Role Overview:
We are seeking a skilled and customer-focused Technical Support Agent to join our dynamic MSP team. The ideal candidate will have hands-on experience supporting Microsoft 365, Azure, networking infrastructure, IT security, and hardware diagnostics. This role involves both remote and on-site support, ensuring our clients receive top-tier technical assistance and proactive solutions.
Key Responsibilities:
- Provide 1st and 2nd line technical support to clients via phone, email, remote tools, and on-site visits.
- Troubleshoot and resolve issues related to:
- Microsoft 365 (Exchange Online, SharePoint, Teams, OneDrive, Intune)
- Microsoft Azure (VMs, AD, AVD, networking, security)
- Networking (firewalls, routers, switches, VPNs, DNS/DHCP)
- IT Security (endpoint protection, MFA, compliance policies)
- Hardware (PCs, laptops, printers, servers, peripherals)
- Perform routine maintenance, patching, and monitoring of client systems.
- Assist with onboarding/offboarding processes and user account management.
- Document issues, solutions, and procedures in the ticketing system.
- Participate in project deployments and migrations.
- Travel to client sites for installations, troubleshooting, and audits as required.
Required Skills & Experience:
- 2+ years in a technical support or helpdesk role, preferably within an MSP.
- Strong knowledge of Microsoft 365 and Azure environments.
- Solid understanding of networking fundamentals (TCP/IP, VLANs, firewalls).
- Experience with Windows Server, Active Directory, and Group Policy.
- Familiarity with security best practices and tools.
- Proficient in diagnosing and resolving hardware issues.
- Excellent communication and customer service skills.
- Demonstrated ability to manage multiple priorities independently, coupled with a proactive approach to workload and support delivery.
Desirable Qualifications:
- Microsoft certifications (e.g., MS-900, AZ-104, MD-102)
- CompTIA Network+ / Security+
- Experience with RMM tools and PSA systems (e.g., NinjaRMM, HALO, ConnectWise)
- Driving license and access to a vehicle
What We Offer:
- Competitive salary and benefits package
- Ongoing training and certification support
- A collaborative and supportive team environment
- Opportunities for career progression within a growing MSP
Job Types: Full-time, Permanent
Pay: £25,000.00-£30,000.00 per year
Work Location: In person
