About Optionbox
Optionbox is a growing Managed Service Provider (MSP) based in Morley, Leeds, delivering IT support, VoIP telephony, internet connectivity, CCTV, access control and network cabling to SME clients across West Yorkshire. We answer the phone in under 8 seconds — no call centres — just real engineers providing expert, personal service.
The Role
You will be the backbone of our helpdesk, providing 1st and 2nd line technical support to our growing client base. You will split your time between remote troubleshooting via our RMM platform and on-site visits to client premises across the region. No two days are the same — you could be resolving a Microsoft 365 email issue in the morning and installing a VoIP handset at a dental surgery in the afternoon.
Key Responsibilities
- Respond to incoming support tickets and calls, logging all activity accurately in the PSA/ticketing system
- Diagnose and resolve 1st and 2nd line issues across Windows desktops/laptops, Microsoft 365, Active Directory, networking and VoIP
- Carry out on-site visits to client premises to install, configure and troubleshoot hardware and infrastructure
- Set up and configure new user accounts, PCs, laptops, and mobile devices
- Support the delivery of client projects including network installations, VOIP deployments and cabling works
- Monitor client systems using our RMM tooling and escalate issues proactively
- Maintain accurate asset and documentation records for all client environments
- Contribute to a positive client experience — Optionbox's reputation is built on friendliness and expertise
- Mentor apprentices as the team grows
Essential Skills & Experience
- Minimum 1 year of hands-on IT support experience in a helpdesk, MSP, or in-house IT role
- Strong working knowledge of Windows 10/11, Microsoft 365 (Exchange, Teams, SharePoint, OneDrive)
- Experience with Active Directory / Entra ID user management
- Basic networking: TCP/IP, DNS, DHCP, routers, switches, VLANs
- Confident communicator — able to explain technical issues clearly to non-technical users
- Full UK driving licence and access to own vehicle (mileage reimbursed)
- Ability to work under pressure and prioritise a busy ticket queue
Desirable (Not Essential)
- Experience at an MSP or IT services company
- Exposure to VoIP systems (Wildix, Gamma Horizon, or similar)
- Familiarity with RMM tools (e.g. NinjaRMM, ConnectWise Automate, N-able)
- Knowledge of basic cabling (Cat5/Cat6) or CCTV/access control systems
- CompTIA A+, Network+, or Microsoft certifications (MS-900, MS-102)
What We Offer
- Mileage allowance for on-site visits
- Ongoing training and certification support (vendor courses, Microsoft, CompTIA)
- A tree planted for every service contract — we take sustainability seriously
- Friendly, close-knit team with real progression opportunities as we grow
- No rigid hierarchies — your ideas and input are genuinely welcome
Pay: From £25,000.00 per year
Benefits:
- On-site parking
- Referral programme
Work Location: Hybrid remote in Leeds LS27 0HL
