About CTRL-S
CTRL-S is a growing managed services provider (MSP) based in Stockport, UK. We support a wide variety of customers across several different sectors who rely on us to deliver their technology needs. We are passionate about teamwork and delivering an unrivalled service to our customers.
We have an opportunity for a positive person with a can-do attitude to become part of our progressive and growing organisation as we continue to build on our success, expand our client base and improve our service. We are looking for an enthusiastic support technician to join our 1st line team! This is an exciting opportunity for the right candidate to make an impact on grow with us.
Salary ranges from £24,750 - £30,000 depending on qualifications and experience.
Note: you must be based in the North West of England, be eligible to work in the UK and be comfortable commuting to Stockport daily as this is an office based role. You must also have at least 1-year of experience working within an MSP environment supporting Microsoft 365. If you do not have the relevant experience your application will not make it through to interview stage.
Does the below sound like you?
Job Description
As a member of the 1st line team, you are primarily responsible for handling support queries that come in from our customers via the service desk. You work with a variety of users through to senior management & business owners, assisting them with an assortment of queries across different technologies. You make sure that request escalations follow the agreed business process, and that the support team manager is kept up to date with any issues/escalations that might need further attention. You always ensure that the customers are kept up to date on the progress of their requests and do what you say you are going to do, when you say you are going to do it.
Soft Skills
You are confident talking to people both in person and on the phone. You can recognise different emotions such as when people are happy and when people are frustrated and can alter you approach to ensure the user receives the best experience possible. You are motivated to have a successful career in technology and want to be supported through your professional development. You are adaptable, work well under pressure and embrace learning new things daily. Most importantly you thrive when working as part of a team and you are professional in your approach.
Responsibilities & Duties
- Respond to user queries via support portal and phone.
- Identify issues and implement long term solutions (not sticking plasters).
- Escalate issues following business process where necessary.
- Update the service management system, ensuring all updates, calls, note and progress are logged and have been recorded promptly and accurately.
- Continuously improve knowledge and understanding across the various software and hardware technologies supported by the team.
- Suggest improvements to existing technical documentation and create new technical documentation where required.
Skills / Experience / Qualifications
- Educational Requirements – GCSE/A Levels/Degree
- At least 1 year of prior experience within a Managed Services Provider in a support based role dealing with M365 technologies.
- Have or working towards Microsoft qualifications in any of; Windows 11, Windows Server 2019, 2022, 2025, Microsoft 365, Microsoft Azure
- Ability to problem solve within a technical environment.
- Strong communication skills.
- Strong customer service approach and team player.
- Strong work ethic and ability to work in dynamic work environment.
Here are some reasons to come and work with us…
- Training and Development! We offer many study support options to help you reach your desired qualification.
- Have a voice! Our inclusive culture ensures that everyone does.
- Personal growth! Opportunities for personal and professional development, whilst broadening technical skills and your commercial acumen.
- Flexi hours - Flexible working arrangements are available, and our regular team social events and purpose-built offices offer a dynamic and inspiring working environment.
- Death in Service Benefit
- Cycle to Work Scheme
- Company Pension
- Benefits Platform
Pay: £24,750.00-£30,000.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- Flexitime
- Health & wellbeing programme
- Paid volunteer time
- Sick pay
- Transport links
Work Location: In person
