IT Support Engineer-MSP-London

Client is a growing MSP which deliver technology products and services that empower charities and non-profits to focus on what's most important - their cause.

They are leading experts in providing robust, affordable, secure IT services and solutions that drive efficiency and success within the sector. They work with clients every step of the way to truly understand their unique needs, challenges and values to design and evolve bespoke solutions; which are tailored to organisation's missions and goals.

We are looking to recruit a 1st/2nd Line IT technician to work within the MSP, The candidate must be a self-starter with a hands-on problem-solving approach supporting clients typically with 5 to 100 user and used to working in a busy helpdesk environment.

Overview

The IT Technician role is primarily responsible for facilitating an excellent user experience. This is delivered by ensuring all systems and equipment that are required by the user are running efficiently and effectively. The role will be focused on supporting all Front End users with their requests as well as managing and monitoring systems in a way that allows us to pre-empt and resolve any system errors or failures. The IT Technician will always have a focus on continuous improvement.

Key Responsibilities

• The first point of call for IT requests, incidents and logging inbound calls in to the Service Desk system to ensure all are dealt with and employees receive regular updates
• Escalating tickets promptly via the predefined escalation route when necessary
• Supporting users on-site, over the telephone and in their respective offices where necessary, to ensure all queries are dealt with effectively and efficiently with the highest degree of customer service
• To acquire an excellent understanding of all IT systems currently in place
• Ensuring that all incidents and requests are logged accurately and responded to within our given SLA
• Communicate any incidents or updates proactively to the business to keep users informed
• Adapt to new software and services as the business introduces them

Key Skills and Experience

• Proven customer service skills
• Knowledge and experience of working with Windows 10, Active Directory, Office 365 applications, mobile Device Management, iOS, Android, basic networking,
• Excellent communicator

Benefits

• A competitive salary
• Workplace Pension
• 25 days holiday per year (excluding bank holidays)
• Internal training