On a day-to-day basis, you will be involved in the investigation and resolution of customer and internal support requests. In doing this, you will be responsible for providing a high-quality level of service to both internal and external customers alike and be able to identify and solve issues alongside the existing Technical Services team, who themselves specialise in the support & maintenance of our clients.
You must have excellent communication skills and you will ideally be an all-rounder who is comfortable doing 1st & 2nd Line support including the following skills and aspects:
- 3+ years’ experience in similar IT role (MSP)
- Excellent troubleshooting skills in all Windows desktop, Mac OSX, and Windows Server operating systems
- Support of Microsoft Hyper-V infrastructures
- Basic understanding of Cyber Security principles
- Support of all Microsoft products including Office, Office 365 Exchange, Azure, SharePoint
- Supporting on premise and off premise Anti-Spam/Email Security solutions
- Solving both hardware and software faults
- Working with networking equipment including, Firewalls, Wi-Fi solutions and all other network equipment
- Assisting with Domain level DNS changes and fixes
- Anti-Virus and Anti-Malware monitoring, administration, and support
- Monitoring and maintaining client’s infrastructure, patching, internal networks & broadband solutions
- Monitor IT security and support administration functions
- Providing excellent support, including procedural documentation and relevant reporting
- Escalate any complex problems to 3rd line and on-site engineers where appropriate
- Liaising with 3rd party vendors to see resolutions on all tickets
- Monitoring systems to ensure their smooth running, investigating issues displayed on RMM Platforms
- Ensuring all monitored backups have completed successfully, investigating, and resolving any issues
- Hands-on experience with equipment - laptops, desktop, printers, and peripherals
- The ability to work on set targets as well as using your own initiative and deadlines
- Managing and prioritising own tickets and workloads
- Undertaking internal and vendor training for personal and professional development
- Rapidly establishing a good working relationship with customers and other professionals
- Accurate and concise record keeping of all interactions and actions on the CRM
- Always maintaining client confidentiality and security
- Remotely carrying out chargeable jobs
- All other support duties that are commensurate with the role or at the request of the Management team
About You:
Essential Skills and Experience:
- Previous Technical Support (or roles of similar nature)
- Good knowledge of networks and basic infrastructure (routing, IP’s, topology etc)
- Good planning, time management, administrational and organisational skills
- Always maintaining client confidentiality and security
- Ability to follow strict process and procedures
- Desirable – knowledge of the Cyber Essentials scheme
Personal qualities:
- Organised, Reliable and trustworthy
- Customer Service Driven
- Good problem-solving skills
- Good timekeeping
- Attention to detail
- Ability to work individually and as part of a team
- Strong interpersonal and communication skills key
- An interest in technology and troubleshooting
- Capable of thinking outside the box
- Desirable – driving licence
Desirable
- Industry or relevant vendor Standard certifications (Microsoft, CompTIA, Watchguard etc)
- Experience within a Cyber Security Function
About the company:
We are a Managed Service Provider delivering a comprehensive range of IT and cyber security services to both our internal teams and our clients.
Our work spans everything from supporting individual users and devices through to managing, securing, and evolving full IT infrastructures; including project delivery, consultancy, and ongoing strategic support.
We are proud to be an accredited Cyber Essentials Plus and IASME Assurance Certification Body as well as an NCSC Assured Service Provider reflecting our commitment to high standards, trusted delivery, and continual improvement.
Why Join Us?
We’re focused on creating a stable, supportive environment where you can develop your career with confidence. Alongside a competitive salary, you’ll benefit from a well-rounded package that supports both your professional growth and day-to-day wellbeing:
- Company funded industry qualifications
- Workplace Pension*
- Close to town centre / bus station / train station
- Free Car Parking
- Attendance Bonus Scheme*
- Sick pay Scheme*
- Privilege Day*
- 22 days holiday + Bank Holidays, increasing with length of service
*after a qualifying period.
Our Credentials:
We believe it’s important to be proud of where you work. Our team’s expertise and the standards we operate to are reflected in the certifications and accreditations we hold:
- Varying Microsoft & CompTIA Certifications
- Microsoft Partner
- IASME & NCSC Assured Service Provider
- Cyber Advisor
- Cyber Essentials, Cyber Essentials Plus, IASME Assurance Level 1 and Level 2, IASME Baseline
Equality & Inclusion:
Thank you for your interest in a career with Aindale KTD.
We are an equal opportunities employer and are committed to creating an inclusive environment where all applicants are treated fairly and in accordance with the law, regardless of gender, marital status, race, religion, colour, age, disability, or sexual orientation.
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