Microsoft Helpdesk Support Technician

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We are an established Managed Service Provider in Kingston-upon-Thames with a customer base all over the UK and abroad. We value customer service as highly as technical competence and strive to maintain high standards at all times. Our aim is to create a better place to work, for our customers and for ourselves! We remove the hassle of IT and bring peace of mind to our customers.

We work with SMEs across a variety of sectors including Renewable Energy, Property, Professional Services, Finance and Charity. We are a business with real direction and a strategic business plan to develop both our technical capabilities and our presence in the IT industry.

You will be part of a helpdesk team that:

- Works together and is supportive of each other

- Has time to focus on each individual customer's request

- Always tries to resolve the customer's issue permanently

You will answer incoming calls from customers, create and manage tickets, troubleshoot and solve 1st and 2nd line support issues, escalate tickets to 3rd line support where needed, work on internal projects and monitor our customers systems. You will be responsive, provide great customer service, always find a solution, work efficiently and will develop a deeper understanding of the technology we support.

You will also be expected to keep up to date with all the usual administration - complete weekly timesheets, update technical documentation and attend fortnightly technical team meetings and monthly team meetings.

We are a Microsoft accredited business therefore our customers are predominantly on Microsoft solutions using Microsoft 365, SharePoint, OneDrive, Azure, Teams, Server 2012 and Windows 10. It is essential you have experience troubleshooting and administering these solutions.

To be considered, you MUST have experience of:

- Microsoft 365 support: SharePoint, OneDrive, Azure and Teams administration and troubleshooting

- Microsoft Office and Windows 10 administration and troubleshooting

- Windows server 2012 administration and troubleshooting

- 1-2 years experience working in a helpdesk role, hitting ticket targets, meeting SLAs

It would nice to have some experience with the following:

- PSA and monitoring products similar to Autotask and N-able

- Understanding of hardware troubleshooting for PC desktops and laptops

- Basic knowledge of Cyber Security requirements

- Implementing and monitoring anti-virus and anti-malware products

- Basic network troubleshooting including router and firewall configuration

- Understanding of offsite backup technologies and software