About the Role:

We’re looking for a reliable and customer-focused Helpdesk Technician to join our IT support team. You’ll be the first point of contact for IT issues, helping users with Microsoft 365, Windows, macOS, VPNs, and general IT problems. This is a perfect role for someone with experience in an MSP or multi-client environment who enjoys solving problems and delivering excellent customer service.

Key Responsibilities:

• Provide first-line support via phone and ticketing system.
• Troubleshoot and resolve issues with Microsoft 365, AD/Entra ID, devices, and software.
• Assist with device setup, device/software configuration, and VPN connectivity.
• Support email and cloud services in particular Microsoft 365.
• Escalate complex issues to senior engineers when needed.
• Contribute to internal documentation and process improvements.

Skills & Experience:

• Atleast two years experience in an MSP helpdesk environment.
• Strong knowledge of Microsoft 365, Active Directory/Entra ID, and endpoint support.
• Comfortable across Windows and macOS.
• Experience with remote support tools, ticketing systems, documentation platforms.
• Basic PowerShell or command-line experience is a plus.

Personal Attributes:

• Excellent customer service and communication skills.
• Able to manage multiple support tickets efficiently.
• Logical problem solver and self-motivated.

Enthusiastic about learning and keeping skills up to date.

Due to the nature of this role, a driving license and access to own vehicle will be essential.

Why Join Us?

• Be part of a supportive and growing MSP where your input will make a real impact.
• Opportunities for professional development and career progression.
• 22 days holiday plus Bank Holidays, increasing by 1 day per year
• Extra day off for your birthday (and a cake)
• Health Cash Plan
• Contributary Pension
• Friendly, collaborative team culture with excellent staff retention.
• 26 years trading, owner-managed business with a strong multi-year business plan in place offering stability and security.
• We work from home every Monday and Tuesday (all equipment provided) and in our Bradford on Avon office Wednesday to Friday. Working hours are 8.30-5.30.
• The office is fully air conditioned with kitchen facilities, shower, break-out room, foosball table, dart board etc.
• Parking in our private carpark.
• A short walk to the canal and river, local shops and open countryside.