Full job descriptionPackage circa £28k
The Opportunity
We’re working with a well-established and growing managed service provider to find an experienced Technical Specialist to join their service desk team. This is a role providing high-quality, timely technical support to clients — resolving technical issues, maintaining reliable client environments, and contributing to a consistent, professional customer experience.
The Role
You’ll work across first- and second-line support, escalating complex or higher-risk issues appropriately. You’ll be expected to take ownership of tickets, communicate clearly, keep technical records accurate, and support the continuous improvement of service desk processes — working closely with service desk colleagues, senior technical staff, and the project and cyber security function.
What You’ll Be Doing
Client Support & Ticket Ownership
*Provide first- and second-line technical support across the client base, assisting with more complex work when directed and escalating issues to the Service Desk Manager or senior technical staff when required
*Own assigned tickets from initial assessment through to resolution, ensuring actions, time entries, technical notes and client communications are accurate and kept up to date
*Prioritise work in line with client impact, urgency, service level commitments and service desk procedures
*Communicate clearly and professionally with clients, setting realistic expectations and providing regular progress updates until the issue is resolved
Technical Operations
*Configure, support and monitor Microsoft 365, Azure, Intune and Autopilot environments in line with agreed client standards
*Support cloud and on-premises server environments, client devices, standard computer builds, networks, broadband services and VoIP systems
*Monitor backup activity, investigate failures and complete scheduled backup tests in accordance with service desk process
*Identify opportunities for preventative maintenance and complete agreed remedial work to improve reliability and security of client systems
Documentation & Improvement
*Create and maintain clear technical documentation, client records, standard operating procedures and resolution notes in the approved systems
*Follow established technical standards and service desk procedures, highlighting gaps and contributing practical suggestions for improvement
Team & Business Contribution
*Support colleagues by sharing knowledge, collaborating on difficult incidents and helping less experienced team members develop their technical capability
*Assist with client appraisals, internal initiatives, projects and cyber security activities when requested
*Recognise potential client needs or sales opportunities, record relevant evidence and pass opportunities to the appropriate senior colleague
*Contribute to a positive, accountable team culture focused on dependable delivery, continuous learning and excellent customer service
What We’re Looking For
*Practical experience providing technical support in a service desk, managed service provider or similarly client-focused IT environment
*Working knowledge of Microsoft 365 administration and common endpoint, identity, networking, server and cloud support technologies
*Experience diagnosing issues methodically, documenting technical work and managing several active tickets without losing ownership or attention to detail
*Awareness of cyber security fundamentals, including secure configuration, access control, patching, backup protection and appropriate escalation of risk
Skills & Behaviours
*A customer-focused approach, with the ability to explain technical matters clearly to people with different levels of technical knowledge
*Strong problem-solving skills, sound judgement and the discipline to follow agreed processes while knowing when to escalate
*Clear written and verbal communication, reliable organisation and accurate record-keeping
*A collaborative attitude, willingness to share knowledge and commitment to ongoing professional development
*Ability to remain calm, constructive and professional when handling pressure, changing priorities or client dissatisfaction
What’s on Offer
*Private health plan
*29 days holiday, increasing to 34 days including birthday and specified festive public holidays
*Workplace pension after three months
*Cyber security training with the opportunity to develop towards Cyber Essentials Practitioner capability
*A generous training budget to support continued technical and professional development