1st/ 2nd Line IT Support Technician

We are looking to add a new IT Support Technician to join our existing motivated and enthusiastic helpdesk team. We provide exceptional help desk support to our clients in a friendly and professional manner. We pride ourselves on the high level of service we provide to our clients, and it’s one of the many reasons our clients love working with us.
As an IT Support Technician, you will provide a wide range of duties, including telephone and email support (via a ticket system), system maintenance, PC/ Laptop setup and installations, and on-site support when required. We also provide a range of cybersecurity products which you will help maintain and support.
Have you got the right qualifications and skills for this job Find out below, and hit apply to be considered.
IT Support Technician role.
Providing end-user desktop support via phone and email.
Occasionally visit customer sites to fix problems that cannot be resolved remotely or install new equipment.
Supporting and maintaining Microsoft 365 solutions.
Escalate IT issues within the team where necessary.
Setting up and configuring new laptops and desktops.
Strong troubleshooting skills.
Provide professional and friendly support to our many clients.
Provide solution(s)/workaround (s) to incidents and problems.
Contribute to policies, processes and procedures.
Establishing a good working relationship with our clients and colleagues.
Keep up to date with advancements in technology.
Helping to manage and monitor our RMM solution.
Updating documentation.
Any other duties as reasonably required of which you are capable.
Role Requirements
Knowledge of Microsoft 365 products.
A strong understanding of Microsoft 365 administration is essential to the role.
Microsoft 365 management, including Entra ID Intune and AutoPilot
Experienced with server-based OSs. Including Active Directory and group policies.
Experience setting up and troubleshooting networks, VLANs and modern firewalls.
A strong understanding of Cybersecurity and its impact on SMBs.
An understanding of MSP tools such as Datto RMM, HaloPSA and IT Glue.
Experience working for an MSP / IT Support company is preferred but not essential.
A minimum of 1 year experience on an IT support desk or closely related IT position.
Good communication skills and relationship building.
Self-motivating with an appetite to learn new things.
Must have a strong work ethic and be hard-working.
Manages difficult situations calmly.
Ability to work in a busy environment where multitasking is key.
Use of own car useful but not essential. (car expenses will be paid).
Full UK driving licence.
Additional Skills.
These skills are not essential but beneficial to the role. Training will be provided if necessary.
At least a basic understanding of Azure virtual machines, storage and networking.
Knowledge of Azure Virtual Desktops.
Experienced with telephone systems.
Powershell scripting/ Automation
Broadband/ leased line setups.
AI Prompting.
Benefits
Competitive Salary.
Supported training and development plans.
Attractive working location with moor views and only a 10-minute walk from Ilkley town centre.
Free on-site parking.
Bonus Scheme.
Full access to ChatGPT Teams.
Working hours.
Our support desk is open from 8 AM until 5:30 PM. Technicians alternate each week between working 8:00 AM to 4:30 PM and 9:00 AM to 5:30 PM.
Email your CV and cover letter to #####
No agencies, please.