The Unite Group

IT Technician The Unite Group are recruiting for an IT Technician, ideally with an MSP background, to join our highly reputable company. As an IT Technician you will handle 1st line/2nd line support requests that come in from our clients, both via the support telephone line and our ticketing system. Our service desk engineering team are the first point of contact for our clients and are crucial in ensuring we provide exceptional customer service. The successful candidate will be responsible for providing technical support and maintenance to all clients' IT assets and systems. Alongside remote support, the role involves visiting customer sites to assist with installations, including VoIP phone systems, as well as advanced troubleshooting and project work, such as hardware rollouts, upgrades, and migrations. A key part of the role is to ensure that we deliver exceptional customer support at all times, whilst ensuring fault resolution in line with our clients' SLA obligations. The role requires the candidate to be able to deliver excellent customer service, both written and oral and whether remote or face to face, throughout an IT support issue lifecycle from reporting to resolution. The successful candidate must have the ability to act both independently and as part of a team, and be able to manage their own time and workload to handle multiple IT support requests at the same time. Experience and skills required At least 2 years experience working in a similar role . IT support . Assisting with any project work, in the office and on customer sites Excellent fault finding and troubleshooting skills Work independently and as part of a team with the ability to calmly interact with customers and escalate technical support issues to senior team members when required Excellent communication skills (written and oral) Detail focused and able to maintain accurate ticket notes and documentation A strong customer support focus Good and demonstrated knowledge of various Microsoft products and services (MS365, Server OS, Desktop OS) Good understanding of VoIP telephony Good understanding of WAN/LAN troubleshooting and VLANs Highly motivated to learn new skills to support our wide range of customer business & IT system Clean & Valid UK Driving License (required) Desirable Skills Experience working for an MSP Related Academic Studies MCSA Desktop MTA - Desktop, Cloud, Server, Networks and/or security MCSA Server Certifications in ITIL, CompTIA, Cisco, or other relevant field Company Benefits 24 days annual leave plus Bank Holidays After 2 years service annual leave increases by 1 day per year up to 28 days Opportunities for professional development and certification Exposure to a diverse range of IT projects Competitive salary Eyecare vouchers and company sick pay scheme Job Types: Full-time, Permanent Benefits: Additional leave Company events Company pension Education: A-Level or equivalent (preferred) Experience: Customer service: 1 year (preferred) Technical support: 2 years (preferred) Work Location: In person