IT Support Consultant

K3 Capital Group; United Kingdom; Remote; GBP 30,000 - 45,000; Full time

Job summary

A leading technology company is seeking a Managed IT Services Support Consultant to provide front-line IT support across the UK and Ireland. This remote role involves troubleshooting hardware and networking issues, ensuring exceptional customer service, and collaborating with internal teams. Candidates should have 4-5 years of experience in IT support and be enthusiastic about delivering solutions to customers.

Qualifications

• 4-5 years of experience in front-line IT support.
• Experience with Server and Desktop Operating Systems.
• Knowledge of Networking equipment and Security Solutions.

Responsibilities

• Provide help-desk support to IT Services customers.
• Respond to technical issues and troubleshoot effectively.
• Maintain records of customer issues and resolutions.

Skills

Troubleshooting

Customer Communication

Documentation

Collaboration

Customer Service

Tools

Active Directory

Windows 10

Windows 11

Microsoft 365

Hyper-V

Job description

Please note this is a fully remote role and can be based anywhere in the UK/Ireland.

Managed IT Services Support Consultant

Pinnacle, the UK's leading business management software & IT solutions provider, is seeking to recruit an IT Support Consultant to join its growing Managed IT Services Team.

This position offers flexible home-based working, with access to any of Pinnacle’s UK offices. Customer site visits may be required.

The role

We're looking for a highly motivated, enthusiastic individual to provide help-desk support to Pinnacle's IT Services customers across the UK & Ireland. The role requires an experienced and hardworking IT technician, who can manage high-volume workloads and provide both remote and telephone support on hardware and networking issues.

The job involves working closely with customers to identify IT-related problems, advising on solutions, logging, and maintaining records of customer queries within Pinnacle's Case Management System.

It also includes working with field engineers to visit customers if problems cannot be resolved remotely, testing, and fixing faulty equipment.

Reporting to the IT Services Support Team Leader, the successful candidate will be primarily responsible for providing front-line IT and hardware/software support to Pinnacle customers.

Key responsibilities

1. Prompt Issue Resolution: Respond promptly to technical issues, troubleshoot, identify root causes, and provide effective solutions.
2. Customer Communication: Communicate with customers via phone, email, or chat to understand issues and deliver guidance and solutions.
3. Product Advice: Provide context-specific advice to customers experiencing problems with our products.
4. Case Management: Follow published guidelines for case management, ensuring daily maintenance, updates, and prioritization to meet service level targets.
5. Documentation: Maintain comprehensive records of customer issues and resolutions, including clear problem statements, troubleshooting steps, and root cause analysis.
6. Collaboration: Work with internal teams and third-party suppliers to resolve issues and provide feedback on product enhancements.
7. Stay Informed: Keep updated on changes and updates to relevant software and ISV products to provide accurate information to customers.
8. Exceptional Customer Service: Strive to go above and beyond to resolve issues and ensure customer satisfaction.
9. Additional Support Duties: Undertake other support duties as required, including on-site and chargeable work.
10. KPIs: Work to achieve team KPIs, taking remedial action where targets are not met, as advised by your Team Leader, Manager, or Director.

Salary will be negotiable depending on track record and experience.

The position is full-time and offers a permanent contract.

This role is an exciting opportunity for enthusiastic, customer service-focused software support professionals who wish to be part of a well-established and rapidly expanding technology company.

The ideal candidate

• At least 4-5 years of experience in front-line IT hardware and networking support environments.
• Experience with Server Operating Systems (2012/2012R2, 2016, 2019, 2022, and 2025) and Active Directory.
• Experience with Desktop Operating Systems (Windows 10 & 11).
• Experience in Virtualisation (specifically Hyper-V) is advantageous but not required.
• Experience with Security Solutions (EDR, XDR).
• Knowledge of Networking equipment, such as Firewalls, Switches, & Wireless Configurations.
• Good hardware skills and confidence working on-site with customers as needed.
• Understanding of Backup Solutions, including backup, restore, and retention.
• Experience with Microsoft 365 (Exchange Online, SharePoint, OneDrive, Teams Administration & Support).

Registered address:
KBS House
5 Springfield Court
Summerfield Road
Bolton
BL3 2NT

Registered number: 06102618. A list of Directors is available for inspection at the registered address.