IT Support Engineer - Education

Surftech IT; Stourport-on-Severn; On-site; GBP 28,000 - 32,000; Full time

Benefits offered by this job

Health Cash Plan

Contributory pension scheme

22 days holiday + bank holidays

Regular company events

Job summary

Surf Tech IT Ltd is a fast-growing MSP delivering IT support and VoIP solutions to UK businesses. We are seeking a customer-focused IT professional to join our service desk and help strengthen our education-sector offering.

You will provide remote and telephone-based support, diagnose and resolve issues, document knowledge base articles, and help drive service improvements. A minimum of 2 years in a service desk role, strong MS 365 skills (Entra ID, SharePoint, Intune), and UK work eligibility

Qualifications

• 2+ years IT support in a Service Desk/Helpdesk environment.
• Experience with Microsoft 365 including Entra ID, SharePoint and Intune.
• Experience supporting Active Directory and Windows desktops/servers.
• Networking fundamentals (TCP/IP, DNS, DHCP, VPNs, Wi-Fi).
• Experience with ticketing/service management platforms.
• Experience supporting education sector staff is a plus.
• Eligible to work in the United Kingdom.

Responsibilities

• Provide remote and telephone-based technical support to customers.
• Diagnose and resolve issues across multiple environments.
• Create and maintain knowledge base articles and documentation.
• Ensure incidents, requests and changes are recorded and resolved.
• Deliver high-quality service and maintain customer satisfaction.
• Collaborate with colleagues to drive service improvement.

Skills

IT support experience

Remote support

Customer service

Education

A levels or apprenticeship

Tools

Kaseya

Datto

Next-Generation Firewalls

Azure

Job description

Surf Tech IT Ltd is a fast-growing Managed Service Provider delivering IT support and VoIP solutions to businesses across the UK. Following a sustained period of growth and continued investment in our services, we are looking for exceptional individuals to join our team and help shape the next stage of our journey. We are passionate about technology, customer service, and developing our people. If you're looking for an opportunity to grow your career in a supportive, forward-thinking business, we'd love to hear from you. The role supports a wide range of businesses but focuses on Education clients, so we welcome candidates currently supporting MATs or secondary education who want to work in an MSP.

Key Responsibilities

• Provide remote and telephone-based technical support to customers.
• Diagnose and resolve technical issues across a range of customer environments.
• Create and maintain knowledge base articles and technical documentation.
• Ensure all incidents, requests, and changes are recorded accurately and managed through to resolution.
• Deliver a high standard of service, maintaining excellent customer satisfaction levels.
• Collaborate with colleagues to share knowledge and contribute to continuous service improvement.

We are seeking a motivated and customer-focused IT professional with experience working in a Service Desk or Helpdesk environment.

The successful candidate will demonstrate:

• 2+ years of IT support experience within a Service Desk or Helpdesk environment.
• Good working knowledge of Microsoft 365, including Entra ID, SharePoint, and Intune.
• Experience supporting and administering Active Directory environments.
• Experience supporting Windows Desktop and Server operating systems.
• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, and Wi-Fi.
• Hands-on experience with a ticketing or service management platform.
• Experience providing support to the education sector, including school office staff, teachers, senior leadership, or multi-academy trust teams.
• Eligible to work in the United Kingdom.

Essential Technical Skills

If you have any of the following, that would be great and would fit with our current growth plans

• At least A levels or an apprenticeship.
• Ability to produce clear, accurate, and concise technical documentation.
• Understanding of IT security best practices and technologies, including next-generation firewalls.
• Experience with the Kaseya and/or Datto technology stack.
• Experience supporting Next Generation Firewalls, such as SonicWall or WatchGuard.
• Experience with Microsoft Azure.
• Knowledge of backup and disaster recovery solutions.

Benefits and Compensation

• Competitive Salary of 28000-32000 GBP/year with regular reviews
• 22 days holiday per year plus bank holidays (increases after 3 years)
• Contributory pension scheme (after 3-months)
• Health Cash Plan (after probation)
• Regular company events