IT Technical Support

Ddgroup; Witham; On-site; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Company pension scheme

Life assurance

Eye test vouchers

Mental health support

Job summary

Dental Directory is seeking an IT Technical Support Specialist to join our Service Desk. You will be the first point of contact for internal users, handling IT queries, incidents, and service requests while delivering high levels of customer service across the organisation.

Key duties include supporting Dynamics 365 CRM/Field Service, providing remote troubleshooting for software and hardware, and administering Azure/Microsoft 365 services to ensure availability and security.

Qualifications

• Experience with Microsoft Dynamics 365 CRM and Field Service.
• Hands-on Azure and Microsoft 365 administration including Exchange Online, Teams, SharePoint and OneDrive.
• Solid ITIL/ITSM framework knowledge applied to service delivery.

Responsibilities

• Provide day-to-day support for Dynamics 365 CRM and Field Service, troubleshooting incidents.
• Resolve software/hardware issues with strong remote troubleshooting techniques.
• Administer Azure and Microsoft 365 environments, manage users and security policies.

Skills

Dynamics 365 CRM

Azure/365 Admin

ITIL/ITSM

Remote Troubleshooting

Service Desk Ops

Collaboration

SCCM/Intune

Tools

SCCM

Intune

Job description

Are you an experienced IT technical support professional who enjoys working in a fast-paced, growing environment? We are seeking a motivated IT Technical Support professional to join our Service Desk team. This is a fantastic opportunity for someone who is looking to be a key factor in future successes within the IT team and wider business.

As part of our IT Service Desk team, this role acts as the primary point of contact for end users across the business. You will handle IT queries, incidents, and service requests while deliveringa high levelof customer service and ensuring a seamless support experience across theorganisation.

Main Duties and Responsibilities:

• Dynamics CRM:
  Provide day-to-day support for our Microsoft Dynamics 365 CRM and Field Service platforms. Act as a key point of contact for users, troubleshooting issues, resolving incidents, and ensuring the systemoperateseffectively to support business processes.

• Technical Troubleshooting:
  Provide support for software and hardware issues, with a strong emphasis on remote troubleshooting techniques. Use diagnostic tools and critical thinking to resolve complex IT problems.

• Azure & Microsoft 365 support:
  Provide day-to-day administration and support for Microsoft Azure and Microsoft 365 (O365) environments. Manage users, permissions, and security policies via Azure Active Directory (Entra ID). Support core services including Exchange Online, SharePoint, Teams, and OneDrive, ensuring availability, performance, and security.Assistwith identity management, conditional access, and basic cloud infrastructure troubleshooting.

• Service Desk Management:
  Be the first point of contact for internal users. Manage and prioritize incoming requests and incidents via ITSM tools, phone, and email, ensuringtimelyandaccurateresolutions that align with Service Level Agreements (SLAs). Provide clear, professional communication to end users and deliver a positive customer support experience.

• Incident & Problem Management:
  Collaborate with thewiderIT team to address major incidents.

• Systems Monitoring & Maintenance:
  Carry out daily system checks.

• Collaboration and Communication:
  Work closely with business stakeholders to understand their needs andprovideactionable insights. Ensure effective communication of technical solutions and status updates toend-users.

Essential Skills & Experience:

• Microsoft Dynamics Suite Expertise:
  Experience with Microsoft Dynamics 365 CRM, Field Service.

• Azure & Microsoft 365 Administration:
  Hands-on experience supporting Azure and Microsoft 365 environments, including user administration, troubleshooting, and service management (Exchange Online, Teams, SharePoint, OneDrive).

• IT Support & Service Management:
  Solid understanding of IT support tools (e.g., ITSM platforms) and frameworks such as ITIL.

• Remote Troubleshooting:
  Proficiency in remote diagnostics and support tools, enabling you to troubleshoot hardware and software issues efficiently.

• Service Desk Operations:
  Comfortable with high-volume ticket management, providingtimelyresponses, updates, and resolutions to internal users.

• Collaboration & Teamwork:
  Strong communication skills with the ability to work effectively within a team environment to resolve complex issues.

• System Administration Tools:
  Familiarity with system management tools such as SCCM, Intune, and Microsoft 365 administration.

Desirable Skills & Experience:

• Certification:
  ITIL foundation certifications are a plus.

• Advanced Technical Skills:
  Experience with client-server troubleshooting and maintenance.

• SQL Knowledge:
  Basic understanding of SQL queries to support database-related issues within Dynamics environments.

What We Offer:

• Opportunity to work with a rapidly growing, award-winning company in a dynamic industry.

• A supportive, collaborative team culture that encourages innovation and professional growth.

• Discounts on gym memberships, shopping, and leisure activities

• Company pension scheme

• Life assurance, sick pay, and family-friendly benefits

• Eye test vouchers and mental health support services

• 33 days of holiday (including bank holidays)

About Us:

Dental Directoryis a leading provider of specialist products and services for the dental and beauty markets across the UK andthe Republic of Ireland. As a growing company, we are committed to providing exceptional support and innovative solutions to our clients. Our IT team is central to driving this success, andwe’relooking for passionate, tech-savvy people to join us in shaping the future of healthcare solutions.