Managed Services Technician

Xperience; Bury St Edmunds; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join a forward-thinking company as a Managed Services Technician! This role offers the chance to provide first-line technical support and engage with clients through various channels. You will be responsible for hardware/software installations, routine maintenance, and ensuring high customer satisfaction. With a focus on continuous professional development, you will enhance your skills while contributing to a dynamic Helpdesk Team. Enjoy a supportive work environment with generous leave and pension contributions, making this an exciting opportunity for growth in the IT services sector.

Benefits

30 days annual leave

8 bank holidays

Birthday leave

Employer pension contribution (3%)

Cycle to Work scheme

IT Purchase scheme

Qualifications

• Minimum one year experience in technical support roles.
• Experience with helpdesk support and ticket management systems.

Responsibilities

• Provide level 1 technical support to clients via various channels.
• Log and manage support incidents ensuring customer satisfaction.

Skills

Windows Server

Active Directory

Helpdesk Support

Ticket Management Systems

Anti-Virus Solutions

Backup & Replication

Hardware Maintenance

Patch Management

Education

GCSE Maths

GCSE English

ITIL Certification

Cisco CCNA Certification

Microsoft MCSA Certification

Tools

Connectwise

Job description

Xperience in Bury St Edmunds, England, United Kingdom, is hiring a Managed Services Technician.

About the Role

We are seeking an experienced Level 1 Managed Services Technician to join our Helpdesk Team. You will provide first-line technical support via our online helpdesk, live chat, telephone, and email. Responsibilities include hardware/software installations, upgrades, routine maintenance (remote or on-site), and managing small orders.

Key Responsibilities

• Deliver level 1 technical support to internal and external clients.
• Ensure support incidents are recorded accurately and meet Service Level Agreements.
• Act as the primary contact for support requests, ensuring high customer satisfaction.
• Log tickets using the helpdesk system, investigate issues, and escalate when necessary.
• Monitor internal systems proactively and create support incidents as needed.
• Configure and deploy PCs, laptops, and printers.
• Perform remote or on-site maintenance and support.
• Coordinate with Business Solutions and Commercial teams for client advice and hardware collection/delivery.
• Manage ICT systems and perform regular maintenance.
• Engage in continuous professional development to maintain relevant certifications.

Person Specification

• Minimum one year of experience in areas such as Windows Server, Active Directory, Anti-Virus solutions, Backup & Replication, hardware maintenance, or patch management.
• Experience in helpdesk support and ticket management systems like Connectwise.
• GCSE Maths and English (grades 9-4 or A*-C).
• Willingness to travel within the UK.
• Right to work in the UK; no visa sponsorship available.
• Optional: ITIL, Cisco CCNA, Microsoft MCSA certifications.

Benefits

• 30 days annual leave + 8 bank holidays + birthday leave.
• Employer pension contribution (3%).
• Cycle to Work and IT Purchase schemes.

Core Competencies

Communication: Clear and respectful information sharing.

Teamwork & Collaboration: Share knowledge and cooperate across teams.

Results & Problem Solving: Prioritize tasks, overcome obstacles, own actions.

Self & Others Development: Quick learner, applies new knowledge effectively.

Xperience values diversity and is an equal opportunities employer.

Additional Details

Seniority Level: Associate

Employment Type: Full-time

Job Function: Customer Service & IT

Industries: IT Services & Consulting