Managed Services Technician – Level 1

Riverlite part of Xperience; Bury St Edmunds; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Ein etabliertes Unternehmen sucht einen engagierten Level 1 Managed Services Technician, um das Helpdesk-Team zu verstärken. In dieser spannenden Rolle sind Sie der erste Ansprechpartner für technische Unterstützung und bieten Lösungen über verschiedene Kanäle. Sie werden auch für die Installation und Wartung von Hardware verantwortlich sein und sicherstellen, dass alle Supportanfragen effizient bearbeitet werden. Mit einem Fokus auf kontinuierliche Weiterbildung und Entwicklung bietet diese Position hervorragende Möglichkeiten zur beruflichen Entfaltung. Wenn Sie eine Leidenschaft für Technologie haben und in einem dynamischen Umfeld arbeiten möchten, ist dies die ideale Gelegenheit für Sie.

Benefits

30 Tage Urlaub plus 8 Feiertage

Zusätzlicher freier Tag für Ihren Geburtstag

Arbeitgeberbeitrag zur Rentenversicherung von 3%

Hybrid-Arbeitsmodell

Fahrrad-Leasing-Programm

IT-Kaufprogramm

Qualifications

• 1+ Jahre Erfahrung in Microsoft Windows Server und Office 365.
• Erfahrung in Helpdesk-Support und Ticketmanagementsystemen.

Responsibilities

• Bereitstellung von Level 1 technischen Support für interne und externe Stakeholder.
• Überwachung von Systemen zur Identifizierung von Problemen und Erstellung von Supportvorfällen.

Skills

Microsoft Windows Server

Microsoft Office 365

Active Directory

Anti-Virus Solutions

Helpdesk Support

Ticket Management Systems

Hardware Maintenance

Patch Management Solutions

Education

GCSE Maths and English grade 9-4 or A*-C

Tools

Connectwise

Veeam Backup & Replication

Job description

Role Details

Location: Bury St Edmunds
Contract Type: Permanent
Apply: Apply Online

Job Description

At Xperience, we deliver business efficiencies through Digital Transformation. We prioritize our clients, helping them create better, faster processes, build stronger customer relationships, enhance data security, accelerate profitability, and position for growth. With over 1,100 clients, we are proud of our high recommendation rate of 95%. Our people are key to our success, possessing the expertise and ambition to collaborate and guide clients towards optimal solutions. We partner with industry leaders in technology to provide impactful digital transformations, including Cloud, ERP, CRM, Managed IT, and Cyber Security.

The Role

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

Job Responsibilities

• Provide level 1 technical support to internal and external stakeholders.
• Ensure support incidents are accurately recorded and meet Service Level Agreements.
• Deliver high customer satisfaction as the primary contact for new support incidents.
• Log tickets using the helpdesk management system.
• Perform initial investigations and escalate issues to higher-level technical teams as needed.
• Triaging support requests by reviewing and prioritizing tickets according to SLA and contractual requirements.
• Proactively monitor systems such as backup reports, network, device monitoring, anti-virus, and patch management dashboards to identify issues and create support incidents.
• Configure, deploy, and maintain PCs, laptops, and printers for stakeholders.
• Perform remote or on-site maintenance and support, including hardware collection and delivery for repairs.
• Refer client requests to Business Solutions and Commercial teams for advice and consultation.
• Manage and monitor ICT systems and platforms, performing necessary maintenance.
• Maintain professional development through continuous learning to achieve relevant certifications.
• Collaborate with colleagues to enhance product and service knowledge.

Benefits

• 30 days annual leave plus 8 bank holidays
• Additional day off for your birthday
• Employer pension contribution of 3%
• Hybrid working model
• Cycle to Work Scheme
• IT Purchase Scheme
• Terms & Conditions apply based on contract

Required Competencies

Effective communication, teamwork and collaboration, results focus/problem solving, and a commitment to personal development.

Experience Required

Essential:

• At least one year of professional experience in two or more of the following:
• Microsoft Windows Server
• Microsoft Office 365 (Exchange Online, OneDrive, etc.)
• Active Directory
• Anti-Virus, Anti-Malware & Anti-Spam Solutions
• Veeam Backup & Replication
• Hardware Maintenance (Servers, Laptops, Desktops)
• Patch Management Solutions
• Experience in helpdesk support, ticket management systems (e.g., Connectwise)
• GCSE Maths and English grade 9-4 or A*-C (or equivalent)
• Willingness to travel within the UK
• Right to Work in the UK (no sponsorship available)

Desirable:

• Experience in IT/Professional Services organizations
• IT certifications such as ITIL Foundation, Cisco CCNA, Microsoft MCSA

Apply Now

Apply Online