Managed Services Technician – Level 1

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

Job summary

An established industry player is seeking a Level 1 Managed Services Technician to join their growing team. In this role, you will provide first-line technical support, ensuring high customer satisfaction while managing support incidents through various channels. You'll be involved in hardware and software installations, routine maintenance, and proactive monitoring of internal systems. This position offers a fantastic opportunity to grow your skills in a supportive environment with a focus on professional development. With generous benefits including 30 days of annual leave and a pension contribution, this role is perfect for someone looking to advance their career in IT.

Benefits

30 days annual leave

8 bank holidays

Birthday leave

3% employer pension contribution

Cycle to Work Scheme

IT Purchase Scheme

Qualifications

• 1+ years in IT support with experience in Windows Server and Office 365.
• Proficient in helpdesk ticket management systems.

Responsibilities

• Provide level 1 technical support via helpdesk and other channels.
• Perform hardware/software installations and upgrades.

Skills

Microsoft Windows Server

Microsoft Office 365

Active Directory

Helpdesk Support

Effective Communication

Problem-Solving

Education

GCSE Maths and English (grades 9-4 or A*-C)

ITIL Foundation

Cisco CCNA

Microsoft MCSA

Tools

ConnectWise

Veeam Backup & Replication

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 experiencing increased efficiency, productivity, and profitability, and a 95% recommendation rate, our people make the difference. Our team’s expertise and ambition enable us to collaborate with clients and guide them to optimal solutions. Through partnerships with global technology leaders, we provide smart solutions that drive real digital transformation, including Cloud, ERP, CRM, Managed IT, and Cyber Security.

The Role

We are experiencing an exciting phase of growth and are seeking an experienced Level 1 Managed Services Technician. As part of the Managed Services Helpdesk Team, you will provide first-line technical support and solutions via our online helpdesk, live chat, telephone, and email.

This role also involves hardware/software installations and upgrades, routine maintenance (remotely or on-site), and preparing/delivering 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 through various channels.
• Use the helpdesk system to log tickets for all support requests.
• Perform initial investigations and escalate issues to Level 2 or Level 3 teams when necessary, maintaining high customer service standards.
• Triaging support requests by reviewing and updating ticket details and priorities according to contractual and SLA requirements.
• Proactively monitor internal systems such as backup reports, network and device monitoring tools, anti-virus, and patch management dashboards to identify and create support incidents for issues.
• Configure, deploy, and deliver PCs, laptops, and printers for clients and staff.
• Perform remote or on-site maintenance tasks regularly on client systems.
• Provide on-site technical support and facilitate hardware collection/delivery for repairs or troubleshooting.
• Refer client requests for advice to Business Solutions and Commercial teams.
• Manage and monitor internal and external ICT systems, performing necessary maintenance.
• Maintain professional development through continuous learning to achieve relevant certifications and accreditations.
• Collaborate with colleagues to enhance product and service knowledge.

Benefits include 30 days of annual leave, 8 bank holidays, a birthday leave, 3% employer pension contribution, Cycle to Work Scheme, and an IT Purchase Scheme (*terms & conditions apply).

Competencies required:

• Effective communication
• Teamwork and collaboration
• Results focus and problem-solving
• Self-development and mentoring

Xperience is an equal opportunities employer.

Experience Required

• At least one year of professional experience in two or more of the following areas:
• Microsoft Windows Server
• Microsoft Office 365 (Exchange Online, OneDrive, etc.)
• Active Directory
• Anti-virus, anti-malware, and anti-spam solutions
• Veeam Backup & Replication
• Hardware maintenance (servers, laptops, desktops)
• Patch management solutions

Experience in helpdesk support, including ticket management systems like ConnectWise.

GCSE Maths and English (grades 9-4 or A*-C) or equivalent.

Willingness to travel within the UK.

Right to work in the UK (no current visa sponsorship).

Experience in IT or Professional Services organizations.

Professional IT certifications such as ITIL Foundation, Cisco CCNA, Microsoft MCSA.