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Micro Maintenance Limited; Horley; On-site; GBP 24,000 - 32,000; Full time

Job summary

Micro Maintenance Limited is seeking an IT Support Technician to join our team, delivering first- and second-line technical support for our business clients. In this customer-facing role, reliability, professionalism, and a confident telephone manner are as important as technical know-how.

You will log and triage support tickets, troubleshoot issues across hardware, software, networking, and connectivity, and escalate complex problems with clear handover notes.

Qualifications

• Experience providing first-line IT support to business clients.
• Strong communication and customer-facing skills.
• Familiarity with ticketing systems and SLAs.

Responsibilities

• Provide first-line IT support to B2B clients via phone, email, and ticketing system
• Log, triage, and manage support tickets through to resolution within agreed SLAs
• Troubleshoot hardware, software, network, and connectivity issues
• Escalate complex issues to second/third-line support with clear handover notes
• Maintain accurate, up-to-date ticket records and documentation
• Communicate clearly and confidently with clients, managing resolution timescales
• Support onboarding/offboarding of user accounts, devices, and access permissions
• Contribute to knowledge base articles and internal process documentation
• Identify recurring issues and flag trends to the wider team

Job description

We're looking for an IT Support Technician to join our team, providing first- and second-line technical support to our business clients. This is a customer-facing role where reliability, professionalism, and confident telephone manner are just as important as technical know-how.

Key Responsibilities:

• Provide first-line IT support to B2B clients via telephone, email, and ticketing system
• Log, triage, and manage support tickets through to resolution within agreed SLAs
• Troubleshoot hardware, software, network, and connectivity issues
• Escalate complex issues to second/third-line support as needed, ensuring clear handover notes
• Maintain accurate, up-to-date ticket records and documentation
• Communicate clearly and confidently with clients, managing expectations on resolution timescales
• Support onboarding/offboarding of user accounts, devices, and access permissions
• Contribute to knowledge base articles and internal process documentation
• Identify recurring issues and flag trends to the wider team