Job Description

Role: Senior Service Desk Technician
Location: Oxford - Hybrid

Benefits:

Training and Development

• Enjoy a hybrid working model: 3 days in the office and 2 days remote.
• Access fully funded certifications, including Microsoft Fundamentals, ITIL, and CompTIA.
• Benefit from tailored training programs designed to support your career growth.
• Transparent salary banding offers regular opportunities to enhance your skills and progress your salary multiple times a year.

Wellbeing

• Stay active with on-site gym facilities and a dedicated workout space
• Access personal training sessions to support your fitness journey.
• Make use of a fully equipped kitchen with modern amenities, including an air fryer, for healthy and convenient meals.
• Free: Fruit, healthy snacks, bean-to-cup coffee and sugar-free fizzy drinks
• Games room with Xbox, sofas and large TV
• Opportunity to participate in regular social events and team-building activities

The Company

An MSP who is a trusted partner for the UK's small and medium-sized businesses, offering comprehensive IT support and consultancy services. Known for its client-focused approach, the company is committed to delivering exceptional value through a combination of technical expertise, customer service, and innovative solutions.

The Role

As a Senior Service Desk Technician, you will be a key member of the service desk team, delivering professional and efficient technical support to clients. This role involves managing and resolving complex issues escalated by Tier 1 technicians, ensuring SLAs and client satisfaction are met.

Collaboration with Tier 3 technicians, third-party vendors, and internal teams is essential.

You will also play a proactive role in identifying trends and recurring issues, contributing to continuous improvement. The role requires strong technical skills, exceptional communication, and a commitment to providing excellent customer service.

Key Responsibilities

• Deliver advanced IT support to clients, ensuring smooth IT system operations.
• Diagnose and resolve escalated technical issues across various platforms.
• Monitor service ticket progress, ensuring SLA compliance and clear communication with clients.
• Act as an escalation point for Tier 1 technicians, providing guidance and support.
• Configure and deploy new hardware and software for users.
• Collaborate with internal teams and third-party vendors to resolve issues.
• Document and maintain records of supported systems and networks.
• Contribute to client projects and internal initiatives as needed.

Key Requirements

• Proven experience in an IT support role, preferably within an MSP.
• Advanced troubleshooting skills with Windows Server #removed#), Active Directory, and related roles (Group Policy, DNS, DHCP).
• Strong experience with Office 365 licensing and administration.
• Familiarity with TCP/IP networking and related troubleshooting.
• Exceptional customer service, organisational, and communication skills.
• A full UK driving licence is advantageous.

Key Behaviours

• Proactive problem-solver with a focus on client satisfaction.
• A clear and confident communicator who can explain technical issues effectively.
• Organised and detail-oriented, with the ability to prioritise tasks effectively.
• Committed to continuous learning and skill development.
• Driven to achieve goals and deliver results independently.