The MSP supports over 300 clients with their IT & Telecoms services along with providing guidance consultancy and IT project support. The MSP also provides access to regular Vendor training and certification both online and in person. Reporting to IT Support Manager you will be working with the technical team in delivering excellent IT support and services to clients helping to ensure both individual and team SLAs are met.
Key Responsibilities:
Respond to customer calls and tickets on a daily basis resolving them within SLA and keeping the customer updated at all times.
Present SolCo professionally at all times ensuring our customers experience is always a positive one
Respond to all assigned customer tickets within SLA make and receive calls to customers update the necessary internal CRM/ticket system and supplier systems where necessary
Keep customers informed on progress of tickets Deal with tickets escalated from 1st Line
Escalate business critical issues
Contact suppliers where necessary to escalate issues and update internal system with supplier responses
Where necessary order/provision/configure new services for customers
Ensure all IT support customers are fully monitored at all times
Arrange and take ownership of customer projects where appropriate
Maintain a good understanding at all times of SolCos product set and take ownership of improving knowledge.
Requirements
Essential Skills:
Strong knowledge of support and troubleshooting for Windows Server 2019/25 including: o
Active Directory
Group Policy
Domains
File / Print service
DNS
Strong knowledge of support and troubleshooting for Networks including:
VLANs
VPNs
Switches/Firewalls
Routers
Connectivity FTTC/FTTP/Leased Lines
Windows desktop troubleshooting skills (Windows 10/11)
Microsoft 365 configuration installation and support
Sharepoint management
Microsoft 365 administration
Experience of working with a service desk ticketing/RMM system
Network
Strong knowledge of support and troubleshooting 3rd party applications including:
Backup
AV/Security
Email Security
Desirable Skills:
Hyper-V / Virtualization
VMWare ESXi
Physical to cloud server migration
Knowledge of support and troubleshooting VoIP solutions
Understanding of Mobile Networks
The right candidate will have a positive attitude attention to detail and the ability to work under varying levels of workload as the service desk can be unpredictable. Consistently able to work to agreed deadlines be methodical & organized and have excellent time management.
Required Skills:
Experience with PSA (Autotask) Expertise in supporting and managing major Microsoft technologies including Entra ID Intune Office365 Azure SharePoint Teams and On-Premises Operating Systems. Experience in supporting and managing Firewalls Switches Wireless Access Points and VPN technologies. Familiarity with MSP tools like Autotask PSA Datto RMM and BCDR BrightGauge and Hudu. Advanced level with PowerShell and other scripting languages for application deployment reporting and automation. Experience working for a Managed Service Provider (MSP) or IT Support Business. Has active (or ability to attain) Microsoft certifications including but not limited to Cloud & AI Platforms AI Business Solutions or Security. Working Hours: 6.30 AM - 3.30 PM IST (Mon-Fri)
The MSP supports over 300 clients with their IT & Telecoms services along with providing guidance consultancy and IT project support. The MSP also provides access to regular Vendor training and certification both online and in person. Reporting to IT Support Manager you will be working with the tech...
The MSP supports over 300 clients with their IT & Telecoms services along with providing guidance consultancy and IT project support. The MSP also provides access to regular Vendor training and certification both online and in person. Reporting to IT Support Manager you will be working with the technical team in delivering excellent IT support and services to clients helping to ensure both individual and team SLAs are met.
Key Responsibilities:
Respond to customer calls and tickets on a daily basis resolving them within SLA and keeping the customer updated at all times.
Present SolCo professionally at all times ensuring our customers experience is always a positive one
Respond to all assigned customer tickets within SLA make and receive calls to customers update the necessary internal CRM/ticket system and supplier systems where necessary
Keep customers informed on progress of tickets Deal with tickets escalated from 1st Line
Escalate business critical issues
Contact suppliers where necessary to escalate issues and update internal system with supplier responses
Where necessary order/provision/configure new services for customers
Ensure all IT support customers are fully monitored at all times
Arrange and take ownership of customer projects where appropriate
Maintain a good understanding at all times of SolCos product set and take ownership of improving knowledge.
Requirements
Essential Skills:
Strong knowledge of support and troubleshooting for Windows Server 2019/25 including: o
Active Directory
Group Policy
Domains
File / Print service
DNS
Strong knowledge of support and troubleshooting for Networks including:
VLANs
VPNs
Switches/Firewalls
Routers
Connectivity FTTC/FTTP/Leased Lines
Windows desktop troubleshooting skills (Windows 10/11)
Microsoft 365 configuration installation and support
Sharepoint management
Microsoft 365 administration
Experience of working with a service desk ticketing/RMM system
Network
Strong knowledge of support and troubleshooting 3rd party applications including:
Backup
AV/Security
Email Security
Desirable Skills:
Hyper-V / Virtualization
VMWare ESXi
Physical to cloud server migration
Knowledge of support and troubleshooting VoIP solutions
Understanding of Mobile Networks
The right candidate will have a positive attitude attention to detail and the ability to work under varying levels of workload as the service desk can be unpredictable. Consistently able to work to agreed deadlines be methodical & organized and have excellent time management.
Required Skills:
Experience with PSA (Autotask) Expertise in supporting and managing major Microsoft technologies including Entra ID Intune Office365 Azure SharePoint Teams and On-Premises Operating Systems. Experience in supporting and managing Firewalls Switches Wireless Access Points and VPN technologies. Familiarity with MSP tools like Autotask PSA Datto RMM and BCDR BrightGauge and Hudu. Advanced level with PowerShell and other scripting languages for application deployment reporting and automation. Experience working for a Managed Service Provider (MSP) or IT Support Business. Has active (or ability to attain) Microsoft certifications including but not limited to Cloud & AI Platforms AI Business Solutions or Security. Working Hours: 6.30 AM - 3.30 PM IST (Mon-Fri)
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Monthly Salary:
Experience Required:
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