Service Desk Technician

Service Desk Technician
Location: Orpington
Salary: £25,000/£30,000 + Benefits

Our client is a premier Managed Service Provider dedicated to delivering outstanding IT services to the not-for-profit sector. We pride ourselves on our commitment to exceptional customer service, collaboration, and innovation, with a mission to become the UK's leading IT provider for not-for-profit organisations

They are looking for an enthusiastic and technically proficient IT Support Engineer to join our growing team. In this role, you will be responsible for guiding our customers through complex technical issues, resolving fault tickets, and ensuring our clients receive top-notch support. You will have the opportunity to work with a variety of platforms and systems, including Windows, Mac OS, Google Workspace, Office 365, and cloud Wi-Fi solutions.

Key Responsibilities
. Customer Support: Provide expert guidance to customers and resolve complex fault tickets within SLAs, ensuring customer satisfaction and adherence to timelines.
. Technical Troubleshooting: Diagnose and resolve issues related to desktops, networks, Wi-Fi, and cloud systems.
. Office 365 and Google Workspace Administration: Support the multiple customers that use Office 365 and Google Workspace within their ecosystem for email and collaboration tools.
. Requirements Gathering: Collaborate with customers to understand and document their technical requirements, through phone or Teams meetings.
. Vendor Liaison: Work with external vendors to resolve technical queries and issues in a timely and efficient manner

Skills and Experience
We're looking for someone who is:
. Passionate About IT: A genuine interest in technology and problem-solving.
. Technically Proficient: Knowledge and experience with:
o Workstations: Windows 10, Windows 11
o Google Workspace administration
o Cloud Wi-Fi platform administration
o Apple Mac platforms and Mac OS
o IT-focused ticketing systems
o Networking fundamentals
o Windows Servers (full range)
o Office 365 and SharePoint
. Excellent Communicator: Strong written, verbal, and interpersonal skills, with the ability to translate technical information for non-technical users.
. People-Oriented: A customer-focused mindset with a willingness to go the extra mile to resolve client issues.
. Organised and Multi-Tasking: Able to manage tight deadlines, prioritise tasks, and work effectively under pressure.
. Detail-Oriented and Creative: Pays close attention to detail, thinks outside the box, and is open to challenging the status quo.

Preferred Qualifications: While not required, the following certifications are highly desirable:
. CompTIA Network+
. Microsoft 365 Fundamentals (MS-900)
. Microsoft 365 Administrator (MS-102)

Why Join Us?
. Company Pension: Secure your future with our comprehensive company pension scheme.
. Company Pool Table & Games Room: Enjoy downtime with colleagues in our well-equipped games room.
. Quarterly Company Events/Teambuilding: Participate in fun and engaging events designed to strengthen team bonds.
. Flexible/Hybrid Working Policy: Benefit from a flexible work environment that supports a healthy work-life balance.
. Internal Training Programme & Access to Training Portals: Continuous learning and development opportunities with access to a range of training resources.
. Opportunities to Progress: Clear pathways for career advancement within the company.
. Company Uniform: Provided company uniform to maintain a professional and cohesive appearance.
. Paid Expenses & Mileage: Reimbursement for work-related expenses and mileage.
. Annual Salary Review: Regular salary reviews to ensure your compensation reflects your contributions.
. Increased Annual Leave for Length of Service: Enjoy additional annual leave based on your tenure with the company.
. Career Roadmap & Planning: Tailored career planning to help you achieve your professional goals.
. Company Laptop: Provided company laptop for work purposes, ensuring you have the tools you need.
. Staff & Client Referral Bonuses: Earn bonuses for successful staff and client referrals.
. Monthly Employee Recognition & Annual Awards: Regular recognition of your hard work, with the potential for annual awards.
. Annual Discretionary Bonus: Opportunity to receive an additional bonus based on company performance and individual contributions.