1st Line IT Support Technician

IT Desk is a Maidstone-based managed service provider looking for a 1st Line IT Support Technician to be the first voice our clients hear when something stops working.

About us

We're a team of around ten people looking after roughly 138 businesses and 3,000 devices, from solicitors and design studios to rail, facilities and environmental firms. Being small means you'll get to know our clients by name, see a real variety of work, and your effort won't go unnoticed. We're also working towards ISO 9001 and ISO 27001, so we take doing things properly seriously.

What you'll be doing

• Answering calls, emails and portal tickets from client staff, and logging everything clearly in Autotask
• Fixing everyday issues: passwords and MFA, Outlook and Microsoft 365, Teams, printers, Wi-Fi and laptops
• Supporting users remotely with ScreenConnect and Datto RMM
• Handling new starters and leavers: accounts, licences, and setting up laptops ready to go
• Escalating to 2nd line with clear notes on what you've already checked
• Keeping clients updated so nobody has to chase us
• Occasional site visits, if you drive

What we're looking for

• Hands-on IT support experience, whether on a helpdesk, at an MSP or in-house
• Good working knowledge of Windows 10/11 and the basics of Microsoft 365 admin (users, licences, mailboxes)
• Confident on the phone and able to explain things to non-technical people without jargon
• Writes tidy, useful ticket notes
• Nice to have: Autotask, Datto RMM, ScreenConnect, Intune or Entra ID; CompTIA A+ or Microsoft fundamentals certs; a driving licence

How we work

• Mainly office-based at the Maidstone Innovation Centre, with the occasional day working from home
• Monday to Friday, full-time
• Plenty of room to grow into 2nd line work as your skills build

Pay: £25,000.00-£26,000.00 per year

Benefits:

• Casual dress
• Free parking
• On-site parking

Work Location: In person