Job Description

Join a leading IT solutions company with a 13-year legacy of supporting charities and social change organisations. They deliver high-quality, cost-effective, and sustainability-led ICT solutions. They have embarked on a journey of technical automations to enhance employee and customer experiences by removing the mundane from traditional IT support.

They are looking for like-minded individuals to grow with them and explore the endless possibilities of technology. Is that you? want to Join and be part of a unique and innovative work environment where your growth and our vision for technology go hand in hand.

• Family Environment: We prioritise employee well-being and environmental sustainability in every decision.

• Innovation-Driven: Stay updated with the latest technological advancements.
• Efficient Team: Our small but growing team of 14 is supported by overflow teams of up to 60 engineers and consultants.
• Remote First: This role is primarily home-based, with occasional travel to client sites in London or for team meet ups.

 Job Purpose

• Provide remote and onsite second-line support to customers
• Assist the customer response team with escalated issues
• Ensure timely resolution of incidents to meet service level targets
• Proactively manage and maintain customer solutions

Key Responsibilities

• Information Security: Adhere to the Information Security Policy, report breaches, and stay updated on security trends.
• Technical Support: Install, configure, and maintain Windows Server 2016/2019, support network services, and manage client infrastructures.
• Escalation: Serve as an escalation point for challenging issues.
• Project Support: Contribute to application integration, data migration, and reporting projects.
• Process Management: Document service desk processes and suggest improvements.
• Knowledge Management: Update and maintain knowledge base documents.

Requirements

• Minimum 2 years’ experience in a level 1-2 support role
• Solid understanding of IT principles and experience with Microsoft technologies
• Proficient in Active Directory, Group Policies, Office 365, and network infrastructure
• Experience with VMWare or Hyper-V, web servers, mail servers, DNS, and network devices
• Understanding of ITIL frameworks and ability to train junior staff
• Excellent customer service, communication, and problem-solving skills

Benefits

• 25 days annual leave + bank holidays (+1 day per year of employment up to 30 days)
• Access to confidential helplines for financial, mental, and physical well-being
• Private medical insurance and life cover up to 4x salary
• Certification expenses covered (training, exam vouchers)
• 2 volunteering days per year
• Statutory company pension scheme

Want to be part of a team that values innovation, sustainability, and the well-being of its employees. Apply today!