On a day-to-day basis, you will be involved in the investigation and resolution of customer and internal support requests. In doing this, you will be responsible for providing a high-quality level of service to both internal and external customers alike and be able to identify and solve issues alongside the existing Technical Services team, who themselves specialise in the support & maintenance of our clients.

You must have excellent communication skills and you will ideally be an all-rounder who is comfortable doing 1st & 2nd Line support including the following skills and aspects:

3+ years’ experience in similar IT role (MSP)
Excellent troubleshooting skills in all Windows desktop, Mac OSX, and Windows Server operating systems
Support of Microsoft Hyper-V infrastructures
Basic understanding of Cyber Security principles
Support of all Microsoft products including Office, Office 365 Exchange, Azure, SharePoint
Supporting on premise and off premise Anti-Spam/Email Security solutions
Solving both hardware and software faults
Working with networking equipment including, Firewalls, Wi-Fi solutions and all other network equipment
Assisting with Domain level DNS changes and fixes
Anti-Virus and Anti-Malware monitoring, administration, and support
Monitoring and maintaining client’s infrastructure, patching, internal networks & broadband solutions
Monitor IT security and support administration functions
Providing excellent support, including procedural documentation and relevant reporting
Escalate any complex problems to 3rd line and on-site engineers where appropriate
Liaising with 3rd party vendors to see resolutions on all tickets
Monitoring systems to ensure their smooth running, investigating issues displayed on RMM Platforms
Ensuring all monitored backups have completed successfully, investigating, and resolving any issues
Hands-on experience with equipment - laptops, desktop, printers, and peripherals
The ability to work on set targets as well as using your own initiative and deadlines
Managing and prioritising own tickets and workloads
Undertaking internal and vendor training for personal and professional development
Rapidly establishing a good working relationship with customers and other professionals
Accurate and concise record keeping of all interactions and actions on the CRM
Always maintaining client confidentiality and security
Remotely carrying out chargeable jobs
All other support duties that are commensurate with the role or at the request of the Management team

About You:

Essential Skills and Experience:

Previous Technical Support (or roles of similar nature)
Good knowledge of networks and basic infrastructure (routing, IP’s, topology etc)
Good planning, time management, administrational and organisational skills
Always maintaining client confidentiality and security
Ability to follow strict process and procedures
Desirable – knowledge of the Cyber Essentials scheme

Personal qualities:

Organised, Reliable and trustworthy
Customer Service Driven
Good problem-solving skills
Good timekeeping
Attention to detail
Ability to work individually and as part of a team
Strong interpersonal and communication skills key
An interest in technology and troubleshooting
Capable of thinking outside the box
Desirable – driving licence

Desirable

Industry or relevant vendor Standard certifications (Microsoft, CompTIA, Watchguard etc)
Experience within a Cyber Security Function

About the company:

We are a Managed Service Provider delivering a comprehensive range of IT and cyber security services to both our internal teams and our clients.

Our work spans everything from supporting individual users and devices through to managing, securing, and evolving full IT infrastructures; including project delivery, consultancy, and ongoing strategic support.

We are proud to be an accredited Cyber Essentials Plus and IASME Assurance Certification Body as well as an NCSC Assured Service Provider reflecting our commitment to high standards, trusted delivery, and continual improvement.

Why Join Us?

We’re focused on creating a stable, supportive environment where you can develop your career with confidence. Alongside a competitive salary, you’ll benefit from a well-rounded package that supports both your professional growth and day-to-day wellbeing:

Company funded industry qualifications
Workplace Pension*
Close to town centre / bus station / train station
Free Car Parking
Attendance Bonus Scheme*
Sick pay Scheme*
Privilege Day*
22 days holiday + Bank Holidays, increasing with length of service

*after a qualifying period.

Our Credentials:

We believe it’s important to be proud of where you work. Our team’s expertise and the standards we operate to are reflected in the certifications and accreditations we hold:

Varying Microsoft & CompTIA Certifications
Microsoft Partner
IASME & NCSC Assured Service Provider
Cyber Advisor
Cyber Essentials, Cyber Essentials Plus, IASME Assurance Level 1 and Level 2, IASME Baseline

Equality & Inclusion:

Thank you for your interest in a career with Aindale KTD.

We are an equal opportunities employer and are committed to creating an inclusive environment where all applicants are treated fairly and in accordance with the law, regardless of gender, marital status, race, religion, colour, age, disability, or sexual orientation.

Aindale KTD

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