This role is responsible for providing 1st line remote and phone technical support of client IT infrastructure including Server, Desktop, Networking, Storage, Backup, Peripheral, Hardware, Software, Hosting and related licenses or dependencies. Escalate problems outside current skillset or onsite presence to management for re-assignment to other technical staff Build and maintain a good working relationship with clients and its users. Identify opportunities or issues with client infrastructure for sales team. Manage service tickets for both managed and ad-hoc clients Goals: Restore normal IT operations for clients as quickly as possible. Reduce the impact of incidents on client business processes. Maintain exceptional service quality and uptime. Responsibilities: Log, triage, and prioritise new support tickets. Escalate unresolved problems to Level 3 or on‑site teams as needed. Provide Level 1/2 remote assistance; follow up until resolution. Build strong relationships with clients and end users. Identify infrastructure gaps that could drive sales opportunities for the business development team. Generate monthly or on‑demand health reports for Help Desk contract customers. Keep detailed, up‑to‑date client network records (passwords, notes, diagrams, IP sheets, user manuals, audit logs, asset inventory). Minimise downtime and repair turnaround time. Ensure service availability meets or exceeds contractual SLAs. Generate monthly or on‑demand health reports for Help Desk contract customers. Keep detailed, up‑to‑date client network records in CRM (passwords, notes, diagrams, IP sheets, user manuals, audit logs, asset inventory). To follow up on completion of jobs and update the status of open jobs. To provide reports monthly or on demand for Help Desk contract clients outlining the IT systems health and recommendations Create and maintain detailed and relevant client network information such as: Passwords, notes, technical diagrams, IP spreadsheets, user manuals, auditing and asset management information. To be successful in this role you will have: Essential: Experience: 2 years in an IT support role (Level 1/2). Technical Skills: Strong troubleshooting, problem‑solving, and knowledge of servers, desktops, networking, storage, backups, peripherals, and software. Communication: Clear written, verbal, and interpersonal communication. Documentation: Ability to produce concise technical reports and user guides. Learning Agility: Self‑paced learner who can adapt to new tools quickly. Tools: Proficiency with ConnectWise Manage (ticketing & CRM). Highly Desirable: Cyber Security certifications and experience.
