This role offers a salary of £32,000 - £38,000 per annum, depending on experience, technical capability, and suitability against the requirements of the position.
Roles & Responsibilities
- Provide first‑ and second‑line support to HTG managed service customers, delivering incidents and service requests in line with agreed SLAs, service descriptions, and operational procedures.
- Act as a primary point of contact for end users, delivering clear, professional, and customer‑focused support via the service desk, remote tools, and on‑site attendance where required.
- Triage, diagnose, and resolve incidents and service requests across Microsoft 365, end‑user devices, and core IT services, escalating appropriately where issues fall outside scope or require specialist input.
- Carry out user onboarding and offboarding activities, including account provisioning and deprovisioning, device setup/build, licence allocation, and access control, ensuring security and audit requirements are met.
- Monitor and respond to security alerts and system notifications, supporting investigation, containment, and resolution in line with HTG security and managed service processes.
- Maintain accurate and detailed ticket notes, technical documentation, and customer records within HTG systems, ensuring all actions and outcomes are clearly recorded and auditable.
- Perform routine managed service activities such as patching, backup checks, system health monitoring, and compliance verification.
- Work closely with senior engineers, operations, and customer success teams to ensure consistent service delivery and a positive customer experience.
- Contribute to continuous service improvement by identifying recurring issues, documentation gaps, and opportunities to enhance tooling, processes, or service quality.
Knowledge & Experience Required
- Proven experience working in a Service Desk Engineer, IT Support Engineer, or similar role, ideally within a managed services or multi‑customer environment.
- Strong working knowledge of the Microsoft 365 ecosystem, including Exchange Online, Microsoft Teams, SharePoint Online and Entra ID.
- Experience supporting Windows end‑user devices, including laptop builds, troubleshooting, patching, and hardware fault resolution.
- Working with Mac devices is a plus.
- Working knowledge of an Azure management and support is a plus
- Familiarity with modern device management and endpoint security concepts, such as Microsoft Intune, device compliance, and endpoint protection tooling.
- Understanding of IT service management principles, including incident, request, and change management within an ITSM toolset.
- Exposure to security‑focused support activities, such as responding to alerts, supporting investigations, and following documented incident response processes.
- Strong documentation skills, with the ability to produce clear, structured technical notes and customer‑facing updates in plain UK English.
- Excellent communication skills, with the ability to explain technical issues to non‑technical users and maintain a professional, customer‑focused approach.
- A proactive and organised mindset, with the ability to manage multiple priorities across different service contracts and workloads.
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