About this role
Salary: £33,000 - 33,000 per year
Requirements: At least five years practical experience in IT support, device deployment or a similar technical role.Strong first and second-line technical support experience.Experience managing a varied queue of customer support tickets.Strong experience configuring and deploying Windows laptops and desktops.Good working knowledge of Microsoft 365 administration.Experience creating users, mailboxes, groups, licences and permissions.Experience administering Microsoft Entra ID.Strong Windows desktop and Microsoft 365 troubleshooting skills.Good understanding of networking fundamentals.Experience dealing directly with business customers.Strong organisational skills and excellent attention to detail.Ability to manage support tickets, quotations, orders, repairs and deployments simultaneously.Ability to work independently and take ownership of tasks through to completion.Clear written and verbal communication skills.Excellent customer service skills.Full UK driving licence.Previous experience working within a Managed Service Provider is desirable.Experience preparing customer quotations and purchasing IT equipment is desirable.Experience dealing with IT distributors, suppliers, couriers and repair providers is desirable.Microsoft Intune experience is desirable.Experience completing Microsoft 365 migrations is desirable.Experience supporting customer onboarding projects is desirable.Cyber Essentials or CyberSmart experience is desirable.Experience with backup and disaster recovery services is desirable.Knowledge of firewalls and business networking equipment is desirable.PowerShell scripting experience is desirable.Diploma of Higher Education is required.IT support experience: 5 years is required. Responsibilities: Provide first and second-line technical support to managed service customers.Manage a varied queue of day-to-day support tickets.Troubleshoot Microsoft 365, Windows, Outlook, email, printers, user devices and connectivity issues.Support users through telephone, email and remote-access tools.Take ownership of customer issues through to resolution.Work within agreed response and resolution targets.Keep customers informed of progress.Maintain clear and accurate ticket notes.Escalate complex server, networking or infrastructure issues to senior engineers.Work with software vendors, internet providers and other third parties to resolve customer issues.Discuss equipment requirements with customers and recommend appropriate solutions.Prepare, update and issue customer quotations using Quotient.Quote for laptops, desktops, monitors, accessories, software, licences and other IT equipment.Compare product specifications, pricing, availability and delivery times.Obtain pricing from approved distributors and suppliers.Place and manage equipment orders.Track stock availability, order progress, expected delivery dates and outstanding items.Flag supplier delays, specification errors or availability problems promptly.Keep customers and colleagues updated throughout the ordering process.Maintain accurate quotation, purchasing and order records.Build and configure Windows laptops and desktop computers to customer requirements.Install Windows updates, drivers, Microsoft 365 applications, Teams, endpoint protection, backup software, VPNs and customer-specific applications.Join devices to Microsoft Entra ID or customer domains.Enrol and configure devices through Microsoft Intune where required.Configure Outlook, OneDrive, printers, shared resources and other user settings.Apply customer security policies and standard configurations.Apply asset tags and accurately record serial numbers and assigned users.Follow customer-specific build procedures.Fully test equipment before delivery.Package equipment securely and prepare it for collection or dispatch.Provide remote assistance to users receiving newly configured equipment.Assist with the remote onboarding of new managed service customers.Create Microsoft 365 users, mailboxes, groups, licences and permissions.Configure Microsoft Entra ID, Microsoft Intune and security policies.Prepare and deploy laptops, desktops and mobile devices.Assist with mailbox, file and user migrations.Gather the required technical and user information from customers.Work methodically through onboarding plans and checklists.Create and maintain customer site notes.Document key contacts, locations, equipment, software and customer-specific requirements.Complete secure user and customer offboarding.Ensure accounts, devices, licences, permissions and access are correctly removed or reassigned.Diagnose and record reported hardware faults.Liaise with manufacturers, distributors and third-party repair providers.Coordinate warranty claims, returns, repairs and replacement equipment.Obtain repair estimates and prepare clear customer quotations.Ensure customer approval is received before chargeable repair work proceeds.Maintain accurate repair records, reference numbers and outcomes.Arrange equipment collections, deliveries and returns.Chase suppliers and repair providers for progress.Keep customers and colleagues updated throughout the repair process.Test repaired or replacement equipment before returning it to the customer.Arrange temporary or replacement equipment where appropriate.Manage equipment arriving at and leaving the East Belfast office.Record incoming and outgoing equipment accurately.Confirm customer names, assigned users and delivery addresses before dispatch.Package and label equipment securely.Book courier collections using DPD, NI Parcels and other courier services.Track collections and deliveries through to completion.Rebook or escalate failed collections and deliveries promptly.Maintain accurate order, repair, asset and equipment-movement records.Greet and assist customers, suppliers and couriers visiting the office.Assist with the deployment of CyberSmart and other security agents across customer environments.Deploy endpoint protection, backup and remote management software.Monitor installation progress and identify missing devices.Contact users to assist with incomplete installations.Maintain accurate deployment records for each customer.Escalate technical problems or missed endpoints.Support Cyber Essentials-related technical work where required.Maintain accurate customer site notes, asset records and technical documentation.Update deployment procedures, onboarding checklists and knowledge-base articles.Ensure order, repair and equipment records remain current and accessible.Document customer-specific setup requirements and unusual configurations.Identify recurring problems and recommend practical improvements.Help improve internal support, procurement, deployment and onboarding processes.Ensure customer information and equipment are handled securely. Technologies: HardwareSupportMicrosoft 365Microsoft IntuneMobilePowerShellSecurityWindowsOffice 365SharePointTCP/IP More:
We are a growing Managed Service Provider supporting businesses throughout Northern Ireland, Ireland and the UK. We provide friendly, reliable and proactive IT support while building long-term relationships with our customers. This is a full-time, approximately 95% office-based role in East Belfast with occasional customer-site visits mainly within Northern Ireland. We offer a competitive salary from £33,000 per year depending on experience, alongside company pension, private medical and dental insurance, life insurance, additional annual leave, a health and wellbeing programme, company events, on-site parking, an employee referral scheme, ongoing technical training and certification opportunities, and career progression within a growing team.
last updated 33 week of 2026