About this role
Salary: £28,000 - 30,000 per year
Requirements: Experience supporting Windows desktop environmentsExperience supporting Apple/macOS desktop environmentsMicrosoft 365 administration and troubleshooting experience, including Exchange OnlineBasic networking knowledge, including LAN, WAN, wireless and firewall conceptsExperience using ticketing systems or PSA toolsStrong communication skills, with the ability to communicate clearly, calmly and professionally with users at all levelsGood attention to detail when documenting tickets, resolutions and customer communicationsAwareness of ITIL best practice, including incident management, service request fulfilment and problem managementMSP experience is desirable but not essentialFamiliarity with Intune, Cisco Meraki or RMM tools is advantageous Responsibilities: Provide high-quality first-line remote support to users across a varied client base via phone, email and ticketing systemsTake ownership of incidents and service requests from initial contact through to resolution, keeping users informed throughoutTriaging, categorising and prioritising tickets effectively in line with impact, urgency and SLA requirementsInvestigate and resolve desktop, Microsoft 365, connectivity, access, application and device-related issuesIdentify recurring issues and trends, and raise improvement opportunities with the team leadEscalate issues to senior engineers with clear details of troubleshooting completed and evidence gatheredMaintain accurate ticket records, including notes, time entries and resolution detailsCreate and update knowledge base articles and known fixes to improve first-time fix ratesAttend client sites where required to resolve issues or support agreed service activitiesWork collaboratively with the team to share knowledge and contribute to continual service improvement Technologies: CiscoFirewallIncident ManagementSupportITILLANmacOSMicrosoft 365WindowsOffice 365 More:
We are a well-regarded Managed Service Provider based in Gloucestershire, delivering high-quality IT consultancy and managed services to a broad range of business clients. We offer a friendly, collaborative culture with a genuine focus on people development, creating a fantastic environment to build your IT career. This is a hybrid role in Gloucester, with 2–3 days a week working from home. We provide a competitive salary reviewed in line with experience and performance, the option to purchase additional annual leave, private healthcare, a company pension, ongoing training and certification support, clear progression pathways, and exposure to a wide range of technologies, clients and projects. Our team environment is supportive and collaborative, with a strong focus on development.
last updated 34 week of 2026