About this role
Salary: £26,000 - 40,000 per year
Requirements
- Applicants must be based in the UK.
- A Level 3 Information Communications Technician apprenticeship, an equivalent qualification, or practical experience in IT, computing, or technical support.
- Experience providing technical support and troubleshooting problems methodically, through workplace experience or substantial hands-on training.
- Good working knowledge of Windows 11, macOS, Microsoft 365, and user administration in Entra ID.
- A sound understanding of TCP/IP networking, including Wi-Fi, DNS, DHCP, and VPNs.
- Familiarity with Windows Server, virtualization, VoIP, and common business IT hardware.
- An understanding of cyber security fundamentals, including access controls, device security, updates, and safe handling of client data.
- Practical experience using AI tools to research technical issues, draft documentation, or improve routine workflows, and the ability to check their output for accuracy.
- An understanding of the privacy and security risks of AI tools, including when client information must not be entered into them.
- The ability to manage several requests at once, keep clear records, and know when to escalate an issue.
- Strong written and verbal communication skills, with a patient, friendly approach to helping people with different levels of technical knowledge.
- A willingness to learn new technologies, including Azure and automation, and apply them appropriately in a client environment.
- The ability to work well with colleagues, pay close attention to detail, use sound judgement when troubleshooting or deciding when to escalate, learn quickly, adapt to different client environments, and contribute effectively with appropriate support and guidance.
- Previous experience working for a managed service provider (MSP) is desirable but not essential.
- Microsoft 365 Certified: Fundamentals, Microsoft Certified: Azure Fundamentals, Microsoft Certified: Security, Compliance, and Identity Fundamentals (SC-900), or CompTIA A+ or similar entry-level industry certifications are desirable but not essential.
Responsibilities
- Act as the first point of contact for clients seeking technical help by phone, email, remote support tools, and in person.
- Diagnose and resolve first- and second-line issues involving devices, software, Microsoft 365, user accounts, connectivity, peripherals, and cloud services.
- Record, prioritise, and manage support tickets, keeping clients informed and working to agreed response and resolution targets.
- Set up and maintain Windows and Mac devices, applications, user accounts, and access permissions.
- Support Microsoft 365, Entra ID, and Azure services, including user onboarding, security, compliance, and conditional access policies.
- Monitor client systems, respond to alerts, and carry out routine maintenance, updates, and security checks.
- Troubleshoot networks, Wi-Fi, VPNs, VoIP, and related hardware, escalating complex issues when needed.
- Help maintain backups, endpoint protection, and security policies, and report potential security incidents promptly.
- Keep accurate technical documentation and share clear, practical guidance with clients and colleagues.
- Work with technology partners and suppliers to obtain support and improve processes, and use automation and AI tools responsibly where they help deliver a better service.
Technologies
- AI
- Azure
- Cloud
- Hardware
- Support
- macOS
- Microsoft 365
- Security
- TCP/IP
- Windows
- Office 365
More
We are Smallworld IT, founded in 2000, and provide IT support, managed services, artificial intelligence, and cyber security solutions to organisations in London, across the UK, and overseas. We are a small, capable team that uses technology and intelligent automation while keeping personal customer service at the heart of our work. Our clients value our technical expertise, dependable support, and friendly approach. This is a full-time, permanent role reporting to our Technical Director, primarily office- and client-based in East Hampshire, on the Surrey-Hampshire borders.
Our working hours are 9:00 a.m. to 6:00 p.m., Monday to Friday. Salary is £26,000–£40,000 per year, depending on experience. Holiday entitlement is 20 days plus bank holidays. Benefits include a pension scheme, professional training and certification opportunities, occasional work-from-home flexibility, an extra day off for your birthday, casual dress, and free and on-site parking. The role is in person.
last updated 45 week of 2026