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Support Technician

Ravensden
2 weeks ago
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Support Technician

Location: Bedfordshire

Job Type: Full-Time, Permanent

Salary: 30-38k doe

Benefits: 28 days inc BHS + Company pension + Private healthcare

About the Role

Were looking for an experienced and proactive Support Technician to join our fast-paced MSP team. Youll play a critical role in delivering top-tier 1st and 2nd line support to multiple clients across a variety of industries. This role offers a dynamic workload, combining remote troubleshooting, on-site visits, and hands-on involvement in project deployments.

Responsibilities

Deliver responsive 1st and 2nd line technical support via phone, remote tools, and client site visits

Troubleshoot and resolve a wide range of issues related to desktops, servers, cloud platforms, and networks

Configure and deploy devices including servers, laptops, desktops, tablets, and Chromebooks

Maintain accurate service desk records using Atera, ensuring timely ticket updates and resolutions in line with SLAs

Escalate complex issues appropriately, maintaining clear communication with clients and internal teams

Support client infrastructure, including regular system checks, patching, backups, and monitoring

Participate in project work such as onboarding new clients, cloud migrations, hardware rollouts, and software upgrades

Assist with client training, documentation, and onboarding processes

Provide technical input during pre- and post-sales activities

Contribute to internal knowledge sharing and continuous improvement of support processes

Take part in on-call support rotation during the Christmas shutdown period

Attend internal training, meetings, and industry events as required

Adhere to all company policies, including those related to Health & Safety, equipment usage, and PPE

Essential Skills & Experience

Previous experience in an MSP or IT services provider environment

Solid troubleshooting ability across a range of IT systems and platforms

Strong communication and customer service skills with a positive, can-do attitude

Ability to work independently, manage priorities, and thrive under pressure

Proficiency in Microsoft Office and basic networking concepts

Desirable Skills & Certifications

Experience with Microsoft 365, Azure AD, and Intune

Familiarity with Windows OS, LAN/WAN/WLAN, and Point-to-Point networking

Knowledge of HP/Aruba switching and network infrastructure

Microsoft certifications (e.g. MCP, MCITP)

CompTIA A+, Network+, or Security+

ITIL Foundation certification

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National AI Awards 2025

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