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First line Technical Support Analyst

Southend-on-Sea

You will be part of a busy Service Desk Team.  The primary function will be to assist Customers with first line support issues.

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About Method IT

Method IT are a Microsoft Gold Certified Managed Service Provider, based in Southend on Sea. We hold ISO9001, ISO 27001, Cyber Essential Plus, IASME Cyber Assured Level 2 Certification, as well as being a Cyber Essentials Plus and Cyber Assured Certification body. Our clients are based predominantly in the South East, we have a particular focus working with Professional Service companies, such as Legal, Accounting, and Finance.

Reporting to:

You will report to the Service Desk Manager.

Core Skills

Working with a Service Ticket (PSA) System – ideally MSP Centric, problem-solving mentality, working under own initiative, Demonstrable experience of documenting processes and procedures, Understand the importance of adhering to customer-led Service Level Agreements

Essential Technical Skills

  • Minimum 1 years previous MSP experience
  • Knowledge of Microsoft Desktop Operating Systems (Windows 7-11)
  • Knowledge of Active Directory – new user setups, password resets, group amendments
  • Knowledge of Office 365 Admin – new user setups, password resets, group amendments
  • Experience of Antivirus solutions (ideally Webroot, Bitdefender)
  • Experience of RMM and PSA tools (ideally Connectwise)
  • Experience in new hardware builds (Laptops, PC’s)
  • Excellent time management
  • Proven track record in excellent customer service
  • Trustworthy with a high level of personal integrity

Desirable Technical Skills

  • Experience of Email protection solutions (ideally Mimecast)
  • Interest in Cloud Solutions (Azure, AWS)
  • Interest in Virtualization (Hyper-V, VMware)

Hours

Rotation - Monday to Friday 8:00am – 5:00pm
or Monday – Friday 9:00am – 6:00pm
On call approx. 1 in 8 weeks

Location

The role will be based in our Southend on Sea office

Benefits

  • Company Laptop
  • Company Mobile Phone
  • 20 days Holiday + Public Holidays
  • Pension Scheme
  • Life Insurance
  • Comprehensive Training program
  • Free Fruit
  • Chill Out Zone