Hybrid 1st/2nd Line IT Support Tech – MSP to Creatives Ref: 16434

£30,000 - £35,000 Plus benefits including 25 days holiday + birthday off

Are you friendly and engaged with positive energy?
Do you have broad knowledge of technology and understand the MSP market?
Do you want to be part of an exciting and proactive company who are doing something different?

If yes, we’d love to hear from you!

You may already be working for an MSP and looking for your next challenge, or perhaps you are working in-house at a large advertising or marketing agency and looking to move into an MSP. Either way, we’d love to talk!

Role Info:

IT Helpdesk Technician – 1st / 2nd Line Support
Central London / Remote
£30,000 – £35,000
Plus benefits including 25 days holiday + birthday off
Hours: 40 hours per week (including 1 hour lunch break)

Product / Service: We are the Support & Technology Partner currently making life easier for privately-held creative businesses in Central London.
Clients include: Monocle, Bridge, Brothers & Sisters
Your Skills: 3+ years experience as an Engineer or IT Technician, excellent communication skills, broad understanding of technology including Cyber Security and user support.

About Us:

We are an IT Support Company (MSP) that works with creative businesses. We strive to make our clients' lives easier by using SaaS technologies to provide a more stimulating, rewarding experience.

We are looking for someone who is forward-thinking, with strong hands-on technical skills who sees the helpdesk role as an opportunity to build relationships with clients, provide excellent service and not just munch through a bunch of tickets.

We firmly believe that having notifications enabled for all apps or spending the day working from your inbox, is not the optimum way to work productively. If you agree and have the skills below, we'd love to hear from you. Yes, we mean this even for helpdesk roles!

Key Responsibilities:

+ Triage calls and emails (capture info, plan work and set expectations for the client)
+ Resolve, escalate or schedule a time to complete the work
+ Ensure high levels of customer satisfaction
+ Resolve a range of technical queries
+ Onboarding and Offboarding of users
+ Work closely with our other IT Helpdesk Technician to ensure the smooth running of our helpdesk from 9am-6pm
+ Provide online/phone training to clients on how to use their software and services

About You:

+ An Engineer or IT Technician, who also has at least 3 years of experience in the field
+ Proficient in Mac and Windows (we are a 50/50 split of Mac and Windows devices), servers and networking technologies
+ A broad understanding of technology including Cyber Security and user support
+ The ability to work independently with minimal supervision
+ Analytical and problem-solving skills
+ Time management and prioritisation skills
+ A great communicator – Face to face, verbal and written
+ Friendly and Respectful – ignores the client’s job title, calls them before emailing, doesn’t speak technical language, remains calm & give people your full attention
+ Engaged – be prepared, brings an holistic view (your own, the company’s, your colleague's and the clients’) and provides constructive contributions to meetings and work
+ Positive Energy – no ego, look for a better way to do things (simpler, more elegant, smarter, quicker), raise the bar


+ 25 days holidays, plus your birthday off, rising 1 day per year until 30 days in total
+ Hybrid working – Office based work only for social and team collaboration, at present this is 2-3 days a month. During your onboarding period, you may be required to be present in the office more. This role may require occasional visits to our clients’ offices to better understand the environment, build relationships and fix issues. We have no set rules on WFH days but we can be flexible depending on your personal circumstances.
+ Great office in Exmouth Market (EC1) with views over London
+ Join a company that supports its employees to learn and grow, including the ability to move to other roles in other departments.
+ Company sick pay on top of statutory pay

Interested? Apply here for a fast-track path to the company Director

Your Background / Previous Roles May Include:
1st Line Support, 1st Line Engineer, 2nd Line Support, 2nd Line Engineer, Technical Support, Service Desk Analyst, Microsoft Support, O365 Support, Windows Support, Desktop Support, IT Support, MSP, Managed Service Provider, IT Consultancy.

Application notice… We take your privacy seriously. When you apply, we shall process your details and pass your application to our client for review for this vacancy only. As you might expect we may contact you by email, text or telephone. Your data is processed on the basis of our legitimate interests in fulfilling the recruitment process. Please refer to our Data Privacy Policy & Notice on our website for further details.

If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.