IT Support Desk Engineer

About

IT MSP Support Desk Engineer – Are you ready to join a company where your contributions make a tangible difference? If you’re excited about working with a forward-thinking team and making a real impact, we want to hear from you!

We are looking for an IT MSP Support Desk Engineer to join our team in Norwich, Norfolk on a full-time, permanent basis.

About Us

At Onyx IT, we’re not just another Managed Service Provider; we’re your strategic partner in navigating the digital landscape. With over 30 years of experience in delivering innovative IT solutions, we specialise in empowering businesses with cutting-edge Cyber Security, Cloud Computing, AI, and IT Support. Join our dynamic team and be a part of a culture that values growth, resilience, and proactive customer service. Here, your ambitions are matched with opportunities for professional development and career progression.

Fantastic Company Benefits Include

Competitive Salary: On offer is a competitive salary of £28,000 - £32,000 per annum plus a bonus structure.
Holiday: 25 days + Bank Holidays + Birthday (Assuming it falls on a workday).
Flexible working options, including remote work.
Regular team-building activities and social events.
Company pension scheme.

About The Role

As an IT MSP Support Desk Engineer, you will thrive in a collaborative environment and be eager to make a difference in our dynamic team. Your role will be fundamental in providing exceptional 1st line technical support to our valued clients and ensuring that their IT issues are resolved quickly and effectively.

Main Duties And Responsibilities

- First point of contact for clients, offering technical assistance via phone, email, and remote support tools.
- Diagnose and resolve a range of hardware, software, and network issues.
- Keep service ticket records up to date and adhere to predefined SLAs for timely issue resolution.
- Escalate complex issues to senior support teams when necessary to ensure clients receive the best service possible.
- Maintain strong client relationships through excellent customer service.
- Assist with the setup, configuration, and maintenance of client systems, including Microsoft 365, Azure, and other cloud-based services.
- Monitor and manage client networks to ensure optimal performance and security.
- Engage in regular training sessions to stay updated with the latest technologies and best practices.

About You

You will have a strong background in IT support, particularly within an MSP environment, and have hands-on experience with Microsoft 365, Azure, and various networking technologies. You will need expertise in troubleshooting both Windows and Mac operating systems, along with familiarity with networking components like routers, switches, and firewalls. Previous experience with remote support tools and RMM (Remote Monitoring and Management) software is essential. Strong communication and interpersonal skills are vital, as they will enable you to build rapport with clients and provide exceptional service. Relevant certifications, such as CompTIA A+, Microsoft Certified: Fundamentals, or ITIL Foundation, are desirable. A clean UK driving licence is also essential.

If you have all the relevant skills and experience and would like to join our company, please apply by forwarding an up-to-date CV as soon as possible. We look forward to hearing from you.

Please check your email inbox and spam/junk mail folder for any email correspondence for this vacancy.

If you require any reasonable adjustments such as access or information in an alternative format, please inform us soon as you are able so that we can make the appropriate adjustments.

No recruitment agencies, please.

Keywords: IT Solutions, IT Support, Cloud Computing, Microsoft 365, Azure, Cyber Security, Remote Support, Networking, IT Services, Customer Service, Technical Assistance, MSP Support.