Overview

An exciting opportunity has arisen to join an IT Managed Service Provider based in Stirling. We are a Microsoft Small and Midmarket Cloud Solutions provider specialising in delivering IT Support Desk Contracts, IT consultancy and professional IT services.

The successful candidate should have outstanding people skills, excellent commercial and technical awareness and high standards of professionalism to join this successful team. We are friendly employee-owned business that has enjoyed a strong level of organic growth and established itself as a key player within the area’s IT Support sector over the last 25 years.

Job Purpose

• To provide IT support to our contract clients, assisting them with hardware and software problems via phone and email. Over 80% of the fixes will be by remote.

Duties & Responsibilities

• To provide 1st/2nd line technical support; answering support queries via phone and email.
• Respond to enquiries from clients and help them resolve any hardware or software problems.
• Maintain a high degree of customer service for all support desk queries.
• Manage and prioritise support Trouble tickets, ensuring timely resolution and high customer satisfaction.
• Assist with hardware and software purchases, installations, configurations, and updates.
• Diagnose and troubleshoot technical issues, escalating complex problems when necessary.
• Maintain accurate and detailed records of support requests and resolutions in our bespoke CRM.
• Collaborate with other team members to improve the delivery of our services.
• Ensure compliance with company IT policies and procedures.
• Provide guidance and support to end-users on IT best practices.
• Visit client sites to perform installations/repairs and resolve technical issues. Assist with the processing of client equipment.

Skills/Attributes

Required Essential Skills

• Experience working with Windows Server environments,
• Experience working with Windows Desktop environments.
• Experience working with Microsoft 365Networking – Routers/Switches/Firewalls installation and operation,
• Printer installation and operation,

Attributes

• Excellent telephone manner,
• Good written and spoken English,
• Good understanding of PC and Server hardware set-up and configuration,
• Good base-level PC hardware diagnosis and repair skills,
• Good troubleshooting skills
• ‘Hands-on’ approach and willingness to learn and teach,
• Flexible, pro-active approach,
• Prepared to own the problem,
• Calm under pressure,
• Good Team player,
• Good customer service skills,
• Full Driving License.

Location

Based in Stirling working hours Monday – Thursday 8am – 5pm and Friday 8am – 3:45pm.

Pay: From £26,000.00 per year

Benefits:

• Free parking
• On-site parking

Work Location: In person