Ofertas › Mackenzie Jones IT
Mackenzie Jones IT · Ely, United Kingdom · £30,000 - 35,000 per year
Salary: £30,000 - 35,000 per year Requirements: Hands-on 1st- and some 2nd-line IT support experience, troubleshooting hardware, software, business application, connectivity, and end-user computing issues. Experience supporting Microsoft 365 applications, including Outlook, Teams, Word, Excel, and other productivity tools. User account administration, including creating, modifying, and disabling accounts, managing passwords and access permissions, and supporting authentication. Experience supporting cloud services, Windows operating systems and devices, IT hardware, business applications, and end-user infrastructure. Familiarity with IT service management or ticketing systems, incident management, service requests, and SLA-driven support. Ability to troubleshoot network connectivity, Wi-Fi, VPN, and user access issues. Strong communication and problem-solving skills, with a proactive, customer-focused approach. Previous experience in a 1st- and 2nd-line IT support, service desk, helpdesk, or desktop support environment is desirable. Experience supporting manufacturing, supply chain, or other fast-paced commercial environments is desirable. Exposure to Microsoft Entra ID, Active Directory, Exchange Online, or Microsoft Intune is desirable. Familiarity with ITIL principles, incident management, service request fulfilment, or supporting geographically dispersed users is desirable. IT qualifications or certifications such as CompTIA A+, Microsoft Fundamentals, or ITIL Foundation are desirable. Must be eligible to work in the UK. Responsibilities: Deliver hands-on technical support for Microsoft 365, cloud services, Windows devices, business applications, user accounts, and end-user infrastructure. Manage IT incidents and service requests through to resolution or escalation. Troubleshoot and resolve hardware, software, business application, connectivity, and end-user device issues. Log, categorise, prioritise, investigate, and resolve incidents and service requests using an IT ticketing platform. Take ownership of technical issues from initial contact through resolution or escalation, maintaining accurate documentation, providing user updates, and meeting agreed service levels. Configure, deploy, maintain, and support laptops, desktops, mobile phones, tablets, and other IT equipment. Work with internal infrastructure teams, third-party suppliers, and international IT colleagues to investigate and resolve technical issues. Support major incident management, tec