Technical Specialist

Package circa £28k

The Opportunity

We're working with a well-established and growing managed service provider to find an experienced Technical Specialist to join their service desk team. This is a role providing high-quality, timely technical support to clients — resolving technical issues, maintaining reliable client environments, and contributing to a consistent, professional customer experience.

The Role

You'll work across first- and second-line support, escalating complex or higher-risk issues appropriately. You'll be expected to take ownership of tickets, communicate clearly, keep technical records accurate, and support the continuous improvement of service desk processes — working closely with service desk colleagues, senior technical staff, and the project and cyber security function.

What You'll Be Doing

Client Support & Ticket Ownership

Provide first- and second-line technical support across the client base, assisting with more complex work when directed and escalating issues to the Service Desk Manager or senior technical staff when required

Own assigned tickets from initial assessment through to resolution, ensuring actions, time entries, technical notes and client communications are accurate and kept up to date

Prioritise work in line with client impact, urgency, service level commitments and service desk procedures

Communicate clearly and professionally with clients, setting realistic expectations and providing regular progress updates until the issue is resolved

Technical Operations

Configure, support and monitor Microsoft 365, Azure, Intune and Autopilot environments in line with agreed client standards

Support cloud and on-premises server environments, client devices, standard computer builds, networks, broadband services and VoIP systems

Monitor backup activity, investigate failures and complete scheduled backup tests in accordance with service desk process

Identify opportunities for preventative maintenance and complete agreed remedial work to improve reliability and security of client systems

Documentation & Improvement

Create and maintain clear technical documentation, client records, standard operating procedures and resolution notes in the approved systems

Follow established technical standards and service desk procedures, highlighting gaps and contributing practical suggestions for improvement

Team & Business Contribution

Support colleagues by sharing knowledge, collaborating on difficult incidents and helping less experienced team members develop their technical capability

Assist with client appraisals, internal initiatives, projects and cyber security activities when requested

Recognise potential client needs or sales opportunities, record relevant evidence and pass opportunities to the appropriate senior colleague

Contribute to a positive, accountable team culture focused on dependable delivery, continuous learning and excellent customer service

What We're Looking For

Practical experience providing technical support in a service desk, managed service provider or similarly client-focused IT environment

Working knowledge of Microsoft 365 administration and common endpoint, identity, networking, server and cloud support technologies

Experience diagnosing issues methodically, documenting technical work and managing several active tickets without losing ownership or attention to detail

Awareness of cyber security fundamentals, including secure configuration, access control, patching, backup protection and appropriate escalation of risk

Skills & Behaviours

A customer-focused approach, with the ability to explain technical matters clearly to people with different levels of technical knowledge

Strong problem-solving skills, sound judgement and the discipline to follow agreed processes while knowing when to escalate

Clear written and verbal communication, reliable organisation and accurate record-keeping

A collaborative attitude, willingness to share knowledge and commitment to ongoing professional development

Ability to remain calm, constructive and professional when handling pressure, changing priorities or client dissatisfaction

What's on Offer

Private health plan

29 days holiday, increasing to 34 days including birthday and specified festive public holidays

Workplace pension after three months

Cyber security training with the opportunity to develop towards Cyber Essentials Practitioner capability

A generous training budget to support continued technical and professional development