Technical Support Consultant

On a day-to-day basis, you will be involved in the investigation and resolution of customer and internal support requests. In doing this, you will be responsible for providing a high-quality level of service to both internal and external customers alike and be able to identify and solve issues alongside the existing Technical Services team, who themselves specialise in the support & maintenance of our clients.

You must have excellent communication skills and you will ideally be an all-rounder who is comfortable doing 1st & 2nd Line support including the following skills and aspects:

3+ years’ experience in similar IT role (MSP)

Excellent troubleshooting skills in all Windows desktop, Mac OSX, and Windows Server operating systems

Support of Microsoft Hyper-V infrastructures

Basic understanding of Cyber Security principles

Support of all Microsoft products including Office, Office 365 Exchange, Azure, SharePoint

Supporting on premise and off premise Anti-Spam/Email Security solutions

Solving both hardware and software faults

Working with networking equipment including, Firewalls, Wi-Fi solutions and all other network equipment

Assisting with Domain level DNS changes and fixes

Anti-Virus and Anti-Malware monitoring, administration, and support

Monitoring and maintaining client’s infrastructure, patching, internal networks & broadband solutions

Monitor IT security and support administration functions

Providing excellent support, including procedural documentation and relevant reporting

Escalate any complex problems to 3rd line and on-site engineers where appropriate

Liaising with 3rd party vendors to see resolutions on all tickets

Monitoring systems to ensure their smooth running, investigating issues displayed on RMM Platforms

Ensuring all monitored backups have completed successfully, investigating, and resolving any issues

Hands-on experience with equipment - laptops, desktop, printers, and peripherals

The ability to work on set targets as well as using your own initiative and deadlines

Managing and prioritising own tickets and workloads

Undertaking internal and vendor training for personal and professional development

Rapidly establishing a good working relationship with customers and other professionals

Accurate and concise record keeping of all interactions and actions on the CRM

Always maintaining client confidentiality and security

Remotely carrying out chargeable jobs

All other support duties that are commensurate with the role or at the request of the Management team

About You

Essential Skills and Experience

Previous Technical Support (or roles of similar nature)

Good knowledge of networks and basic infrastructure (routing, IP’s, topology etc)

Good planning, time management, administrational and organisational skills

Always maintaining client confidentiality and security

Ability to follow strict process and procedures

Desirable – knowledge of the Cyber Essentials scheme

Personal qualities

Organised, Reliable and trustworthy

Customer Service Driven

Good problem-solving skills

Good timekeeping

Attention to detail

Ability to work individually and as part of a team

Strong interpersonal and communication skills key

An interest in technology and troubleshooting

Capable of thinking outside the box

Desirable – driving licence

Desirable

Industry or relevant vendor Standard certifications (Microsoft, CompTIA, Watchguard etc)

Experience within a Cyber Security Function

About the company

We are a Managed Service Provider delivering a comprehensive range of IT and cyber security services to both our internal teams and our clients.

Our work spans everything from supporting individual users and devices through to managing, securing, and evolving full IT infrastructures; including project delivery, consultancy, and ongoing strategic support.

We are proud to be an accredited Cyber Essentials Plus and IASME Assurance Certification Body as well as an NCSC Assured Service Provider reflecting our commitment to high standards, trusted delivery, and continual improvement.

Why Join Us?

We’re focused on creating a stable, supportive environment where you can develop your career with confidence. Alongside a competitive salary, you’ll benefit from a well-rounded package that supports both your professional growth and day-to-day wellbeing:

Company funded industry qualifications

Workplace Pension*

Close to town centre / bus station / train station

Free Car Parking

Attendance Bonus Scheme*

Sick pay Scheme*

Privilege Day*

22 days holiday + Bank Holidays, increasing with length of service

*after a qualifying period.

Our Credentials

We believe it’s important to be proud of where you work. Our team’s expertise and the standards we operate to are reflected in the certifications and accreditations we hold:

Varying Microsoft & CompTIA Certifications

Microsoft Partner

IASME & NCSC Assured Service Provider

Cyber Advisor

Cyber Essentials, Cyber Essentials Plus, IASME Assurance Level 1 and Level 2, IASME Baseline

Equality & Inclusion

Thank you for your interest in a career with Aindale KTD.

We are an equal opportunities employer and are committed to creating an inclusive environment where all applicants are treated fairly and in accordance with the law, regardless of gender, marital status, race, religion, colour, age, disability, or sexual orientation.