Client Support: • Answer telephone calls from customers and accurately log support issues into our service desk software. • Perform initial triage of support issues, escalating in line with Service Level Agreements (SLA) up to Service Escalation Engineer. • Collaborate with Service Escalation Engineer to resolve complex incidents. • Provide robust server and desktop support across customer networks. • Offer software support to Education customers. • Keep clients informed about the progress of their requests/issues. • Maintain agreed Service Level Agreements (SLAs) and update ticket information from diagnostics to resolution. • Liaise with third parties and vendors to resolve incidents, conducting root cause analysis. • Uphold a high degree of customer service, professionalism, and integrity. • Work to deadlines and adapt quickly to a fast-changing environment. • Capture and accurately charge support work carried out outside contractual obligations. • Ensure accurate completion of time sheets and achieve KPIs Desirable Experience: • Experience in a support desk environment, ideally within an MSP • Familiarity with Microsoft Cloud technologies (e.g. O365) • Knowledge of network software (TCP/IP, DNS, DHCP protocols) • Exposure to backup and replication technologies (e.g. Veeam) • Exposure to VMWare & Hyper-V • Exposure to Scripting skills (e.g. PowerShell)