Karmic Synergy
IT Helpdesk Engineer - Onsite - Llandudno
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About Karmic Synergy Ltd
Karmic Synergy Ltd is seeking an enthusiastic and customer-focused 1st Line IT Support Helpdesk Engineer to join our growing Managed Service Provider (MSP) team.
This is an excellent opportunity for an IT professional who is passionate about delivering exceptional customer service and technical support. Working within a dynamic and innovative organisation, you will support a diverse portfolio of clients while benefiting from ongoing training, professional development, and career progression opportunities.
The ideal candidate will have previous experience within an MSP environment and, ideally, experience supporting educational establishments. You will provide both remote and on-site support, acting as a key point of contact for our customers and delivering outstanding technical assistance across our Education division and wider client base.
Key Responsibilities
- Diagnose and resolve hardware and software issues through the helpdesk system.
- Accurately record, update, and manage support tickets, ensuring high levels of customer service throughout the support process.
- Install, configure, and deploy software across customer devices and systems.
- Maintain and update technical documentation, procedures, and support resources.
- Assist the Infrastructure Team with networking, server, and systems administration projects.
- Provide remote and on-site technical support to multiple customers across our managed services portfolio.
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Essential Skills and Experience
- Previous experience working within a Managed Service Provider (MSP) environment.
- Experience in a technical support, helpdesk, or IT service delivery role.
- Strong troubleshooting and break-fix support experience for Windows desktops and laptops.
- Good knowledge of Windows 10 and Windows 11.
- Experience supporting macOS and iOS devices.
- Understanding of networking fundamentals, including TCP/IP, switches, routers, and VLANs.
- Excellent communication skills, with the ability to engage confidently with both technical and non-technical users.
- Proven ability to build and maintain strong customer relationships.
- A proactive attitude towards learning and professional development.
- Ability to adapt to changing technologies and business requirements.
- Flexibility to work occasional evenings, weekends, or out-of-hours support when required.
- Full UK Driving Licence.
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Desirable Skills and Experience
- Previous IT support experience within the education sector.
- Working knowledge of Windows Server 2025.
- Experience administering Microsoft 365 and Azure.
- Experience administering Google Workspace.
- Ability to speak Welsh.
What We Offer
- Competitive salary of £28,000 - £32,000 per annum.
- Company pension scheme.
- 25 days annual leave plus bank holidays.
- Ongoing training and professional development opportunities.
- Flexitime.
- Additional leave benefits.
- Company events.
- Free on-site parking.
Application Requirements
Applicants should be able to demonstrate:
- Experience providing IT support within an educational environment.
- Experience administering Google Workspace.
- Experience administering Microsoft 365 and Azure.
- Willingness to undergo a background check in accordance with applicable regulations.
- Welsh language skills are advantageous.
Required Qualifications
- Full UK Driving Licence (required).
- Welsh language skills (preferred).
Work Location: In person, Llandudno, Conwy.
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