Truly SMB
MSP Support Technician
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Company Description
Truly SMB is a dedicated technology partner for small and medium businesses, providing IT Support, Business Solutions, and Data & AI services to enhance security, productivity, and decision-making. Through our innovative TrulyFIT approach, we go beyond traditional IT support by offering strategic guidance to help businesses optimize their technology for growth. Recognized as CRN MSP of the Year 2025, we specialize in delivering secure and tailored managed IT services. At Truly SMB, we are committed to empowering businesses with tools and insights to achieve continuous progress and success.
Role Description
We are looking for a proactive and dedicated 1st/2nd line IT Helpdesk Technician with experience in a Managed Service Provider (MSP) environment. You’ll be the first point of contact for our clients, delivering excellent customer service while resolving a wide range of technical issues. This role offers an excellent opportunity to utilize and develop your skills in a dynamic environment, supporting end-users with a focus on customer service and technical excellence.
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Key Responsibilities
- Provide first and second line technical support via phone, email, and remote tools.
- Log, triage, and resolve tickets within agreed SLAs.
- Troubleshoot issues across Windows OS, Microsoft 365, networking basics, printers, and common business applications.
- Escalate complex issues to the Escalation Team when required.
- Maintain accurate documentation and update knowledge base articles.
- Assist with onboarding/offboarding tasks and basic user administration.
- Deliver a positive customer experience with clear communication and ownership of issues.
Required Skills & Experience
- Previous experience in an MSP or fast-paced IT support environment.
- Strong understanding of Windows 10/11, Microsoft 365 admin, and basic networking (DNS, DHCP, VPN).
- Understanding of server environments (Hyper-v and VMware) and functionality (Active Directory and GPO).
- Experience using RMM (remote monitoring and management) and PSA (ticketing system) tools.
- Excellent communication and customer service skills.
- Ability to prioritize and manage multiple tickets.
- A passion for learning and developing technical skills.
- A+, N+ or MCP qualified
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What would your day look like
- Taking incoming calls from clients who require technical support as well as calling clients to resolve tickets you have taken ownership of.
- Managing your own ticket queue to ensure client satisfaction is maintained to a high level, from initial response all the way through to resolution.
- Working in a fast-paced MSP environment and maintaining client SLA’s as well as internal KPI’s.
- Optional Out of Hours work may be available which will be paid overtime.
Additional Information
- On-site work may be required depending on client needs.
- Must hold a valid UK driving license and have access to a vehicle.
- Must be eligible to work in the UK.
- Sorry, no recruitment agencies at this time.
Job Types
- Full-time, Permanent
Benefits
- Company pension
- Discounted or free food
- Free parking
- Life insurance
- On-site parking
- Private medical insurance
- Sick pay
- Unlimited paid holidays
Work Location
- Castle Donington, near Derby - In person
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