Grace Solutions Ltd
Support Technician (L2–L3)
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Six roles. One job.
Could working with Grace Solutions be your next step?
What we are looking for
We are seeking a driven, enthusiastic, customer-orientated Level 2 Support Technician to work from our Cambridge office. We are a growing MSP where the best interests of our clients are at the heart of everything we do and our team work hard to deliver excellence every single time.
A bit about the role
Most IT support jobs are just one thing. This one is six: service desk, infrastructure, project management, field engineering, client engagement, plus R&D. The breadth of these roles intentionally improves problem-solving skills, delivers quicker ticket triaging, new career pathways, more autonomy, and well...just simply “variety is the spice of life”!
Why the job is shaped this way
Many providers make client contact work up through a hierarchy of increasingly skilled staff. We work the other way round: clients start at the top, and the first person they reach is already the expert. In this job that’s you, from taking the call you work out exactly what’s wrong and you stay with it to the end. No handover, no miss-communication and nobody explaining it twice.
What the work comprises
Your core responsibilities will lie with the service desk and include:
- Client support requests by phone, email, web and in person, across hardware, software, security and systems, and the recurring problems underneath the symptoms.
- Around this, sits five more areas you will work in:
- Infrastructure — servers, networks, storage and cloud
- Project management, end to end
- Field engineering on client sites
- Client engagement, our blend of account management and sales engineering
- R&D
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All of this makes for a varied, challenging role which requires someone who can adapt, think on their feet and respond quickly and accurately every single time.
What that means for you
Any day could mean several clients and several technologies. After onboarding, you operate largely autonomously, escalating exceptions rather than routine decisions, and you may be the most senior technician on duty. We shape jobs around people's strengths, so the balance between the six will come from a conversation together.
How you get good at it
Training with us is Show and Shadow: a colleague demonstrates, you shadow, then you do it while they shadow you, then you teach it to someone else.
Being straight about it
An MSP gives you exposure to many clients, environments and technologies, and a faster route to broad experience. The trade is pace and context-switching.
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Our vision
Our vision is "ecstatic clients, ecstatic team", and we work hard to achieve this. Our four values — Excellence, Transparency, Purpose and Care were not chosen as ideals; they are behaviours we believe deliver the best client experience and were borne from overcoming the most common frustrations for both our clients and our team.
What we need from you
The role is for a Level 2 (Technician), with responsibilities at Level 3 (Engineer). You don't need to arrive at Level 3 across the board.
You will need to demonstrate experience across the service desk, infrastructure and field engineering and show a passion for client engagement, organisation and the ability to evaluate new tech. We want you to develop your skills with us and demonstrate your interest in personal development to grow into Level 3 work.
Our offer
- This is a full-time role (40 hours per week Monday – Friday) based at our Cambridge office, with regular travel to client sites.
- We offer a competitive salary and 33 days annual leave, inclusive of public holidays.
- We also pay for mileage for your commute to work.
Questions before you apply? Contact us at hr@grace.solutions
We look forward to welcoming you onboard!
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