We are seeking an experienced L1 Helpdesk Support to join our Managed Services team. You will act as the first point of contact for client support requests, assisting business users with day-to-day IT issues while maintaining security and service standards.

This role requires prior experience working in an MSP (Managed Service Provider) environment and familiarity with industry-standard tools.

Key Responsibilities

• Respond to and manage support tickets using Autotask PSA

• Provide remote technical support to end users

• Troubleshoot and resolve Windows 10/11 issues

• Support Microsoft 365 and Entra ID (Azure AD) user management

• Perform password resets, account unlocks, and MFA support

• Use Datto RMM to monitor, manage, and troubleshoot endpoints

• Access and update documentation in ITGlue

• Identify and escalate cybersecurity or security-related incidents

• Follow SLA guidelines and prioritise tickets appropriately

• Escalate complex technical issues to Level 2/3 engineers

• Accurately document troubleshooting steps and resolutions

Required Technical Experience

Candidates must have hands-on experience with:

• Autotask PSA (ticket management and documentation)

• ITGlue (documentation and client information management)

• Datto RMM (remote monitoring and management)

• Microsoft Windows 10/11 troubleshooting

• Entra ID (Azure Active Directory) user management

• Microsoft 365 Administration (Outlook, Teams, OneDrive, SharePoint)