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- Tasks: Provide top-notch IT support and resolve technical issues for clients.
- Company: Join Truly SMB, a leading tech partner for small and medium businesses.
- Benefits: Enjoy competitive pay, unlimited holidays, private medical insurance, and more.
- Other info: Opportunity for career growth and out-of-hours work for extra pay.
- Why this job: Kickstart your tech career in a dynamic environment with real impact.
- Qualifications: Experience in IT support, strong communication skills, and a passion for learning.
The predicted salary is between 25000 - 35000 £ per year.
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.
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 utilise and develop your skills in a dynamic environment, supporting end-users with a focus on customer service and technical excellence.
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.
- 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 prioritise and manage multiple tickets.
- A passion for learning and developing technical skills.
- A+, N+ or MCP qualified.
- 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.
- 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.
MSP Support Technician employer: Truly SMB
Contact Detail:
Truly SMB Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land MSP Support Technician
✨Tip Number 1
Get your networking game on! Attend local tech meetups or online webinars related to IT support. It's a great way to connect with industry professionals and might just lead you to your next opportunity.
✨Tip Number 2
Don’t underestimate the power of social media! Follow Truly SMB and other companies you're interested in on LinkedIn. Engage with their posts and share your insights; it shows you're proactive and genuinely interested.
✨Tip Number 3
Practice makes perfect! Set up mock interviews with friends or use online platforms to refine your responses. Focus on showcasing your customer service skills and technical knowledge, as these are key for the MSP role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the Truly SMB team and ready to make an impact.
We think you need these skills to ace MSP Support Technician
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your previous work in an MSP environment and any relevant technical qualifications like A+, N+, or MCP.
Craft a Compelling Cover Letter: Use your cover letter to showcase your passion for IT support and customer service. Mention specific examples of how you've resolved technical issues in the past and how you can contribute to Truly SMB's mission.
Show Off Your Communication Skills: Since this role involves a lot of client interaction, make sure your written application demonstrates your excellent communication skills. Keep it clear, concise, and professional while still showing your personality.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates about the hiring process.
How to prepare for a job interview at Truly SMB
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Windows 10/11, Microsoft 365, and basic networking concepts like DNS and DHCP. Being able to confidently discuss these topics will show that you're ready to tackle the technical challenges of the role.
✨Show Off Your Customer Service Skills
Since this role is all about delivering excellent customer service, prepare examples of how you've handled difficult situations in the past. Think about times when you resolved a client issue or went above and beyond to ensure customer satisfaction.
✨Familiarise Yourself with Their Approach
Research Truly SMB's TrulyFIT approach and understand how they differentiate themselves from traditional IT support. This will help you align your answers with their values and demonstrate your genuine interest in the company.
✨Prepare for Scenario Questions
Expect to be asked how you would handle specific technical issues or customer interactions. Practise answering scenario-based questions, focusing on your problem-solving skills and ability to prioritise tasks effectively in a fast-paced environment.