IT Support Engineer - Education

Surf Tech IT Ltd is a fast-growing Managed Service Provider delivering IT support and VoIP solutions to businesses across the UK. Following a sustained period of growth and continued investment in our services, we are looking for exceptional individuals to join our team and help shape the next stage of our journey.

We are passionate about technology, customer service, and developing our people. If you're looking for an opportunity to grow your career in a supportive, forward-thinking business, we'd love to hear from you.

The role supports a wide range of businesses but focuses on Education clients, so we welcome candidates currently supporting MATs or secondary education who want to work in an MSP.

Key Responsibilities

Provide remote and telephone-based technical support to customers.

Diagnose and resolve technical issues across a range of customer environments.

Create and maintain knowledge base articles and technical documentation.

Ensure all incidents, requests, and changes are recorded accurately and managed through to resolution.

Deliver a high standard of service, maintaining excellent customer satisfaction levels.

Collaborate with colleagues to share knowledge and contribute to continuous service improvement.

Requirements

We are seeking a motivated and customer-focused IT professional with experience working in a Service Desk or Helpdesk environment. The successful candidate will demonstrate:

• 2+ years of IT support experience within a Service Desk or Helpdesk environment.
• Good working knowledge of Microsoft 365, including Entra ID, SharePoint, and Intune.
• Experience supporting and administering Active Directory environments.
• Experience supporting Windows Desktop and Server operating systems.
• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, and Wi-Fi.
• Hands-on experience with a ticketing or service management platform.
• Experience providing support to the education sector, including school office staff, teachers, senior leadership, or multi-academy trust teams.
• Eligible to work in the United Kingdom.

Essential Technical Skills

If you have any of the following, that would be great and would fit with our current growth plans

• At least A levels or an apprenticeship.
• Ability to produce clear, accurate, and concise technical documentation.
• Understanding of IT security best practices and technologies, including next-generation firewalls.
• Experience with the Kaseya and/or Datto technology stack.
• Experience supporting Next Generation Firewalls, such as SonicWall or WatchGuard.
• Experience with Microsoft Azure.
• Knowledge of backup and disaster recovery solutions.

Benefits

Competitive Salary of 28000-32000 GBP/year with regular reviews

22 days holiday per year plus bank holidays (increases after 3 years)

Contributory pension scheme (after 3-months)

Health Cash Plan (after probation)

Regular company events