Career opportunities
Technical Support Engineer L1-L2
Includes BTEC Level 4 Cyber Security Training
Employment Type: Permanent
Location: 09:00-17:30 Monday-Friday office based in East Grinstead, West Sussex
Salary range: £24 – £30K depending on experience
Restrictions: You must meet the requirements of the government approved apprenticeship funding program.
Who are Ashdown Solutions?
At Ashdown Solutions we believe our core purpose is to enable clients to safely and confidently operate their companies. We aim to help them do so with greater effectiveness, and to adopt technology by removing the unnecerssary barriers of complexity…and importantly, remove fear from those who will use it!
Who are the people you will be working with?
Our team includes highly experienced and motivated of technical experts who work to build honest business relationships with all of our clients to ensure that they trust us to manage their business IT and technology solutions with expertise and integrity, as we are ‘in IT together’.
What role will you be applying for?
As the latest IT Support Engineer to join Ashdown Solutions you will be coming to our business at a time of growth and significant evolution within the technology sector. The role will require openess to change, and a keeness to lead the way on the latest solutions for clients.
You will be a key figure in maintaining the technological backbone of our clients’ businesses. Your role will involve overseeing the daily operations of their computer networks and systems and ensuring they run both efficiently and securely.
A typical weel may involve a mix of installing, configuring and maintaining hardware and software, managing network servers and ensuring all systems are up to date and operating smoothly. It’s a varied role that will allow your skills to grow!
With that in mind, and with cyber security being such a critical function in todays high tech world we will train you to be an industry expert via the BTEC Level 4 in Cyber Security
What would make you the right person?
You will need to be a strong communicator as talking to our clients and prospects positively on the phone and via email is a big part of the role. As a people-person, you will like the fact that you get the chance to build trusted and meaningful working relationships with clients, and that they will value your opinion, expertise, and diligence.
You will be a positive team player, and an energetic, upbeat person who will bring enthusiasm and constructive feedback…always seeking the best way to deliver great service and positive working relationships.
You will be someone who strives for better every day, taking ongoing, pro-active steps to better your knowledge, capabilities, and skills…enjoying nothing more than leaning something new and sharing this with your collegues.
Finally, you will be caring. The most important aspect of this role is that we work with the best interest of our clients always at the heart of our actions.
If this sounds like the person you are, and the way you think, then we really want to hear from you!
Interested? Want to know more?
Complete the form below and we will be in touch shortly
Key responsibilities and activities
- Provide IT support and resolve IT-related issues with users, managing calls and raising tickets inside the ticketing system
- Identify and resolve faults that arise either remotely or on client sites
- Record and manage all issues in our tracking system for all queries raised and report on issues in line with the relevant Service Level Agreement
- Escalte tickets that require skills/experience to remediate
- Recognise opportunities for additional service provision or updating of hardware for clients – work together with the sales team to grow accounts
- Build, configure and install new computers onsite onboarding of new users
- Serve as an administrator for clients’ hardware and software systems
- Ensure all new and current IT hardware/software records are recorded correctly and maintained in our documentation system
- Procure, maintain and administer computers and office equipment to meet client needs/budget requirements
- Design, test and implementation of security polocies and procedures
- Continuous development of knowledge of IT support, help desk procedures, profucts, and services
- Participate in and support new and existing projects either remotely or on-site as required
- Identify opportunities for improvement and make constructive suggestions for change
- No out of hours/weekend on call
Technical requirements and skills
Essential
- 6-18 months experience in an IT Helpdesk or MSP Level 1 role
- Experience in supporting and managing the Microsoft 365 Platform including Exchange, SharePoint and EntraID
- A working knowledge of networking covering cabling, routers, firewall, switches and accesspoints
- Good at recording and managing support tickets and work requests in a ticket management system
- Experience of working with remote control tools
- Detailed tracking of activity and changes in our documentation system
- Ability to work independently and ensure customer satisfaction
- Knowledge of Windows 11, Windows Server, Active Directory and Group Policy
- Knowledge of printers and scanners, website administration and DNS
Desirable
- Experience with MSP tools Autotask, dattoRMM, ITGlue, Inky
- Experience with Unifi network hardware and cloud controller
- Experience with supporting and managing 3CX or Teams VoIP Technology
- Knowledge of Apple MacOS support and administration
- Exposure to Azure Virtual Desktop
Other requirements
- Office base – East Grinstead, West sussex RH19 4LZ
- Full UK driving license
- Access to a vehicle – we are on the edge of town with limited access and some site travel, fully expensed, will be required
- UK Right to work
- Currently there is no requirement for a Disclosure and Barring Service check, subject to future client requirements
BTEC Level 4 apprenticeship requirements
- Five GCSE’s and/or A-Levels, OR
- A Level 3 apprenticeship, OR
- Other relevant qualifications or experience, OR
- An aptitude test focused on functional maths
Diversity and Inclusion
Ashdown Solutions Limited is committed to promoting equal opportunities in employment and building an inclusive and diverse workforce. You and any (all) applicants will receive equal treatment regardless of age, disability, gender reassignment, marital of civil partner status, pregnancy or maternity, race colour nationality, ethnic or national origin, religion or belief, sex or sexual orientation (protected characteristics).