Technical Support Agent
Location: Cirencester / Flexible Working Options
Employment Type: Permanent
Salary: £27,000 – £35,000 per annum
The Company
This role is for a fast-growing and dynamic Managed Service Provider (MSP), delivering IT, telecoms, and connectivity solutions across the UK. We’re at an exciting stage of growth, with key business drivers and niche opportunities propelling our success. As a Technical Support Agent, you’ll play a central role in shaping how we deliver and support these services, ensuring our clients receive best-in-class support.
Role Overview
As a Technical Support Agent, you’ll be a key member of our MSP support desk, providing both day-to-day technical assistance and proactive input into our evolving service offering.
Your responsibilities will include:
- Operational Support Management
- Manage and support a broad product portfolio including Gamma Horizon, UC, connectivity, mobile airtime, remote desktop, and Microsoft 365 applications.
- Provide hands-on technical support to customers and the sales team.
- Monitor and manage the support ticket queue, ensuring SLA commitments are consistently met.
- Communicate updates clearly and professionally to clients during support incidents.
- Investigate complex technical issues, bridging the gap between non-technical users and technical specialists.
- Collaborate with channel partners and internal teams to resolve escalations.
- Sales Support & Growth
- Identify and escalate new sales opportunities from customer interactions.
- Contribute insights to help shape customer solutions and strengthen client relationships.
Required Skills & Experience
To thrive in this role, you should bring:
Effective Communication Skills
- Ability to engage confidently with customers and colleagues at all levels.
Analytical & Problem-Solving Mindset
- Logical approach to diagnosing and resolving support issues.
- Ability to classify incident severity and pragmatically agree on resolutions and timescales.
Operational / Technical Support Experience
- Minimum 2 years’ experience in a similar role within IT support or MSP environments.
Technical Proficiency
- Experience with remote desktop IT support.
- Familiarity with Microsoft Intune, MS365, and cybersecurity practices.
- Understanding of firewalls, networking, and router configuration.
Telecommunications & Hosted PBX Knowledge
- Experience with customer onboarding, WLR and number porting, UC/Horizon configuration, and connectivity setup.
The offering
- Competitive salary: £27,000 – £35,000 depending on experience.
- Flexible working options (hybrid / remote considered).
- Career development opportunities in a growing MSP.
- Be part of a supportive team that values innovation, collaboration, and client success.
