Technical Support Technician

- Lead the onboarding, documentation, and migration of new clients into our managed services and systems. - Conduct on-site client audits to ensure compliance and optimal performance. - Assist technicians with technical knowledge and act as an escalation point for complex issues. - Follow and update established processes and procedures to ensure accuracy and efficiency. - Collaborate with the management team to meet and achieve defined SLA and KPI targets. - Provide helpdesk support for complex problems, ensuring timely resolution. - Deliver technical support via phone, remote access, or site visits. - Consult, set up, troubleshoot, and resolve network connectivity issues with hardware and configuration. - Oversee device lifecycle responsibilities for client hardware, including distribution and setup projects for replacements. - Monitor and manage cloud and on-premises services and infrastructure. - Review, update, and improve existing client management policies and configurations to maintain a consistent experience. - Maintain a working knowledge of current security risks and threats to enhance existing policies and configurations. - Coordinate, set up, manage, and configure business broadband and VoIP services, including communication with third parties. - Document and update technical knowledge in the form of articles and procedures for our shared knowledge base. - Be available for overnight or extended stays in various parts of the UK to service client onsite visits, audits, and projects.