Overview
2nd Line Helpdesk Desk Support (Remote) Jobs in Home Based at Prodigy IT Solutions
Prodigy IT Solutions is the outsourced IT department providing IT support to Small and Medium-sized Businesses. We are a customer service business that happens to do IT, with a huge emphasis on delivering the very best for all our clients.
As an employer of choice, we recognise that attracting the best talent means looking after our teams. Having won the best place to work in our local area and been a finalist in recent years, we understand what it takes to provide a good working environment where staff are appreciated and at the heart of what we do.
This role offers the flexibility of working from home on a full-time basis while focusing on delivering excellence to our clients. Prodigy is a customer service business that happens to do IT, so if you are very customer-focused and love solving technical issues on the help desk, then this role is for you!
No day is the same, and the role can be fast-paced, dealing with a variety of technical issues. You will have a good support network with colleagues offering you a point of escalation. The fact that we will assign you your clients allows you to build a great rapport and get to know their business inside out.
We don’t limit or classify what problems you can fix, so there will be a definite variety and exposure to all sorts of technical problems and solutions. The majority of our clients are non-technical, so we take a non-jargon approach. As well as demonstrating core technical competence, we like to see great communication and customer service skills where you are looking to exceed client expectations in all you do.
Our clients range from all types of industries and sizes. We are looking for someone who has a diverse background in helping all types of small and medium-sized businesses remotely and can work well under pressure. The role is very rewarding and satisfying, knowing you are the face of the company to clients who rely on you to keep their business operational and productive.
To stay in touch with colleagues, we ask that when logistically possible, you attend the office once a month; it’s important that you stay in tune with the company ethos and culture. We also have an evening MS Teams meeting, which is a great opportunity to have your say on the business. The Directors will discuss company updates, goals, and solutions. We even have a quarterly staff outing where we like to let our hair down.
About You:
For this IT Support role, you will need excellent customer service skills and, ideally, experience in the following areas and technologies:
- Experience supporting small- to medium-sized businesses
- Windows Server 2016, 2019, 2022, 2025 environments and the following is key:
- Hyper-V experience
- SQL
- Hosted/Cloud emails, backups, desktop solutions, Microsoft Azure, Amazon AWS
- MS Hosted Exchange / Office 365 / MS Teams / Intune / Azure AD / AIP / Co-Pilot / MFA / Conditional access policies
- Terminal Service / Remote Desktop services / Clusters
- LAN / TCPIP / DHCP / DNS / Firewalls / VPNs / Wi-Fi / WatchGuard / Unifi
- Fibre / EFM / Leased Lines
- Solarwinds Remote Management Tools
- Advanced Threat Protection
- Windows 11 / Apple & MS Office range
- General software, Sage Accounts, Anti-Virus, Backup tools, etc.
- Good understanding of Cyber Essentials Policies & Procedures
What you can expect:
- Working from home
- 24 days holiday (plus bank holidays)
- MS Training/certifications
- Soft skill training
- Company laptop / Monitors / Keyboard & Mouse
Job Type: Full-time
Experience:
- IT support: 2 years (Preferred)
Work Location: Remote
Title: 2nd Line Helpdesk Desk Support (Remote)
Company: Prodigy IT Solutions
Location: Home Based
