ITbuilder is a growing Managed IT Services company based in Hertford. We provide a range of IT services to a large number of small businesses in the South-East as well as a handful of specialist services to large corporations. We are currently looking to strengthen our support team and are looking for bright and ambitious people to join us in 1st, 2nd and 3rd line roles. It is an opportunity for someone with excellent people skills to develop their skills in a wide-range of IT technologies in an enjoyable and exciting working environment.


  • Position reports to Fixed Line: Service Delivery Manager or Senior Service Delivery Manager

Job Purpose Summary

Provide technical assistance to ITbuilder’s customers across a range of desktop and server computing as well as hosted, networking and internet connectivity services. The role is mostly office-based, but may involve visits to customer premises to carry maintenance or installation work.


  • Key Responsibilities

o Respond to client requests within set response times

o Provide initial remote troubleshooting of problems with services

o Carry out essential housekeeping and admin tasks on client IT services

o Record notes of all work carried out on case management system.

o Provide occasional on-site troubleshooting or installation of IT systems and services

o Carry out daily checks on client monitoring systems


  • Essential Skills

o Excellent customer relations and communications skills

o Good working knowledge of Windows range of Operating Systems including Windows 7, 8, 8.1 and 10.

o A basic knowledge of Windows server operating systems (2008, 2012, 2019), including Small Business Server advantageous.

o Basic knowledge of common LAN and WAN network communications protocols (Ethernet 802.3 and 802.11, TCP/IP, NetBIOS, xDSL)

o Good working knowledge of Computer Architecture

o Good working knowledge of Common productivity applications, e.g Microsoft Office etc.


  • Non-essential skills but advantageous

o Basic knowledge of general business software applications eg. Sage, Quickbooks

o Knowledge of legacy Windows Server Operating Systems (2000, 2003)

o Knowledge of other technologies advantageous e.g. Wireless (802.11b/g/a/ac), VoIP (SIP, RTP), Routing Protocols (e.g. RIP, OSPF, BGP)


  • Hours

o Full Time – 40 hours

o Working to shift patterns within 8am – 8pm window, Monday – Friday


  • Salary

o 1 st Line £18-22k

o 2 nd Line £22-26k

o 3 rd Line £26-30k

o Dependent on relevant experience and skills


To apply please send CV and details to

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