13 October 2024 
Hemel Hempstead 
Full-time Job Overview:
We are seeking a skilled and dedicated IT Technician to join our dynamic team at
MAATI TECH TECHNOLOGY SOLUTIONS LIMITED. The IT Technician will be responsible
for administering, monitoring, and supporting our internal and external networks,
servers, email, and security systems. The ideal candidate will serve as the first point of
contact for IT support within the organization, ensuring the smooth operation of IT
systems and providing technical assistance to all users.
Primary Purpose
The IT Technicians are tasked with supporting, investigating, and resolving our MSP
clients’ IT-related systems issues, ensuring all problems are addressed in a timely
fashion.
Key Responsibilities
Act as the first point of contact for all incoming support calls, emails, and
sessions.
Ensure all support requests are logged in the system and keep the client
updated.
Manage incident and request tickets, ensuring established SLA’s are met. • Provide support to our entire MSP client base.
Assist the Helpdesk Management Team with continuous business
improvements.
Communicate daily with clients regarding open tickets and manage their
expectations.
Escalate tickets to other teams when necessary, informing the Desktop Team
Lead.
Adhere to all company policies and procedures.
Ensure all role related KPIs are met.
Log, manage, and resolve MSP client IT issues.
Maintain the desktop asset register and configurations.
Undertake any other reasonable duties as required to meet the needs of the
business.
Qualifications:
Role also required strong IT and analytical skills, with excellent
communication and client interaction abilities and will be
required 37.5 hours per week