IT Support Consultant

Pinnacle, the UK's leading business management software & IT solutions provider, is seeking to recruit an IT Support Consultant to join its growing Managed IT Services Team.

This position offers flexible home-based working, with access to any of Pinnacle’s UK offices. Customer site visits may be required.

We're looking for highly motivated, enthusiastic individual to provide help-desk support to Pinnacle's IT Services customers across the UK & Ireland. The role requires an experienced and hard-working IT technician, who can juggle high volume workloads and provide both remote and telephone support on all hardware and networking issues.

The job will require close working with customers to identify IT related problems and advising on the solution, logging and keeping records of customer queries within Pinnacle's Case Management System.

Working with field engineers to visit customers if the problem cannot be resolved remotely, testing and fixing faulty equipment.

Reporting to the IT Services Support Team Leader, the successful candidate will be primarily responsible for providing front-line IT, and hardware/software support to Pinnacle customers.

Key responsibilities

1. Prompt Issue Resolution:
   Respond promptly to technical issues, troubleshoot, identify root causes, and provide effective solutions.
2. Customer Communication:
   Communicate with customers via phone, email, or chat to understand issues and deliver guidance and solutions.
3. Product Advice:
   Provide context-specific advice to customers experiencing problems with our products.
4. Case Management:
   Follow published guidelines for case management, ensuring daily maintenance, updates, and prioritization to meet service level targets.
5. Documentation:
   Maintain a comprehensive record of customer issues and resolutions, including clear problem statements, troubleshooting steps, and root cause analysis.
6. Collaboration:
   Collaborate with internal teams and third-party suppliers to resolve customer issues and provide feedback on product enhancements.
7. Stay Informed:
   Stay updated on changes and updates to relevant software and ISV products to provide accurate information to customers.
8. Exceptional Customer Service:
   Strive to go above and beyond to resolve issues and ensure customer satisfaction.
9. Additional Support Duties:
   Undertake other support duties as required, including on-site and chargeable work.
10. KPIs:
    Work to achieve the team’s KPIs, taking remedial action where targets are not met, as advised by your Team Leader, Manager or Director

Salary will be negotiable depending on track record and experience.

The position is a full time, and permanent contract.

These posts offer an exciting opportunity for enthusiastic and customer service-focused software support professionals who wish to be a part of a well-established and rapidly expanding technology company.

• At least 4 - 5 years of experience in front-line IT Hardware / Networking support environment
• Server Operating Systems (2012/2012R2, 2016, 2019, 2022 and 2025 and Active Directory)
• Desktop Operating Systems (Windows 10 & 11)
• Experience in Virtualisation (specifically Hyper-V) not a requirement but an advantage
• Experience of Security Solutions (EDR, XDR)
• Experience with Networking equipment, such as Firewalls, Switches & Wireless Configurations
• Good Hardware Skills and confidence working on site in front of customers as required
• Backup Solutions knowledge (General Understanding, Backup, Restore, Retention)
• Microsoft 365 experience (Exchange Online, SharePoint, OneDrive, Teams Administration & Support