Netcentrix

About the Company

We’re Netcentrix, your trusted MSP for technology and cyber security. We help businesses work smarter, stay secure, and grow with confidence. Our solutions include: Cloud Support Services – flexible, scalable, and fully managed IT Infrastructure – robust, reliable systems to power your business Microsoft Services – expert deployment, management & support from an accredited Microsoft Partner IT Security Solutions – protecting your data and business from cyber threats Professional IT Services – tailored solutions for unique business needs From proactive IT management to advanced cyber security, we’re here to keep your business running securely and efficiently, now and into the future.

Listed Jobs

Company Name

Netcentrix

Job Title

Tier 1 Service Analyst

Job Description

**Job title:** Tier 1 Service Analyst **Role Summary:** Provide first‑line technical support for clients in a Managed Service Provider (MSP) environment. Resolve hardware, software, and network issues via phone, email, or ticketing system, and coordinate escalations to Tier 2/3 while maintaining SLA compliance. **Expectations:** - Deliver prompt, courteous customer service and effective troubleshooting. - Log and manage tickets accurately and communicate progress to users. - Escalate unresolved or complex incidents within defined SLA windows. - Expand technical knowledge to progress toward higher‑tier roles. **Key Responsibilities:** - Respond to user support requests (phone, email, ticket) and diagnose issues. - Resolve incidents related to Windows OS, Microsoft Office/365, basic networking, and peripheral hardware. - Create, modify, or disable user accounts in Active Directory and Office 365; reset passwords. - Troubleshoot connectivity (Wi‑Fi, VPN, DNS, DHCP) and perform basic network diagnostics. - Log all activities and incident details in the service‑desk ticketing system. - Prioritise, track, and close tickets within SLA guidelines. - Create incident reports and participate in post‑incident reviews. - Maintain and update technical documentation, knowledge‑base articles, and SOPs. - Collaborate with Tier 2/3 engineers for resolution of escalated issues. - Attend ongoing training and keep skills current with emerging technologies and IT best practices. **Required Skills:** - **Technical:** Familiarity with Windows OS, Microsoft Office/365, Active Directory, VPN, and basic TCP/IP, DNS, DHCP. Remote desktop troubleshooting. - **Communication:** Clear verbal and written communication; ability to explain technical concepts to non‑technical users. - **Problem‑solving:** Logical troubleshooting, prioritisation, and time‑management. - **Customer‑service orientation:** Polite, friendly, and proactive approach. - **Collaboration:** Teamwork within service‑desk and cross‑functional teams. - **Documentation:** Accurate, concise ticketing and knowledge‑base entry. **Required Education & Certifications:** - High‑school diploma or equivalent; a bachelor’s degree in IT or related field is a plus. - Industry certifications: CompTIA A+ and/or Microsoft 365 Fundamentals preferred. - Knowledge of ITIL principles and best practices. ---

Chorley, United kingdom

On site

06-11-2025