About the Role

Distinct Technology Group is a Managed Service Provider (MSP) delivering IT support and infrastructure management to a range of client businesses. We're looking for a Junior IT Support Analyst to join our support team and provide first-line technical support across our client base. You'll be a key point of contact for hardware, software, and network issues, helping keep client systems running smoothly while developing your skills in a fast-paced, multi-client MSP environment. This role requires on-site work at client locations, so a valid driver's license is essential.

Key Responsibilities

• Respond to and resolve helpdesk tickets, phone calls, and on-site requests across multiple client environments within agreed SLAs, in line with Distinct's ITIL-aligned service management processes
• Provide first-line troubleshooting for hardware, software, printers, and network connectivity issues
• Set up and configure new user accounts, laptops, and mobile devices using Microsoft Entra ID and Intune
• Support endpoint security and compliance using Microsoft Defender and related tools
• Install, update, and patch software across client environments
• Escalate complex issues to senior IT staff or specialist teams as needed, following ITIL incident and request management practices
• Maintain accurate records of support requests, resolutions, and client assets in the ticketing/PSA system
• Travel to client sites as required to deliver on-site support and installations
• Assist with onboarding and offboarding processes, including equipment setup and account provisioning across the Microsoft 365 stack
• Support basic network tasks such as password resets, VPN access, and printer configuration
• Document common issues and solutions to build out the internal knowledge base
• Follow IT security policies and help promote good security practices among client staff

About You

• Some experience in a help desk, technical support, or similar customer-facing IT role (internships and personal projects count), ideally within an MSP or multi-client environment
• Solid understanding of Windows and/or macOS operating systems
• Experience with, or strong willingness to learn, the Microsoft stack — Entra ID, Intune, Defender, and Microsoft 365 (Outlook, Teams, SharePoint)
• Great communication skills, with the ability to build rapport with a variety of clients and explain technical concepts clearly to non-technical users
• Familiarity with ITIL principles, or willingness to work within an ITIL-aligned service delivery framework
• Strong troubleshooting and problem-solving instincts
• Comfortable working both independently and as part of a team, managing multiple client priorities
• A valid driver's license and willingness to travel to client sites as required

Nice to Have

• CompTIA A+, ITIL Foundation, or Microsoft certifications (e.g. MS-900, MD-100/101), or working towards one
• Prior experience working in an MSP
• Basic knowledge of networking fundamentals or scripting
• Experience with PSA/ticketing systems (e.g. ConnectWise, Autotask, Halo)