L1 IT Support Technician
Dr Logic · Operations Team · Reports to MSP Operations Manager
About Dr Logic
Dr Logic is a proactive Managed Service Provider (MSP) specialising in Apple-first IT environments for small and medium-sized businesses. As an Apple Premium Technical Partner, the company brings deep expertise across macOS, iOS, and the broader Apple ecosystem, delivering reliable, secure, and scalable IT solutions.
With a strong focus on modern workplace and cloud technologies, Dr Logic acts as a trusted technology partner, helping organisations enhance efficiency, strengthen security, and support sustainable growth through tailored managed services.
Summary
As an L1 IT Support Technician at Dr Logic, you will be the first line of support for our clients, resolving everyday IT issues efficiently and professionally, both remotely and on-site. Reporting to the MSP Operations Manager, you will triage cases, manage the dispatch and backlog, and ensure timely resolutions to maintain our SLAs. This role combines technical know-how with strong communication, ensuring clients receive excellent service while you document actions accurately and contribute to team improvements.
This role includes regular on-site visits across our London client base.
Goal
Deliver exceptional customer service through technical expertise, providing remote, phone, and on-site support to keep client IT systems running smoothly. You will build strong relationships, resolve issues effectively, and enhance the client experience both digitally and in person.
Duties and Responsibilities
Technical Support
- Prioritise and resolve support cases within SLA targets, focusing on first-time fixes.
- Follow service processes from initial response to resolution, escalating complex issues with detailed handovers.
- Diagnose and troubleshoot technical problems using best practices.
- Provide regular on-site support across client locations, including hardware setup, installs, troubleshooting, and general technical presence at client sites.
- Keep case records accurate and clients updated.
- Stay current on IT trends and technologies.
Team Collaboration
- Partner with Level 2 technicians and assist in onboarding new team members.
- Support the MSP Operations Manager with change management and process updates.
Process Improvement & Documentation
- Suggest tweaks to tools and processes for better efficiency.
- Update client documentation to reflect system changes.
- Share solutions and insights to streamline team support.
Skills & Experience
Essential
- Troubleshooting macOS and iOS, with Apple as the primary platform focus, alongside working knowledge of Windows Desktop and Windows Server environments.
- Familiarity with tools like Microsoft 365, Google Workspace, Adobe Creative Cloud, and endpoint protection software.
- Experience with RMM and MDM platforms (e.g. NinjaOne, Jamf, Addigy)
- Understanding of networking basics (DHCP, DNS, IP addressing, subnetting, VLANs).
- Experience with IT service management platforms (e.g. ServiceNow, Autotask).
- Security awareness, including recognising phishing attempts, safe handling of credentials, and good general security hygiene.
- Proven problem-solving skills and ability to explain technical concepts clearly to non-technical users.
- Able to travel regularly to client sites across London.
Desirable
- Apple Device Support Certification.
- Familiarity with identity management platforms (e.g. JumpCloud, Okta).
- Familiarity with AI tools such as Claude and an interest in how they can support day-to-day technical work.
Certifications
- No certifications are essential at point of hire. Apple Device Support Certification is expected to be completed as part of probation and ongoing training if not already held.
Personal Qualities
- Genuine passion for technology
- Keen to learn and develop, with ambitions to build a long-term career in IT
- Positive, can-do attitude
- Adaptable and proactive; comfortable taking initiative rather than waiting to be told
- Thrives in a fast-paced environment with a strong customer focus
- Collaborative, approachable, and self-motivated
- Detail-oriented with solid organisational skills
- Reliable and conscientious: follows processes and takes ownership of tasks
- Professional and client-facing, comfortable representing Dr Logic in person
