Sona IT is a managed service provider supporting small and medium-sized businesses including financial services, legal, automotive, property, healthcare and charity clients. We look after their users, devices, Microsoft 365 tenants, networks, backups and security, and we take pride in fixing problems properly the first time. About the role: This is an entry-level role for someone starting their IT career. You will join the 1st Line Support team and become the first point of contact for our clients. You will work through monitoring alerts, user requests and starters and leavers, following our documented processes, and escalate anything outside your remit to 2nd Line. You will study for a recognised Level 3 apprenticeship while you work, with a structured development plan and a named buddy on the team. Responsibilities: Respond to client queries via phone, email, live chat and WhatsApp, logging all contacts in Halo PSA Resolve common IT issues such as password resets, MFA, Outlook, printers, drives and device performance Resolve routine alerts and escalate hardware or critical issues Review Microsoft 365 and backup alerts Manage user onboarding and offboarding, including Microsoft 365 accounts and licences Prepare, test and deploy Windows devices, including returned equipment Support Mac devices managed through Mosyle MDM Assist with software and agent maintenance projects Escalate security alerts immediately to senior support teams Follow identity ..... full job details .....