Job Description

About Zenzero

Zenzero is one of the UK's fastest-growing technology companies. Named a Top 8 Technology Company at the British Business Awards 2026, recognised by Deloitte as a Best Managed Company, and featured in the Sunday Times Hundred (an annual ranking of the UK's fastest-growing private companies) in both 2025 and 2026, we hold Microsoft Solutions Partner status across all six designations, putting us in the top tier of UK Microsoft partners. The accolades reflect something real: a business that is scaling fast, executing well, and building something that lasts.

We're on a mission to make technology genuinely work for mid-market businesses, covering managed IT, cyber security, cloud, and AI solutions that actually move the needle. The demand is growing, and so are we.

We're also a certified B Corp and Scale Up Award winner. That combination matters to us: high growth and high standards aren't in conflict here. Fast growth, high standards, real impact. If that sounds like your kind of place, keep reading.

About the Role

As an IT Consultant in our Guernsey Service Delivery team, you will deliver high-quality third-line technical support and take ownership of complex and escalated technical issues. Working independently and as a senior escalation point for the service desk, you will combine strong technical troubleshooting with clear, timely and professional client communication.

You will also help strengthen the wider service desk through practical coaching, mentoring and knowledge sharing. Success in the role means progressing complex tickets efficiently in line with agreed service standards, maintaining accurate updates and handovers, identifying risks early, and contributing to consistently strong customer feedback.

Responsibilities

• Own complex and escalated third-line technical issues from investigation through to resolution, progressing tickets in line with policy, procedure and agreed service standards.
• Act as a senior technical escalation point for service desk colleagues, providing practical support that improves technical capability and reduces avoidable escalations.
• Communicate clearly and proactively with clients about issues, faults and ticket progress, using the most appropriate communication method for each situation.
• Maintain accurate ticket records, statuses, technical updates, handover notes and escalation information throughout the lifecycle of each issue.
• Identify and raise risks promptly where service levels may be breached or tickets may become stale, supporting timely intervention and resolution.
• Coach, mentor and upskill colleagues through knowledge sharing, practical guidance and support with escalated technical issues.
• Contribute to the creation, review and improvement of standard operating procedures, departmental documentation and recurring technical solutions.
• Drive your own technical development and performance against objectives, service expectations and team standards.

Requirements

Essential

• Experience working in a managed services IT support or service desk environment, including handling escalated third-line technical issues.
• Technical knowledge of Microsoft 365, Azure, Active Directory, Intune, Microsoft Office and Windows 11.
• Understanding of malware and core security fundamentals, including anti-virus, phishing and IP spoofing.
• Excellent troubleshooting skills, with the ability to investigate and progress complex technical issues independently.
• Excellent interpersonal and customer service skills, with clear and professional client communication.
• Strong administration and time management skills, including the ability to maintain accurate ticket updates and prioritise work effectively.
• Evidence of active personal and technical development.

Benefits

• Private health insurance
• Generous holiday allowance + a day off on your birthday
• Flexible working patterns
• Enhanced pension contributions
• Regular social events across all our offices