This role will be working within a fast-growing Operations team, who look after Technical Support of our existing customer base, as well as implementing projects and solutions for new prospects.
This role would suit a passionate individual who is looking to gain experience working with many different types of exciting technologies. In-house training is provided and is complemented, by agreement, with official industry programs.
Responsibilities 1ST/2ND LINE SUPPORT: • Answering phone calls and managing open tickets alongside the 1st line team • Assisting the 2nd line team with escalations and providing support remotely • Assisting with reporting on KPIs for the service desk team • Managing open tickets within SLA, and maintaining ownership • Working closely with team members, customers, and suppliers to resolve issues and manage expectations. • Creating/Updating/Reviewing Knowledge Base Articles • On-call shift rota, and occasional evening/weekend work (scheduled overtime)
The successful candidate should have: • A minimum of 1 year s 1st/2nd line helpdesk experience, ideally at a Managed Service Provider • Excellent customer service and communication skills • Full clean UK Driving license. • Ability to prioritise tasks on a busy and fast paced Service Desk • Ability to work in a team and with minimal supervision.
Technical skills (training will be provided for any gaps in knowledge): • Microsoft 365: o Exchange/SharePoint Online o Outlook/Teams o Endpoint MDM • Microsoft Azure/Entra: o Azure AD Connect/Hybrid deployments. o Azure Virtual Desktop/Remote Desktop Services • Microsoft Windows: o Workstation from 7-11. o Windows Server and Hyper-V o Active Directory/Group Policy • Infrastructure: o Networking (Unifi Cloud Controller, Meraki, plus general concepts) o Data Protection (Backups, DR etc ) o Ethernet cabling basics.
Benefits 2ND LINE SUPPORT -£25,000 - £30,000 plus £2,500 (On-Call Allowance) • Company Pension
• Gym membership at Office location
• On-site parking
• 25 days holiday a year (Bank Holiday is not deducted)
