Company Overview and Role Introduction
Solution Consultants ICT Limited is a rapidly growing managed service provider (MSP) supporting over 350 clients with IT and Telecoms services, consultancy, and project support. They are seeking an IT Support Engineer to join their expanding technical team, reporting to the IT Services Manager, with a focus on delivering excellent IT support and meeting service level agreements (SLAs)
Role Objectives
Overall Objectives
* Respond daily to customer calls and tickets, resolving issues within SLA while keeping customers informed
* Maintain a professional representation of the company to ensure positive customer experiences
Day-to-Day Responsibilities
* Manage assigned customer tickets within SLA, including calls and updates in internal and supplier systems
* Keep customers updated on ticket progress
* Escalate critical business issues appropriately
* Liaise with suppliers to escalate issues and record their responses
* Order, provision, and configure new services as needed
* Monitor IT support customers continuously
* Continuously update and improve knowledge of the company's product set
Required Technical Skills
* Expertise in Windows support and troubleshooting, including:
* Active Directory
* Group Policy
* Domains
* File and Print services
* DNS
* Proficiency in Windows desktop troubleshooting.
* Microsoft 365 configuration, installation, and support.
* SharePoint setup and site migration.
* Exchange (Microsoft 365) administration and migration.
* Hardware repair, troubleshooting, and installation.
* Experience with service desk ticketing systems .
Desirable Technical Skills
* Experience with Microsoft Azure.
* VOIP Setup and administration
* Familiarity with Acronis backup solutions.
* Knowledge of email migration tools.
* Prior experience in an IT Service Desk role is essential, with an emphasis on working to deadlines, being organized, and having good time management and attention to detail.
* Occasional voluntary overtime is available
Employment Package
* Basic salary of £25-28K per annum DOE, plus statutory pension.
* Work hours are Monday to Friday, 8:30 am to 5:30 pm at the head office.
* Friendly and supportive office environment.
* Genuine career development opportunities as the company grows and diversifies.
* 20 days holiday plus bank holidays .