Redsquid, Borehamwood, England, United Kingdom
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Location: Borehamwood, Hertfordshire
Type: Permanent, Full-time
Hours: Monday to Friday, 37.5 hours per week
Start date: As soon as possible
About Redsquid
We believe in challenging the status quo and making a difference through technology. Redsquid is an innovative provider of IoT, voice & data, cyber, IT, cloud, and technology services. Our mission is to enhance our customers' productivity, efficiency, and agility with scalable solutions that drive success.
Role Overview
This is an office-based role in Borehamwood. You will be responsible for resolving a variety of IT issues, some straightforward and others requiring investigation and problem-solving. We value passion, innovation, integrity, and exceptional teamwork. The role involves handling customer IT support issues, maintaining backend systems, and supporting project delivery.
Key Responsibilities
1. Diagnose and resolve IT issues remotely for customers.
2. Build, install, configure, and troubleshoot hardware and software.
3. Act as escalation point for 1st line engineers.
4. Keep backend systems updated.
5. Ensure accuracy of customer information and documentation.
6. Provide proactive advice on best practices.
7. Support project delivery as needed.
8. Develop skills and share knowledge within the team.
9. Meet response and resolution SLAs.
10. Occasionally visit customer sites for installs or onsite support.
Desired Outcomes
1. Positive customer feedback.
2. First-time resolution of issues whenever possible.
3. Response and fix times within SLAs.
4. Strong customer relationships.
Experience & Skills
1. Minimum 2 years in a 2nd Line technical support role, with overall 5+ years in technical support.
2. Experience supporting remote users across various businesses.
3. Proficiency with M365 platform and Microsoft Office products.
4. Experience with Office 365 Exchange, SharePoint, Intune, Azure VM, AVD, Server Management, Active Directory, Hyper-V, ADConnect.
Benefits
We offer a comprehensive benefits package, including:
* Annual leave starting at 24 days, increasing with service.
* Additional day off for your birthday.
* Holiday buy/sell scheme.
* Private health and dental insurance, eye care, pension scheme, staff incentives, casual dress, company events, free parking, gym membership, on-site parking, medical insurance, referral program, sick pay, wellness programs, and flexible working options.
Additional Information
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Job function: Information Technology
* Industry: IT Support and Services
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