Job Description
Our client
a growing leader in the world of technology who are expandig their workforce with some exciting new projects.
Are you looking for a role where every day is different? Where you’re constantly challenged but supported too? Where the difference you make won’t just be noticed, but vital?
* We need you to provide technical support and advice to all client’s customers and work alongside staff to help complete ongoing and new projects.
* As a Technical Support Engineer, you will be responsible for working on new & existing tickets that come from phone calls, emails, and our support portal. Most of the support will be remote with opportunities for on-site work too if required.
* We don’t expect every team member to know all the answers. We do expect everyone to pitch in, share knowledge and help each other out. As a result, we’re a strong team. No job is beneath or beyond any of us, the Technical Director takes his turn making the tea, and everyone gets their chance to head up a project.
* The support you provide might include hardware and software support across various platforms; setting up new IT equipment; network troubleshooting and support; VoIP and more.
* Our customers come to us for IT Support and come back for everything else: we offer a wide array of services, online and in-person, to make their experience with the clientk as comprehensive and welcoming as possible.
* The role
* Provide technical support and a point of contact to customers across a range of products and services.To work as a team and independently to use IT skills including but not limited to:
* Desktop support within a Windows environment
* Network setup & troubleshooting/problem solving
* LANs & VLANs
* oVPNs & SASE
* oWANs & WAN troubleshootin
* VoIP setup & management
* Microsoft 365 administration:
Understand Cyber Security issues & threats; Understand the tools & methods available to help tackle those threat
Monitor the helpdesk tickets and incoming calls; raising and updating support tickets and ensuring deadlines and SLAs are met
Support, rebuild/set up, and support various hardware including:
* Windows 11 devices (some Windows servers)
* MacOS devices
* Printers
* Network equipment (routers/Wi-Fi/switches)
The candidate
* Supporting and troubleshooting Windows based environments
* 2+ years’ experience of working in a technical support team
* Administering and troubleshooting Microsoft 365 (Exchange, SharePoint, Endpoint Manager, Entra ID, Intune)
* Troubleshooting desktop environments of Windows 11, Windows 10, some experience of Windows Server
* TCP/IP and network knowledge & troubleshooting
* Cyber Security threats and tools available to protect against them
* Cyber Essentials & GDPR policies to keep data safe
* Good customer service skills, able to understand problems and diagnose faults
* Able to manage workflow with multiple tickets
* Experience of Zero Trust solutions -
* Good written & verbal communication skills with a confident friendly telephone manner
Why apply?
Working for a great team with career growth & potential and a great working environment,