About Tela Technology
Tela Technology is one of the UK’s largest independently owned communication solutions providers, delivering MSP support, IT professional services, telephony and connectivity products and services nationwide.
Our foundation is built on strong relationships with both our customers and our people. We pride ourselves on delivering an exceptional customer experience every time, reflected in our industry-leading Net Promoter Score of 89+, and our most recent award as Vodafone’s ‘Unified Communications Partner of the Year’.
The MSP arm of Tela has experienced phenomenal growth through recent acquisitions, leading to us looking for our next hire to join the team! We are looking for a current 1st Line Engineer who is ready to take the next step to either Senior 1st Line or 2nd Line, who can work as part of our Cambridge team, and the wider Tela MSP network.
Role Responsibilities
* Log, categorise, prioritise, and manage customer incidents from requests through to resolution, keeping the customer updated throughout
* Deliver a customer-first approach, ensuring SLA’s are met
* Communicate effectively with customers, 3rd party suppliers and colleagues
* Create, manage, and maintain user accounts, permissions, and access profiles, in accordance with customer requirements
* Understand the tools & methods available to help tackle cyber security issues and threats
* Attend customer sites, as required (this could be related to either break/fix, or scheduled on-site support visits)
* Install, configure, and support standard business applications
* Configure and troubleshoot printers, peripherals and end-user devices
* Support users with password resets, and basic access-related issues
* Maintain accurate ticket updates, technical documentation, and customer records within Halo
* Contribute to continuous improvement initiatives, knowledge sharing, and maintaining high service
* Work in accordance with company processes, security policies, and our ISO 27001 compliance standard
Person Specification
We are proud to be a customer-first organisation. We look for individuals who share this passion and take pride in the service they deliver to our customers.
Exceptional communication skills, an eye for detail and enthusiasm for technology are essential attributes, as is the ability to be a team player and work as part of the team.
Salary
The starting salary for this position will be between £25,000-27,000, depending on experience.
Work Location
The successful candidate will be based in our Chatteris office, in the outskirts of Cambridge. Customer site visits will become an integral element of the role after your initial induction period, as such a drivers license is essential for this role.
Tela Technology are proud to be an Equal Opportunities employer. We encourage applications from all individuals regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and sexual orientation.
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