Founded in 2002, Exponential-e swiftly established itself as a UK Cloud, Connectivity and Communications pioneer. Throughout our history, a focus upon leveraging leading-edge technology to deliver profitable and innovative services to our clients and prospects has resulted in industry and peer recognition for our ground-breaking approach, a truly world-class ICT services company.
We’re a company of innovators who think big and achieve bigger! Our people are crucial to the continuing success of our company. From our CEO to our new Graduates, each of our people demonstrates our PRIDE principles which are at the core of everything we do.
Overall purpose of the job:
* Acting as a representative of Exponential-e and provide a world class level of customer service.
* Progress Incident/Change/Problem tickets via ServiceNow in an MSP environment adhering to SLA’s, OLA’s & KPI’s
* Provide 1st and 2nd Line remote desktop support to Exponential-e customers with occasional customer site visits.
* Provide the highest standard of customer service promoting NPS feedback.
* Primarily responsible for managing and owning support tickets and driving customer issues through to resolution.
Key responsibilities for this job:
* Respond to support calls as assigned within Service Level Agreements.
* Work as a team to deliver timely resolution to customer requests from telephone and email.
* Maintain an understanding of the internal escalation process.
* Maintain excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical customer at all levels in the organization.
* To be a highly motivated team player with the skills and ability to manage changing priorities.
* Setup/Configure/Maintain/Administer desktop computers and peripherals and test network connections.
* Physical Workstation and peripheral relocations.
* Performs general preventative maintenance tasks on computers, laptops, printers.
* Access Management and Maintenance through Active Directory and M365 (Account Provision, Account Revocation, Password resets).
* Escalate issues and involve Service Desk wherever required to resolve an issue as quickly as possible.
* Field Engineer expectation to cover onsite support from customer offices, alternatively you may get assigned to a dedicate customer.
Knowledge and experience required:
* Experience in managing/troubleshooting Windows Desktop Operating Systems & Apples Operating Systems
* Experience in Microsoft Exchange, Active Directory, Windows Server & Desktop technologies
* Previous experience as an end user support engineer, or similar role.
* Experience in using ITIL based ticketing system and Change management (ITIL foundation preferred)
* Experience of Provisioning desktop, laptops, tablets, mobile devices, and printers.
* An analytical mind and strong problem-solving ability
* Troubleshooting experience with Virtual Desktops
* General maintenance tasks to protect end user devices using Antivirus tools.
* Knowledge of Networking (DNS, DHCP, PING, TRACERT, NETSTAT, NBTSTAT, TELNET, FTP, FTPS, SFTP)
* Desired skills in Microsoft System Centre Configuration Manager, Intune, 365, PowerShell, Teams Calling (TCaaS) and SharePoint.
* Applicants will ideally be either MCP, MCSA, MCSE or VCP certified.
* Experience in Remote Support, troubleshooting and investigating home user setups.
* Knowledge of Networking (LAN, WAN, DHCP, VPN, DNS, MFA)
Our People
Our people are what makes Exponential-e Group the company it is today. This year’s employee survey highlighted that 81% of employees who took the survey, would recommend a friend to work for our organisation.
Learning and development are fundamental parts of daily life at Exponential-e. From their first day at the company, everyone is provided ample opportunities to develop their skills and broaden their horizons, with our own L&D team running a range of bespoke courses, based on the latest innovations and challenges across the digital landscape.
Exponential-e Group is committed to providing equal opportunities in employment and treating all employees with respect and dignity. The company respects and values the diversity of its staff, striving to maintain an environment where there is opportunity for everyone to feel valued, their talents to be utilised and for both personal and organisational aspirations to be met. Every employee plays a vital role in helping to create an inclusive working environment by understanding and harnessing difference in a positive way.
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