Direct message the job poster from Cloudworks IT Support
Transform IT challenges into solutions with Cloudwork's expert support team
The Role
Join our dedicated support team delivering exceptional technical assistance to UK-based clients with local and global reach. You'll handle service requests, resolve technical incidents, and ensure seamless IT operations whilst escalating complex issues to our Infrastructure specialists when required.
This role will include onsite technical support and assisting with project work either on client sites or remotely.
What We're Looking For
We seek a motivated professional who thrives on technical challenges and continuous learning. The ideal candidate demonstrates strong communication skills, adapts quickly to new technologies, and maintains unwavering focus on delivering outstanding customer support.
Key Responsibilities:
Technical Support Excellence
* Deliver comprehensive 1st line support via telephone, email, and our helpdesk
* Log, classify, and manage customer incidents following established procedures
* Execute new starter and leaver processes including user/mailbox creation, mailbox configuration, and permissions management
* Resolve or escalate business application issues, coordinating with software vendors as needed
Service Management
* Optimise productivity through effective time management
* Maintain exceptional call queue standards with regular priority reviews
* Provide comprehensive updates via telephone and our helpdesk platform
* Ensure all ticket documentation meets quality standards
* Contribute to the Cloudworks knowledgebase for easier future problem resolution
* Conduct proactive follow-ups to confirm customer satisfaction
Process Adherence
* Execute core Service Desk functions following Cloudworks protocols
* Utilise systems effectively to support quality and efficiency targets
Essential Technical Skills:
Core Experience Required:
* Microsoft 365 including Defender, Purview, Intune and Autopilot
* Windows 10/11 troubleshooting and support
* Entra ID/Active Directory management
* Networking concepts (TCP/IP, DNS, DHCP), Routers, Firewalls
* Windows Server Administration
Advantageous Experience
* Managed Service Provider (MSP) background
* ITIL v3/v4 Foundation Certification or ITIL experience
* High-volume call management
* ISO27001 security framework knowledge
* Microsoft Terminal Services/RDS administration
Professional Requirements
* Excellent written and spoken English
* Outstanding communication and interpersonal abilities
* Professional demeanour and punctuality
* Collaborative team approach
* Leadership qualities with commitment to inclusive working practices
What Cloudworks Offers:
Competitive Package: Annual salary up to £30,000 plus discretionary bonus
Professional Development:
* Industry-recognised training and certifications (fully sponsored)
* Inclusive working environment
Work-Life Balance:
* 28 days annual leave including bank holidays
* Additional holiday entitlement with service length
* Company Pension Scheme
* Ride to Work scheme
* Birthday leave day
And much more to support your career growth!
** NO AGENCIES PLEASE **
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
IT Services and IT Consulting
Referrals increase your chances of interviewing at Cloudworks IT Support by 2x
Get notified about new Technical Support Engineer jobs in Nottinghamshire, England, United Kingdom.
Mansfield, England, United Kingdom 1 week ago
Nottinghamshire, England, United Kingdom 2 weeks ago
West Drayton, England, United Kingdom 1 week ago
Nottinghamshire, England, United Kingdom 3 weeks ago
West Drayton, England, United Kingdom 1 month ago
Newark-On-Trent, England, United Kingdom 5 days ago
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr