******* No Agencies Please *******
*About Central Technology *
CT is a forward-thinking IT support, Telecoms and Cloud Services provider embarking on a journey to transition from a regional, single office business to a national, multi-location organisation.
Our mission is to be the UK’s leading business technology partner to the SME market and to be the UK’s premier provider of cloud data solutions.
*Background *
As a 1 line cloud service engineer You will provide proactive maintenance of CT’s Cloud Services including Veeam Cloud Connect, Virtual Private Servers, Hosted Telephony, Connectivity and other related services, making full use of the Remote Monitoring & Management (RMM) systems in place.
You will be expected to provide feedback to ensure your individual and team SLAs and KPIs are achieved. You will be responsible for pro-actively identifying solutions and recommendations to optimise clients’ systems performance and stability.
You will carry out these works in a professional manner using technical knowledge and experience. You shall be aware that calm, consultative communications are required at all times.
*Experience *
* The key duties and responsibilities of this position are as follows:
* Complete remote implementation / deployment work as and when required
* Answer support telephone calls and e-mails directly from the customer
* Provide technical advice and guidance to the company’s clients where required and your co-workers.
* Research, resolve and respond to questions received via telephone calls, emails and site visits in a timely manner and in accordance with Company’s standards.
* Ensuring that the individual and team responsibilities are performed in a timely, consistent, response manner
* Record all works within the company’s ticketing system ensuring that regular updates are placed on all assigned open tickets
* Prioritise and categorise tickets to provide efficient progression
* Maintain strong relationships with the immediate team, internal and external departments ·
* Ticket ownership end-to-end throughout its life cycle
* Escalate issues within the team in a timely manner to team leader ·
* Work to the contracted SLA’s, escalating potential failures within the team in a timely manner ·
* Provide recommendations for network/system improvements to the Account Manager
* Communicate clearly and professionally to customer staff at all levels of technical knowledge and authority.
* Proactively identify issues before they arise as well as identifying any recurring tickets (i.e.) problems
* Aid in the creation and management of a technical Knowledgebase and work closely within the team to increase technical knowledge and understanding of the business · Achieve operational and quality standards.
* Prioritise workloads and balance conflicting demands
* Identify issues and make recommendations that will improve our procedures and collaboration with other teams · Provide out of hours support as part of an on-call rota.
*The successful candidate will need: *
* Proven track record of working on a remote technical support desk
*Aptitudes and Skills *
* Self-motivated and enthusiastic
* Good communication skills/written & verbal.
* Ability to provide timely and accurate record of works.
* Ability to organise and prioritise work.
* Good technical problem-solving skills.
* Ability to work effectively and efficiently alone or as part of a desk team
Job Type: Full-time
Pay: £28,000.00-£32,000.00 per year
Benefits:
* Company events
* Company pension
* Cycle to work scheme
* Free fitness classes
* Free flu jabs
* Free parking
* Health & wellbeing programme
* On-site parking
* Private medical insurance
* Sick pay
* Work from home
Schedule:
* Monday to Friday
Work Location: In person