About the roleWe are seeking a Technical Services Coordinator to join the business on a permanent basis. Reporting to the Service Desk Manager, the Technical Services Coordinator will be responsible for providing 3rd line support remotely to our customers, acting as a second in command for the Service Desk Manager, and being a point of escalation for Tier 1, 2 & 3 Technical Support Engineers. The ideal candidate will be the highest point of technical escalation on the Service Desk following processes through the relevant support channels within the Service Desk. You will work with the Service desk manager to ensure no stone goes unturned when resolving a customer issue.At 848, no working day is the same, every project, every client, and every solution is unique to help businesses achieve their goals and objectives. You’ll develop your ability to work smarter using innovative technologies and services to transform organisations and help them reach their goals. Our portfolio of testimonials and case studies demonstrate our solutions' success and our teams' passion. In fact, our mission, vision, and values support our core purpose of delivering technology that enables change and growth – now and in the future.Key responsibilities include:Provide remote 3rd Line Support.Answer calls and raise support tickets.Act as an escalation point for Tier 1, 2 & 3 Technical Support Engineers.Take ownership of users’ issues and identify appropriate solutions to resolve service incidents and requests.Provide users with regular communication on the progress of investigations and planned solutions.Work closely with the Service Desk team to provide 3rd Line support, ensuring assigned calls are responded to, diagnosed, and resolved swiftly.Assist remote support engineers with incident resolution for any onsite devices.Create standard operational procedural documentation on problem resolution, fixes and updating the technical knowledge base.Transfer Knowledge to Tier 1, 2 & 3 Technical Support Engineers.Perform proactive maintenance on customer infrastructure.Manage Change approval process.Document internal processes and procedures related to duties and responsibilities.Communicate with clients through email, written proposals, and company telecoms.Understand The 848 Group’s customer and Internal processes.Attend customer reviews as a technical expert when required.Keep up to date on new technology trends.About youWorking in a fast-paced environment where no day is the same, the ideal candidate will have experience working as a Technical Services Coordinator with the ability to build key internal and external relationships, outstanding ticket hygiene, and exposure to project work and problem management. You will be a strong communicator both written and verbal, with excellent interpersonal skills and able to work cross-functionally with both internal and external stakeholders. You will possess good time management and prioritisation skills, and have a good working knowledge of Microsoft technologies including Office 365, Active Directory, Azure administration, Intune & SCCM, and Veaam backup configuration and administration.Essential experience:Experience in deskside support or other user support functions.Knowledge and configuration experience of Microsoft technologies.A good working knowledge of a wide variety of ICT hardware e.g. desktops, laptops, tablets and otherperipheral devices.A good understanding of structured cabling or Wi-Fi connectivity e.g. Cisco routers, switches, and Wireless Access Points (WAP).Desirable experience:Higher Education.Any other IT/network related qualifications or training.MS-100 & MS-101 or equivalent.MD-100 & MD-101 or equivalent.AZ-700 or equivalent.MS-700 or equivalent.ITIL v4 Foundation.CCNA Certification or equivalent.Veaam Certification or equivalent.About usThe 848 Group is an independently owned IT services and solutions provider. Our owners set up 848 with a passion for delivering business changing IT, and 10 years later they’re still working with customers and employees with that same passion today.848 has developed a wealth of industry leading accreditations and partnerships, and built a nationwide network of IT specialists, delivering IT managed services, modern workspaces, cloud collaboration platforms and more.We are also proud to be a key collaborator of Deloitte, who put their trust in 848 to plan, build and run digital transformations and IT projects on their behalf. During the past 8 years as a key collaborator, we have delivered a huge range of IT and business change projects underpinned by Microsoft solutions to significant global clients.About the benefits So, what’s in it for you? Why should you work for 848? Well, we’ll let our benefits speak for themselves.Private healthcare – Aviva private healthcare packages and medical insurance.Gym discounts – Get gym memberships, protein shakes and more for less with Aviva Get Active.Uncapped/Fair usage holidays allowance.We help you learn and develop - Earn the certifications you desire.Cycle to work scheme – Save up to 40% on a bicycle and accessories.Going Electric? – We cover the cost of an electric car charger for employees purchasing an electric car.Young, dynamic team – Work in a modern business with innovative people.Hybrid working – Enjoy the flexibility to work from home or with the team at our Stafford office.Unlimited paid volunteer days – support our charities and fundraising events or partake in your own.Sick pay – We provide one month full sick pay.Discretionary bonus – We recognise your hard work.No day or client is the same – We work with small to enterprise-sized clients across all industries.The 848 team is located across the UK – You’ll be networking with people from all locations.We’re a modern, expanding business – Learn and grow with us!Interested?If you’re seeking a challenging and rewarding career as part of an extraordinary business with ambitious plans for the future, then what are you waiting for?Apply now – the closing date for this position is 7th June 2024.Send your CV to info@848.co, call us on 03449 848 848, or come and visit us.