Job description
About Us
Creative Networks is an established and long-standing MSP.
Join a rapidly growing Managed IT Services provider offering exceptional professional development opportunities, free training, a relaxed working environment, and friendly, people-focused culture.
Enjoying strong, sustainable growth and guided by an accomplished and highly experienced leadership team, Creative Networks is the perfect place to grow your career and make a real impact on a dynamic and continually evolving business.
Job Description
We are looking for a Support Engineer who has experience on working on site to join us in supporting key clients around the UK. You will be working on the Service Desk and on-site.
The role will suit someone who has been in 1st Line Support for several years and is looking to take the next step.
The ideal candidate will have a strong Desktop Support background and be keen to grow with us. This role will be a 70% Field / 30% Help desk split. Attention to detail is essential.
Key Skills & Experience
The successful candidate must be able to demonstrate the following key skills and experience:
* Excellent communication skills, both verbal and written.
* Operates well unsupervised.
* Takes ownership willingly.
* Able to remain calm under pressure.
* Manages customer’s expectations effectively.
* Can explain highly complex technical issues in “lay-man’s” terms.
* Proficient fault-finder and problem solver.
* Flexible and adaptable to changing environments.
* Is proactively innovative.
* Is logical in approach.
* Takes a long-term view.
* Is helpful, fair and demonstrates a “give and take” attitude.
* Demonstrates mutual respect for own and other team members.
* Demonstrate strong technical and personal leadership to colleagues.
* Strong customer service focus & strives to deliver service excellence.
* Solid experience of 1st Line Support.
* Exceptional understanding of PC Hardware & Operating Systems.
* Microsoft 365 / G Suite experience.
* Active Directory, Group Policy, DHCP & DNS, Print & File Services.
* Backup technologies (Veeam, Acronis, etc).
* Windows Server 2008 and onwards.
* Understanding of Networking principles.
* Understanding of VOIP Telephony.
Main Duties and Responsibilities
* Provide 1st & 2nd Line IT Support.
* Monitor Network & Server Infrastructure.
* Taking phone calls on the Service Desk, handling service portal tickets and emails.
* Provide remote and on-site IT Support where required.
* Respond to system failures in a timely manner.
* Create and maintain procedures for new and existing processes.
* Troubleshooting customer technical faults and driving fault resolution
* Provide Project Management & Support.
* To assume a lead role in the analysis, diagnosis, escalation, execution, and resolution of incidents and problems affecting the customer base.
* Identify trends in Service Desk calls and where appropriate perform root cause analysis.
* Client service management and relationship building.
In return, we offer
This is an exceptional opportunity for anyone willing to take on the challenge and develop their IT career.
* Attractive salary & benefits packages– we offer an attractive salary package.
* Training and development.
* Friendly culture– casual dress policy and breakout facilities with a pool table and American Diner.
* Normal office hours Monday to Friday.
* Free tea and coffee.
* Free Parking and simple, easy transport links via bus, train, or Metrolink.
Job Types: Full-time, Permanent
Salary: £25,000 – £30,000 Per Year
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