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Salary: GBP25000 - GBP30000 per annum
Location: Abingdon
* 25+ Days Holiday and rising (plus bank holidays)
* Electric Vehicle Scheme
* Cycle Scheme
* Discounted Gym Membership
* Paid Charity Day
* Car Parking
Come and work for one of the UK’s leading technology specialists, proudly recognised as a World Class Place to Work by Best Companies, a nationally respected benchmark for employee engagement and workplace excellence. We were also ranked as the #1 Technology Company to Work For in the UK, reflecting our culture, our people, and our commitment to being an employer of choice.
Primary Purpose:
The Tier 1 team are tasked with supporting, investigating, and resolving our MSP client’s IT-related systems and making sure all issues are dealt with in a timely fashion.
Key Responsibilities:
* Being the first point of contact for all incoming support calls, emails, and sessions
* Ensuring all forms of support call are logged in the system and the client is kept updated
* Manage incident and request tickets ensuring established SLAs are met
* Provide support to our entire MSP client base
* Help the Tier 1 with continued business improvements
* Manage the clients’ expectations with ongoing tickets
* Inform the Tier 1 Manager of any tickets requiring escalation, to other teams
* Communicate daily to clients with open tickets
* Adhere to all company policies and procedures
* Ensuring that all role related KPI’s are met
* Log, manage and resolve MSP client IT issues
* Maintain desktop asset register and configurations
* Undertake any other reasonable duties, as required, to meet the needs of the business
Minimum:
* Ability to learn on your feet
* Experience in supporting Windows 11 and MacOS environments
* Exposure to Microsoft 365 account setup
* Basic computer hardware exposure – desktop & laptop
* Excellent troubleshooting and problem resolution skills
* Positive attitude to work
* Strive to continuous improvement
* Able to work independently under pressure
* Minimum of 1-year IT experience
* Certification in any of the following technologies
* o Windows Desktop
* o Mac OS
* o Microsoft 365 (MS-900)
* Driving license and own transport
* Microsoft MTA or equivalent
* MSP Experience (advantageous)
INDIT
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