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Our client delivers technical services to customers including IT Support, Backup and Disaster Recovery, Telephony, Internet and Network Management solutions. The successful candidate will join an organisation that truly embraces cloud technologies offering the opportunity to work across an exciting portfolio of products, whilst supporting a highly diverse range of clients. The role will be spent mainly working on customer sites, responding to escalated tickets and resolving issues users are experiencing with their workstations.
The applicant will be a Microsoft 365 Certified: Modern Desktop Administrator Associate holding the MD-100 and MD-101 certifications, whilst being able to demonstrate at least 2 years of support to end users of Microsoft 365 workloads, as well as basic hands on experience installing Network and Server infrastructure.
There are Technical Teams with unrivaled training and career opportunities, and significant opportunities to progress to senior engineer and Solutions Architect roles are available.
To carry out customer site visits as directed by the business to resolve customer issues that cannot be resolved locally.
To provide onsite technical support to issues with Networking, Server and Workstation devices.
To act as a technical escalation point for tickets that require onsite assistance.
To maintain a high degree of customer service for all support queries.
To ensure that all customer tickets requiring a site visit are booked and attended in a reasonable time frame in accordance with the Standard Service Level Agreement.
To take ownership of user problems and be proactive when dealing with user issues.
To ensure that all customer support requests are recorded on the Ticketing System and to ensure that all actions are recorded against a ticket in a timely manner.
To respond to enquiries from clients and help them resolve any hardware or software problems.
To support users in the use of ICT equipment by providing necessary advice and basic training.
To carry out remediation tasks as per documented procedures under the supervision of Senior team members.
To create documented procedures to be followed by L1 Support Engineers ensuring accuracy and competency to facilitate remote resolutions to tickets and reduce onsite requirements where possible.
To support L1 Support Engineers and L2 Support Engineers in daily tasks and demonstrate leadership where required.
To escalate un-documented procedures to Senior team members for further analysis, resolution and documentation.
To handle customer onboarding tasks, as directed by Senior team members.
Microsoft Certifications MD-100 and MD-101 as a minimum
Experience working in a service desk environment supporting Microsoft 365 workloads.
Strong communications skills and demonstrable ability to work with end users in a patient, yet confident, manner.
Some technical skills around servers and networking environments.
Other IT certifications covering or experience in a similar senior 2nd/3rd line support role.
Exposure to Cloud Backup and Disaster Recovery solutions such as Arcserver, Acronis, Asigra, Veeam, Unitrends, Datto, etc.
Exposure to Ubiquiti EdgeMax and Unifi product sets.
Any other experience or certifications related to Windows Server, Cisco, SIP, Telephony, VMWare or CloudFlare are also desirable and will demonstrate knowledge of our client’s technology sets
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