You will be responsible for providing remote desktop, server and network support to a varied external customer base with some on-site support where necessary. Identifying customers’ issues, you will log them in our ticket management software and resolve or escalate the issue as appropriate. As the first point of contact for our customers you will be an ambassador for the business, so first-class customer service and communication skills are essential. This is an exciting role with a lot of scope to progress and the potential to develop a long and successful career with a growing company.

REQUIRED TECHNICAL SKILLS AND EXPERIENCE

• Strong knowledge of Microsoft Cloud Services
• Strong knowledge of Server Builds & Configuration
• Experience with supporting & managing Virtual Desktop Infrastructure
• Maintaining Desktop Deployment Solutions
• Strong knowledge of Desktop Support
• Experience with mobile device management solutions
• Strong Networking Knowledge
• Delivery of exceptional client experience and customer service
• Extensive experience of managing and maintaining SLA’s and KPI’s
• Knowledge and understanding of best practice frameworks (such as ITIL,) for the delivery of IT services
  Job Types: Full-time, Permanent
  Pay: £30,000.00-£35,000.00 per year

Benefits:

• Company events
• Company pension
• Employee discount
• Work from home

Schedule:

• Monday to Friday

Ability to commute/relocate:

• London: reliably commute or plan to relocate before starting work (preferred)

Education:

• GCSE or equivalent (preferred)

Experience:

• Microsoft 365: 3 years (preferred)
• Managed Services: 3 years (preferred)
• Microsoft Azure: 3 years (preferred)

Work authorisation:

• United Kingdom (required)

Work Location: In perso

• Escalation point for critical incidents and/or complex requests
• Monitor Service Desk contact points (e.g. phones and email) and log issues in a timely and professional manner using ConnectWise Manage
• Ensure tickets are logged with the correct priority and are categorised accordingly, with sufficient details for the ticket to be progressed if required
• Take ownership of all calls from initial contact to closure
• Provide updates to customers regarding ticket progress in a timely manner
• Distribute tickets throughout the helpdesk via ConnectWise
• Escalate relevant calls to third parties and request and record updates at regular intervals
• Resolve issues or assign and escalate to senior engineer or external companies as appropriate
• Ensure that tickets are resolved within SLAs
• All time to be logged accurately into ConnectWise daily to ensure accurate reporting