SUPPORT ENGINEER

Contract type: Permanent
Location: This is a hybrid role meaning your place of work will be both your home address and the Company office address of Copley Hill Business Park, Cambridge Road, Cambridge, CB22 3GN. Attendance in the office is typically one day per week and may change depending on business requirements.
Hours of work: Full time 37.5 hours per week to be worked between the core hours of 8am – 6pm Monday – Friday.
Salary: £25,000 - £30,000 dependent on experience.

OVERVIEW

We are looking for a junior Support Engineer to join our successful service delivery team working for a wide range of customers, both remotely and on-site. You will need to have strong customer service skills and know your way around Microsoft applications and operating systems.
This role would suit an individual looking to start a career in IT. As a Microsoft partner we invest heavily in training and provide the time and support for you to achieve accreditations in multiple Microsoft product areas.
You will be part of a triage team handling incoming requests from end users and IT teams where accuracy in recording details and following procedures is paramount. The successful candidate will demonstrate excellent communication skills, time management a methodical approach to ticket handling.

ESSENTIAL SKILLS

• Desire to provide exceptional customer service.
• Analytical and logical troubleshooting approach.
• Strong written and telephone communication.
• Good teamwork and collaboration.
• Aspire to learn and complete Microsoft certifications.

ESSENTIAL QUALIFICATIONS

• Degree level or equivalent education in an IT or Cyber Security field.

DESIRABLE EXPERIENCE OR QUALIFICATIONS

• Administrative knowledge of Microsoft 365 services.
• Networking knowledge (routers, switches, wi-fi, firewalls etc.).
• Hands on experience of Windows operating systems and Office 365 applications.
• Microsoft MS-900 or AZ-900 fundamentals training.

• Logging customer interactions in the service desk system.
• Diagnosing and resolving technical issues.
• Maintaining user accounts in accordance with customers’ agreed SLA.
• Configuring user devices.
• Installing authorised software.
• Applying patches and updates.
• Administration of the Microsoft 365 services suite.