1st / 2nd Line IT Support & Cloud Engineer (Analyst)
Role details
Job location
Tech stack
Job description
- Answering calls from customers and raising tickets on helpdesk with accurate information.
- Troubleshooting hardware and software issues.
- Installing and configuring applications.
- IT Onboarding/offboarding new staff for our clients.
- System maintenance using remote monitoring and backup tools.
- Escalation of more complex issues to senior members of staff, Customer service
- Work on and resolve Helpdesk Tickets
- Delight our customers with a Friendly, Quick and Helpful Experience
- Provide our customers with remote troubleshooting.
Prioritising
- Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests.
- Managing and recording all work through our Ticketing System.
- Make sure that Client Documentation is well maintained.
USE of our MONITORING & MANAGEMENT TOOL
- Review RMM dashboard and apply remediation actions.
- Suggest improvements of processes and ensure best practices are followed.
- Review regularly scheduled/automated actions.
PROJECT WORK
- Occasional out of hours project work will be required.
Communication, Reporting & Risk
- Communicate with the client the status of their ticket and notify them of any changes or outages related to their issue
- Identify, Communicate and Mitigate potential risks to directors and clients
Team work
- Assist Team Members sharing your knowledge and best practices.
- Demonstrate ability to follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks.
- Follow all our Security Procedures and assist in identifying security issues.
- Identify opportunities for improvement and make constructive suggestions for change.
Requirements
Do you have experience in Windows?, This role would suit you if you have 2+ years of IT support with a good working knowledge of Microsoft 365 suite, Windows 10 /11, basic servers operations, knowledge of IT administration including Active Directory and Azure, networking principles including firewalls, familiar with backup and monitoring products (Datto RMM, Datto Saas, Acronis), familiar with IT ticketing systems (ConnectWise). As a technician you would be expected to resolve issues in a timely manner and escalate with accurate notes and communication.
Nice to have - Apple product knowledge. Web hosting experience, * Be prepared to take regular professional exams (Microsoft, CompTIA, Unifi, Vendor) which will be paid for by the business., * Minimum 2 Years Previous Technical Support Experience in a 1st line / junior technician role.
- Exposure to Microsoft 365 administration and management
- Experience of PC hardware troubleshooting and problem solving.
- Ability to quickly learn new applications and technologies.
- Active Directory Administration, new user setups (User Accounts, O365 Mailboxes).
- Windows 10 & 11 Administration & Support.
- Networking - connectivity, VPN support.
- General understanding of Anti-virus and other security products.
- Confident phone and email manner with ability to explain technical information to non technical users
- Time management skills with ability to prioritise multiple cases and issues identifying those with most urgency
- Confident in writing and logging documentation containing information about systems and processes, * A love of (and ability to) Solve Problems & Challenges.
- Great Communications skills, founded in being a good listener.
- A deep desire to deliver an amazing Client Experience.
- Exposure to Web Hosting platforms such as WHM / CPanel.
- Basic knowledge of DHCP, DNS and GPO.
- Fundamentals of Azure Active Directory - Users, Groups, Permissions., * IT Technical Support: 2 years (required)
Benefits & conditions
- On Site Parking
- Sick Pay
- Company Pension
- 31 days holiday per year increasing by 1 day per year
- We have Health / Dental and Vision covered with medical insurance
- Flexible shifts to fit with your lifestyle and the business
- An easy-going environment and culture (we all enjoy what we do)
- The flexibility to work from home (we run a Hybrid office)
- A Proactive Approach to Ongoing Training to help you develop life-long skills
- Exams paid for
- Time and support to prepare for exams
CAREER GROWTH
We are a growing and ambitious business with a diverse range of roles that need to be filled over the next 5 years. Internal promotion will be actively encouraged with a focus on helping people to create a role in which they love and excel.
Job Types: Full-time, Permanent
Pay: £26,000.00 per year
Benefits:
- Bereavement leave
- Company events
- Company pension
- Employee discount
- Flexitime
- Free parking
- On-site parking
- Private dental insurance
- Private medical insurance
- Sick pay
