Technical Support Analyst

We're seeking an ambitious and experienced 1st Line Technical Support Analyst who loves problem solving. As a Technical Support Analyst in Tier 1, you will work closely with Technical Support Analysts to provide IT support to our managed service clients across the UK. This role requires a key focus on customer care and getting the job done well. This individual will also need to work on multiple tickets at a time whilst meeting the determined SLAs. This job may include site visits if required., * First point of contact for IT support queries (phone & Ticket System)

• Providing 1st line remote support and escalating when needed.
• Managing customer requests such as installations, user account changes, and updates
• Daily/weekly security/health and backup checks
• Contributing to and improving our knowledge base system
• Assisting project engineers on a variety of client projects
• Offering basic training and guidance to customers
• Contacting 3rd party vendors

• Experience dealing with customers daily
• Experience supporting Windows Desktop, Microsoft 365 and Active Directory

·Advanced knowledge of Microsoft suite of products

• Use of a ticketing system
• Basic understanding of networking (TCP/IP, firewalls, routers, switches)
• Clear communication skills and be able to explain tech.
• A team player with a 'can-do' attitude who takes ownership and wants to team to progress processes.
• Passion for IT

Nice to have but not essential

·Experience of working in an MSP is highly desirable

Qualifications (not essential)

• Microsoft 365 Fundermentals
• ITIL knowledge or certification
• CompTIA IT Fundamentals+ (ITF+)
• Customer service training

• Hybrid working
• Opportunities for advancement and training plans for all team members
• Stay at the forefront of Microsoft technologies, receive professional development, and gain exposure to challenging projects.
• 25 Days holiday plus bank holidays
• Charity/ volunteering day
• Contributory pension scheme
• Team challenges and prizes
• Social company activities
• Health and wellbeing support
• Employee discount platform
• Onsite parking

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