Technical Support Engineer

Join our dedicated support team delivering exceptional technical assistance to UK-based clients with local and global reach. You’ll handle service requests, resolve technical incidents, and ensure seamless IT operations whilst escalating complex issues to our Infrastructure specialists when required.

This role will include onsite technical support and assisting with project work either on client sites or remotely., Technical Support Excellence

• Deliver comprehensive 1st line support via telephone, email, and our helpdesk
• Log, classify, and manage customer incidents following established procedures
• Troubleshoot Microsoft desktop operating systems
• Execute new starter and leaver processes including user/mailbox creation, mailbox configuration, and permissions management
• Resolve or escalate business application issues, coordinating with software vendors as needed
• Manage multiple priorities effectively during high-volume periods

Service Management

• Optimise productivity through effective time management
• Maintain exceptional call queue standards with regular priority reviews
• Provide comprehensive updates via telephone and our helpdesk platform
• Ensure all ticket documentation meets quality standards
• Contribute to the Cloudworks knowledgebase for easier future problem resolution
• Conduct proactive follow-ups to confirm customer satisfaction

Process Adherence

• Execute core Service Desk functions following Cloudworks protocols
• Apply ITIL framework principles for optimal service delivery
• Utilise systems effectively to support quality and efficiency targets

Profile

We seek a motivated professional who thrives on technical challenges and continuous learning. The ideal candidate demonstrates strong communication skills, adapts quickly to new technologies, and maintains unwavering focus on delivering outstanding customer support.

• Microsoft 365 including Defender, Purview, Intune and Autopilot
• Windows 10/11 troubleshooting and support
• Entra ID/Active Directory management
• Networking concepts (TCP/IP, DNS, DHCP), Routers, Firewalls
• Windows Server Administration

Advantageous Experience

• Managed Service Provider (MSP) background
• ITIL v3/v4 Foundation Certification or ITIL experience
• SLA-focused service delivery
• High-volume call management
• ISO27001 security framework knowledge
• VOIP (PBX, SIP), Teams Phone
• Microsoft Terminal Services/RDS administration

Professional Requirements

• Excellent written and spoken English
• Outstanding communication and interpersonal abilities
• Professional demeanour and punctuality
• Collaborative team approach

Leadership qualities with commitment to inclusive working practices., Must have own transport and willing to travel to client sites.

Competitive Package: Annual salary up to £30,000 plus discretionary bonus

Professional Development:

• Industry-recognised training and certifications (fully sponsored)
• Inclusive working environment
• Comprehensive benefits package

Work-Life Balance:

• 28 days annual leave including bank holidays
• Additional holiday entitlement with service length
• Company Pension Scheme
• Ride to Work scheme
• Birthday leave day