• Permanent
  • Farnborough
  • £28,000 - £35000 GBP / Year

Website TalentToute

Forward thinking IT Managed Services Company with a passion for customer services

IT Support / 2nd Line / 3rd Line / Helpdesk Outbound Support / IT Infrastructure

A fantastic opportunity has arisen to work in this highly regarded and forward-thinking IT managed services organisation. They are looking for an IT Support professional to solve a broad range of computing, networking, and cloud issues.
The successful candidate will work alongside the helpdesk team to deliver a timely, professional, and service focussed resolution.

Role overview

The successful candidate will be part of a team with the support of both the first and second line operation. They will be able to follow a logical path to problem resolution whilst managing their work load and documenting client system changes and resolutions.
There will also be a requirement to ensure customer systems are maintained to a consistent and acceptable standard, as well as provide technical escalation when operation of those systems requires greater depth of knowledge.
The role also requires aiding the sale of new projects by helping with specification to meet customer needs. For some of the ongoing project work there will be the opportunity to lead implementation and document the solutions. ensure customer systems are maintained to a consistent and acceptable standard, as well as provide technical escalation when operation of those systems requires greater depth of knowledge.
Projects Team members must be able to structure their work and prioritise both consistently and effectively when under pressure. They should also be effective communicators to both colleagues (to provide the required technical guidance) and management (to escalate & inform around the business impact of work in hand, and issues encountered/escalated). Team members will generally lead the technical design of projects including their implementation and documentation.

Job Requirements

• Working to SLA thresholds for incident(s), request(s) and problem(s), prioritising and managing workload effectively to deal with several open tickets.
• To provide technical maintenance and support of all user-based IT hardware and software.
• Taking complete technical ownership of incident(s), request(s) and problem(s) & conducting full and thorough diagnostics with end users to enable ticket resolution.
• Regular maintenance and patching of infrastructure, end points as well as on servers.
• Escalation of calls to various tiers, ensuring the Helpdesk Team Leader is aware of these calls. Check in on the progression of these calls with the escalated engineer and feedback to the customer if appropriate.

Personal Attributes

• Able to demonstrate a customer first approach to support.
• The ability to liaise and communicate confidently and professionally with customers at all levels.
• Excellent client interaction both verbally and written.
• Logical approach to troubleshooting.
• Able to prioritise tasks.
• Excellent time management (awareness of time constraints, priorities, and deadlines).
• Ability to research and learn new technologies/solutions under pressure.
Strong team player, willing to share knowledge.

Skills Required

Ideally a minimum of two years’ experience in a similar role within an IT managed service. However, not having previous MSP experience is not a prerequisite.
Exposure to the below technologies would be advantageous.
• Windows Server – 2012 Onwards
• Microsoft Azure – Maintenance, configuration and monitoring
• Microsoft Exchange – Beneficial
• Microsoft Office 365 – Maintenance & Configuration
• Windows OS 7,8 & 10
• Active Directory & Azure AD
• DNS, DHCP, Group Policy
• Backup – Configure, Maintain, troubleshoot
• Networking, switches, subnets, lan, wan, DNS

• Company pension
• Car allowance
• Microsoft Training

To apply for this job email your details to hello@talenttoute.com.