Support Technician - 1st Line

2 days ago

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Transparity

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IT Services • Microsoft Dynamics • Microsoft Azure • Microsoft Security • Microsoft Power Platform

201 - 500

💰 Private Equity Round on 2020-09

Description

• Acting as the first point of contact, the Support Technician’s role is to address incoming calls and emails rapidly, and provide outstanding IT support and technical assistance to our customers. • The Support Technician is responsible for ensuring that tickets are created for issues, fully populated with the required information, and are then managed through to completion and resolution within the timeframes associated within the customer contracts. • If there is need to escalate tickets, the Support Technician will action where appropriate, along with applying the necessary urgency to provide resolution. • The Support Technician is expected to expand their skillset through ongoing learning, especially in the realms of Microsoft Cloud, resulting in the taking and passing of relevant technical examinations. • Answer calls and emails rapidly ensuring that support tickets are raised and categorised appropriately. • Provide a re-assuring, polite and friendly point-of-contact for our customers. • Ensure that appropriate customer communication and ongoing updates are provided for the lifespan of any issue or request. • Identify and manage the timely escalation of tickets that have been allocated to you but need additional resource within the support team. • Proactive time and ticket update entry within the support desk ticketing system. • Ensure customer documentation and process guides are regularly updated as required. • Capability to follow change control procedures at all times. • Provide expert technical assistance to our client base. • Ensure constant ongoing understanding of Microsoft Cloud technologies and associated platforms. • Provide technical assistance to colleagues within the service desk. • Take and pass technical examinations as agreed with the support desk team leader. • Deliver exemplary customer service. • Attendance at customer sites to provide on-site technical support may be required. • Meet assigned individual key-performance-indicators (KPI’s). • Ensure that personal time management is of the highest priority and that punctuality is a key focus.

Requirements

• Strong customer-facing and service skills • Ability to connect with customers and build rapport • Strong written and verbal communication • Self-motivation • Organised and punctual • Creative problem-solving • Capability to work effectively within a team • Willingness to learn • Experience in a 1st line IT support or service desk role required • Experience using Microsoft 365 software desirable • Experience using Autotask desirable • Certified in Microsoft 365 Fundamentals desirable • Certified in Microsoft Azure Fundamentals desirable

Benefits

• Flexibility over where you work with our Winning from Anywhere® approach • 25 days holiday • Home working allowance paid monthly • Winning from Anywhere® allowance to help your set up at home • 24/7 GP at hand • Immediate 24/7 access to an Employee Assistance Programme • Company sick pay scheme • Private health insurance after a successful year’s service • Enhanced parental pay and leave, supporting you with those precious life moments • Access to the Perkbox platform to help make your money go further • Cyclescheme • Electric car scheme • And many more!