Job Description

etiCloud

is looking for a motivated and proactive IT Service Desk Engineer to join our awesome Cloud Managed Service team in Sheffield. This is an exciting time to join the team as we grow the business and realise our employees potential.

What's the job all about?

This role would suit someone who has experience in a similar IT / Desktop support Service Desk role and has a high level of customer service.

What you will be doing:

Diagnose and troubleshoot a wide range of technical issues providing resolutions or escalating where appropriate.

Answer support calls promptly and handle them in accordance with our documented processes.

Record and prioritise customer queries in a ticketing system ensuring adherence to SLAs.

Build and maintain customer relationships.

Actioning change requests for user accounts and systems.

Deploy and maintain a wide range software on customer systems.

Contribute to and help maintain our internal knowledge base.

Educate users on how to use various software and systems.

Maintain a strong knowledge of our companies' services and products to help effectively and efficiently respond to customers queries.

As a Service Desk Engineer, you will work closely with our wider Support team in supporting our clients including assisting with day-to-day escalations and investigating problems or repeat failures, whilst maintaining the smooth and efficient operation of end user workstations.

Working hours:

Our Service Desk operates Monday to Friday with staggered shifts between

8:00am and 6:00pm

, plus a

late shift (12:00pm-8:00pm)

on a rota basis. There's also an

on-call rota

for out-of-hours support (don't worry, we'll explain how that works!).

Skills and experience:

This role suits someone who has experience in a IT Service Desk or IT support environment, and experience of handling ticket logs, and has a passion for problem solving. We are looking for a passionate individual who is looking for a challenging, and collaborative working environment where they can learn and share ideas within a team environment.

Suitable candidates will have:

IT and desktop support experience in a working / business environment Excellent attention to detail Good problem-solving ability Windows 10/11 Active Directory Microsoft 365 Strong Customer Service skills
It would also be advantageous to have experience of the following technology; however, training can be provided.

Windows Server 2012 R2 - 2022 Remote Desktop Services / Citrix VPNs VMWare vSphere Email Security Services Web Filtering Acronis Backup
If you do not have all the above skills and experience, we would still be interested in hearing from you as we are able to provide training and development opportunities to grow within our teams

Why join etiCloud?

Joining

etiCloud Ltd

isn't just about getting a job--it's about growing a career with one of the UK's leading cloud-based IT providers. You'll be supported every step of the way in a friendly, professional environment where your development matters. Here's what you'll get when you become part of our team:

Competitive Pay

- Benefit from a salary that reflects your potential, with regular reviews to recognise and reward your progress.

Annual Bonus

- Get recognised for your hard work with a yearly company bonus.

Career Growth

- We're big on development. You'll have access to training, support, and opportunities to grow your skills and move up.

28 Days Off

- Enjoy 28 days of annual leave, including bank holidays, and an incremental allowance based on length of service to relax and recharge.

Pension Scheme

- Plan for your future with our company pension.

Friendly Vibes

- Work in a supportive, down-to-earth team that's always ready to help.

Health and Wellbeing

- Take care of you with our private medical insurance, health cash plan, and mental health support whenever you need it.

Modern Office

- Our Sheffield office is secure, stylish, and comes with kitchen facilities and a coffee machine to keep you fuelled.

Office Fruit

- Tuck into our weekly delivery of fresh fruit as part of our employee wellbeing initiatives

Free Parking

- No need to stress about parking--we've got free onsite spaces.

Apply now and take your next step in the world of tech with etiCloud!

Job Types: Full-time, Permanent

Pay: 25,500.00-27,000.00 per year

Benefits:

Bereavement leave Casual dress Company events Company pension Cycle to work scheme Discounted or free food Employee discount Free parking Gym membership Health & wellbeing programme On-site parking Private medical insurance Profit sharing Transport links
Work Location: In person