Job Description

Benefits:

- Pension

- On site car park

- 4 day working week

- Casual dress

- Fancy coffee machine

- One hour for lunch

- Enhanced maternity and paternity leave

- A great work culture. We won 'Employer of the Year 2024'

Primary Responsibilities:

Answer incoming calls from customers and log support tickets in the internal ticketing system. Deliver accurate and responsive support services to clients, serving as a primary point of contact. Proactively monitor client systems using provided tools, responding to alerts as if raised directly by the client. Provide support through various channels, including email, telephone, remote assistance, or on-site visits across the UK mainland.

Key Duties and Responsibilities:

Regularly communicate with clients, suppliers, and internal staff to report, document, evaluate, and escalate any issues or concerns promptly. Adhere to Service Level Agreements (SLAs) as defined in our business management system. If an SLA cannot be met, escalate the issue to management immediately for further action. Troubleshoot and resolve both technical and user-related issues in a polite and professional manner. Perform hardware and software installations as requested by clients. Ensure the completion of regular and scheduled maintenance tasks assigned to you, identifying and resolving any issues with automated tasks. These services include, but are not limited to: Firmware and software updates for server and workstation environments. Log monitoring and maintenance. Implementing workstation changes (e.g., new user setup, permissions changes). Handling server changes (e.g., policies, backup/restoration of data, liaising with third-party suppliers).

Internal Company Responsibilities:

Prepare, update, and improve technical and policy documents related to your role, highlighting areas for improvement to management. Perform basic administrative tasks as needed to support operational objectives. Undertake miscellaneous duties as assigned by Senior Management. Provide assistance to Senior Management as required. Support colleagues with IT-related issues.

Preferred Qualifications:

Experience working in a Managed Service Provider (MSP) environment is desirable.
Hours - 8:30am - 5:30pm with ONE Hour lunch

4 DAY WORKING WEEK

Job Types: Full-time, Permanent

Pay: 23,000.00-26,000.00 per year

Benefits:

Casual dress Company pension Enhanced maternity leave Enhanced paternity leave Free parking Life insurance On-site parking Sick pay
Schedule:

Monday to Friday
Experience:

IT Support: 2 years (required) Business-to-Business Technical Support Occupations: 2 years (preferred)
Work Location: In person