We are looking for an experienced Technical Support Engineer from a Managed Service Provider or Profession Services background (Legal – Accounting) with a flair for tech and innovation. You will be a motivated, natural problem solver with the ability to work in a fast-paced environment.
You will be commercially minded and have a natural ability to connect and manage a portfolio of high quality clients.
2nd Line IT Support Analyst / Technical Support Engineer – MSP
Within 1 Hour Nottingham NG1
£30,000 – £35,000 DOE
Due to continued success we have an exciting opportunity for an experienced candidate to join our Service Delivery team. As a 2nd Line IT Support Analyst you will be responsible for providing both onsite and remote technical support to our amazing client base.
Who we are:
We are a fast-growing, high touch IT consultancy, experiencing year on year growth and always on the lookout for talented individuals to join and grow with us. We are committed to providing outstanding customer service and you will be, too
We believe that the right technology can transform a business and pride ourselves on always going the extra mile for our clients.
We’re dedicated to technical excellence and continually invest in team training and development.
Able to demonstrate initiative and have excellent lateral-thinking and problem-solving skills with a strong will to make a difference.
A passion for IT and providing outstanding customer service is essential.
You have a flair for tech and like to provide robust service delivery to our clients, thrive in a dynamic environment, prioritising and multi-tasking effectively, as well as problem solving whilst providing excellent communication, customer handling and inter-personal skills.!
Capable of spotting opportunities to refine and improve processes and service and can communicate effectively with clients and third parties both face to face and over the phone, in a friendly and highly confident manner demonstrating excellent internal and external customer communication skills.. You are flexible and adaptable – excited by new ideas and/or technology and, keen to pick up and work with new initiatives.
+ Manage onsite technical matters
+ Management of SLAs
+ Fault diagnosis
+ Provide onsite and remote technical support to an extensive client base.
+ Install and maintain IT and communications systems in line with specifications, to ensure client requirements and deadlines are met, and that systems are fully secure.
+ Provide 3rd Line diagnosis and resolution, maintaining a high level of 1st-time fixes.
+ Respond appropriately to technical issues raised, through resolution or escalation.
+ Prioritisation and management of workload to ensure contractual SLAs are met.
+ Log all service tickets received via telephone, email and service portal and handle accordingly throughout the stages of the ticket.
+ Maintain the appropriate client site documentation for each designated client.
+ Provide efficient customer service to a vast client base.
+ Work in accordance with company values, policies, procedures and standards.
Essential Skills and Experience:
+ Previous experience providing technical support for a Managed Service Provider
+ Excellent problem solving and customer service skills
+ Experience with key technologies, such as:
– Windows Server 2003 – 2019
– Microsoft Office 365 Administration (Exchange, Azure AD, Share Point, Intune etc.)
– Experience of remote desktop technologies ( RDP – VDI )
– PowerShell and Scripting technologies
– Mobile Device Management, SCCM and Application Packaging
– Security products, policies and procedures
– Solid understanding of Backup and Restore technologies
– Advanced VMWare Experience
– Microsoft Office
– Windows Desktop Windows 10
– Active Directory and Microsoft Exchange
– OSx Operating systems
– Networking technologies including LAN/WAN
– Installing/configuring printers
+ A full driving licence is essential
Interested? Apply here for a fast-track path to the Hiring Manager
Your Experience / Background / Previous Roles May Include:
IT Support, IT Field Engineer, IT Managed Services Engineer, IT Service Desk Analyst, MSP IT Engineer.
If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.