The role
- Provide telephone and remote support to customers, owning each call from logging to resolution
- Monitor customer systems remotely and diagnose issues promptly
- Manage tickets and SLAs with the helpdesk and field engineering teams
- Investigate issues, advise on fixes and co-ordinate third-party suppliers
- Build strong working relationships with clients and the wider IT team
- Complete product training and certification exams
What you need
- 1–2 years’ technical support experience, with some server exposure
- A Microsoft certification
- A good working knowledge of Windows 10/11, PC hardware, MS Office and Outlook
- Experience of Active Directory administration, TCP/IP, DNS, anti-virus and backups
- Excellent English, a professional telephone manner and a strong customer service ethos
Nice to have
- Experience of RMM tools, SQL, Exchange, switches or firewalls
- Experience of Linux (Red Hat/Ubuntu) or Mac
- Experience of Veeam, Commvault or MSP360
- VCP, CCNA or MCSA
- A full clean driving licence
