Service Desk

Job Description

* Great Career Opportunity* Routes for Progression* New and Modern OfficesWhy Join Us We are a successful technology business, operating within markets at the forefront of transformational change. We embody a culture of innovation, both in what we do and how we do it.Being well-established and succeeds within our markets at a truly global level, and we believe our people are critical to this success. We value experience and expertise as well as the elasticity, conviction and creativity that enables new concepts and ideasto thrive, become collectively real and drive us ever-forward.Our growth provides a great opportunity to develop your career and diversify roles to suit your strengths, interests and ambitions.The Role As an Infrastructure Support Engineer, you will be responsible for day-to-day technical support of our wide and varied customer base which includes various different products and infrastructure in both SaaS hosted and on-prem environments.To fulfil the role, we expect you to have a broad and extensive technology background and a proven history of delivering excellent customer support in a fast-paced environment where you will be dealing with multiple objectives.This is an exciting opportunity for an experienced and forward-thinking technology specialist who wants to join a rapidly growing organisation and be key person in supporting that growth.This position provides a comprehensive learning and development programme to develop the role holder to become a subject matter expert of our products and strategy.Responsibilities* Provide incident and problem management support to resolve customer support tickets within agreed SLAs* Develop trusted relationships with clients and stakeholders and demonstrates integrity in all circumstances* Develop a complete understanding of the companys wide range of product offerings, including associated processes and become a subject matter* Identify and act on improvements required in processes and documentation* Stock management and reimaging of devices as needed for the wider business* Provide On-site (Head office) support of general IT Issues* Work closely with various connected teams including Dev, Consultancy, Sales and Back Office* Pro-active monitoring of critical systems, ensuring all alerts are investigated and management of monitoring systems to ensure any changes and additional services are effectively monitored* Deliver user education and customer training on our products* Become a subject matter expert of products* Strive to do the "right thing", not just the "easy thing", and have a flexible, "can-do" approach to work* A passion for delivering customer excellence and a willingness to go the extra mile* Must be able to work proactively and take ownership & responsibility* Must be prepared to work outside the normal working hours on occasions to complete some specific projectsKey Skills and Experience Essential * Minimum 2 years experience in a Technical Support* Exceptional communication skills, written &* Excellent prioritisation skills* Active Directory and Infrastructure* Ticketing system knowledge* Microsoft Active Directory management* M365 awareness* Networking devices and knowledge* Mobile hardware and management* Hardware - Apple, Android* Management - Intune, Jamf* Desktop devices management* Windows Desktop OS Support* Apple iOS and macOS Support* Standard build image creation & deployment* Laptop/Desktop hardware & Software support* Windows Defender and Defender365* M365 Apps (SharePoint, Teams, Office etc)* The ability to work to deadlines with a high level of attention to* Self-motivated and passionate in overcoming obstacles to drive* A strong customer centric approach* Proven experience in building strong and professional relationships with key clients staff, partners, and internal colleaguesDesirable but not essential * Experience supporting infrastructure on Amazon AWS or Microsoft Azure* Good understanding of IT Security principles* To assist or complete any other additional adhoc duties which may be required* Previous experience deploying or supporting ITAM or SAM SolutionsThe benefits of working for us Were committed to creating a workplace where everyone is respected, our differences valued and people can be themselves without exception.As part of our mutual investment in our employees, we also enjoy some great benefits as standard:* Competitive annual leave with an optional additional holiday-buy* Bupa private medical care, with options to include* Babylon which provides access to a remote GP 24/7.* Total-earnings Pension* Company Perk and Discount* Free on-site facilities, parking, electric vehicle charging and* Branded company polo* Regular social