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1st/2nd Line Support Engineer - London (Client site and Work from Home)

Intalex Ltd
Job LocationLondon
EducationNot Mentioned
Salary25,000 - 35,000 per annum, pro-rata
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time or part-time

Job Description

Intalex is a leading Cloud, Managed Support and Microsoft consultancy practice and a recognised specialist in migrating organisations to the Microsoft Cloud, contributing to our clients overall technical governance and leadership, technical excellence,and continual service improvement.Were looking for additional resources in our service desk team. Previous experience with an MSP is ideal, but not essential. Were looking for someone with at least some Technical Support experience, especially with Windows and the Microsoft 365 suite.If youre keen to work as part of a close-knit team and have a customer-centric service focus, wed be happy for you to apply. As part of the service desk, youll be working closely both with the Service Desk team and with customers directly, remotely fromhome and visiting client sites.Role Requirements:

  • Good experience with Windows laptops/desktops.
  • Understanding of Office 365 licensing and features.
  • Understanding of Microsoft 365 administration.
  • 1+ years working in a Technical Support team dealing with Microsoft 365 services.
Core responsibilities:
  • 1st/2nd line application support on M365 / O365 technologies, including Exchange, SharePoint Online (and OneDrive for Business), Teams, Azure AD, and Endpoint Manager, to customers.
  • Taking ownership of customer issues and seeing problems through to resolution.
  • Escalating unresolved issues to the appropriate internal teams or managers.
  • Talking to customers via phone, email or chat, to help them resolve technical issues.
  • Advising customers accurately on technical queries.
  • Researching, diagnosing, troubleshooting, and identifying solutions to resolve technical issues.
  • Prioritising and managing open support requests, working with the Service Desk tools.
  • Following standard operating procedures within the Service Desk workflow.
  • Referring to internal or external resources to provide accurate solutions for technical issues.
  • Documenting of technical knowledge articles in the internal knowledge-base.
  • Attending customer sites for scheduled and emergency visits.
  • Working collaboratively and communicatively with the team.
IndustryInformation Technology & ServicesEmployment TypeFull-time

Keyskills :
Customer IssuesMicrosoft OfficeService DeskTechnical SupportWindows

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