Responsibilities
- Responsible for cases functionally escalated from 1st line, ensuring these are assigned and progressed in priority order.
- To diagnose, log, action and follow through to resolution cases, including escalations whilst keeping the customer informed of progress. Be able to identify when a case cannot be fixed remotely and route straight into Field Allocation for a site visit.
- Troubleshoot hardware and software problems.
- Configure applications and systems.
- Drive outbound calling to resolve cases in a timely manner and avoid delays where possible.
- Ensure cases are kept up to date, ensuring any outstanding cases are managed in line with agreed demarcations.
- Report issues to suppliers, chasing and doing all that is possible to ensure cases are resolved in a timely manner and that the customer is kept informed.
- Cases are managed in line with agreed SLAs and are functionally escalated to 3rd line, with sufficient SLA remaining.
- Document required changes in line with Focus Groups Change Management process.
Requirements
- Support experience of 365, AVD, Sonicwall, Intune, Entra ID, Unifi.
- Experience in a customer facing technical support role.
- In depth understanding of system, applications and network infrastructure – may have specialist knowledge in some areas and confident to troubleshoot/configure/install.
- Experience with remote desktop support tools.
- Skilled in using technical expertise to solve customer issues. Able to effectively gather relevant information and communicate technical resolutions and updates to customers.
- Knowledge of ITIL framework and best practices.
Benefits
- Generous Holidays: Enjoy 24 days of holiday, plus bank holidays and a special day off for your birthday.
- Give Back: Enjoy paid volunteering days to support causes you care about.
- Referral Rewards: Benefit from our Refer a Friend scheme and earn money for bringing great talent to our team.
- Social Events: Join in on regular social events and connect with your colleagues in a fun and relaxed environment.
Work Arrangement
Hybrid
Additional Information
- Hours: 7am to 3.30pm AND 9am to 5.30pm
- Rota: 7am to 3.30pm AND 9am to 5.30pm
