Back to search
The role:
We are seeking an experienced End User & M365 Computing Support Engineer to provide 2nd Line IT support to our end-users. The ideal candidate will proactively resolve issues and complete requests, ensuring a seamless experience for clients. With a focus on delivering exceptional customer service, you will uphold our company Service Level Agreements and contribute to the success of our Service Desk Team.
Key responsibilities:
- 2nd Line IT Support:
- Provide desk side and remote 2nd line support to end-users, resolving technical issues efficiently.
- Ensure a seamless and positive experience for clients.
- Proactive Issue Resolution:
- Identify and resolve issues proactively to minimize downtime.
- Maintain high standards of customer service.
- Microsoft Modern Workplace & Cloud Technologies:
- Utilize Intune, Autopilot, M365 and Azure to manage and support end-user environments.
- Implement and maintain Microsoft Modern Workplace solutions.
- Technical Expertise:
- Demonstrate excellent knowledge of Microsoft Operating Systems and networking principles.
- Proficiency in PC support, email technologies, VoIP telephony, backup solutions, firewalls, switching and routers.
- Customer Service Skills:
- Exhibit excellent technical and customer service skills.
- Communicate effectively with end-users and team members.
- Manage time efficiently and build strong relationships with users.
- Documentation:
- Produce high-quality documentation for IT processes and procedures.
- Maintain accurate records of support activities.
- Coaching and Mentoring:
- Provide guidance and coaching to junior team members.
- Share knowledge and best practices to enhance team performance.
Certifications desired:
- Microsoft 365 administrator certification or other relevant Microsoft certifications are desired.
- ITIL Foundation certification (preferred)
Experience required:
- Proven experience with at least 3 years in a similar role providing 2nd line IT support.
- Strong knowledge of Microsoft Modern Workplace & Cloud technologies.
- Excellent communication and customer service skills.
- Ability to produce high-quality documentation.
- Experience in coaching and mentoring junior team members.
Benefits:
- Competitive salary
- Life Assurance
- Health cash plan which includes Wellness & EAP
- Group Pension
- Referral incentive
- Professional development & study support
- Exclusive staff discounts
Please note this role is working on a Hybrid basis 3 days per week in our Bolton office.
