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- Act as the primary contact for IT queries and tickets, prioritising based on ITIL standards
- Software installations, updates, and Office 365 maintenance
- Password resets and user management across IT platforms
- Work to completion on escalated technical issues, bringing in additional resources as needed
- Accurately log all work and updates against tickets/projects
- Basic network and broadband diagnostics
- Suggest and implement IT improvements for clients
- Maintain and create documentation
- Assist with client information requests, audit queries, and ISO certifications
- Develop and manage client relationships in collaboration with the CSM team
- Provide outstanding customer service through face-to-face interactions, phone calls, and ticket updates
- Ensure accurate and up-to-date records in the ticketing system
- Resolve or escalate tickets, with an emphasis on resolving most issues
- Coordinate with the Night Shift team for seamless ticket handovers
- I.T Engineer
- Proficient in Microsoft Windows Server, Active Directory, and Microsoft 365
- Excellent working knowledge of operating systems to include Windows 10 and 11, Mac OS and Microsoft Windows Server
- Strong organisational skills with a proven track record in a customer service environment
- Professional communication skills with both technical and non-technical stakeholders
- Self-motivated with a logical approach to problem-solving and continuous learning
- Team player with experience in networking, particularly with HP, MikroTik, and MikroTik or Unifi Wireless APs
- Excellent phone manner and ability to provide clear IT support face to face and over the phone
- MSP / Service Desk experience is preferred for the I.T Engineer role
- Bonus Scheme
- Birthday off
- Flexible holiday scheme
- Competitive salary
