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- Responsible for addressing and resolving escalated tickets and inquiries from a team of Technicians and Senior Technicians, utilising our ticketing system and escalation process.
- Deliver advanced technical support for the Managed Services Team, handling high-level and complex issues involving a diverse range of systems, hardware, and software.
- Keep clients informed about the status of their tickets at every stage, providing timely updates on any changes or outages related to their issues.
- Offer advanced remote support to clients, particularly for intricate problems.
- Occasional onsite visits to assist customers with technical issues.
- Set a standard for excellence by maintaining clear and concise records of all work undertaken, serving as a role model for other staff members.
- Adhere to SLAs, company policies, and SOPs to ensure timely completion of tickets, preventing them from becoming 'stale.
- Office 365 administration
- Azure administration
- Administering Multi-Factor Authentication (MFA)
- Windows Server administration, including Active Directory, Exchange Server, and SQL Server
- Firewall experience, preferably with SonicWall and Ubiquiti Dream Machine
- General Wi-Fi support
- Knowledge of networking fundamentals
- 25 Days holidays
- Private Health care
- 5% Pension
- Social and Wellness initiatives
- On-site gym
- Great training progression
- Plus plenty more perks and benefits
