IT Support - Nottingham, United Kingdom - Basic Business Systems Ltd

Description

An exciting, busy and varied desktop support role in our growing busy Managed IT Services team supporting customer end users.

We're looking for a very customer focused Desktop IT Support Engineer, who wants to grow their desktop support skills width and depth and who can take the lead in desktop support fault fixing and support call completion.

Scope to grow into more MS 365, Networking, Servers and Cyber Security. We have a very customer-centric culture, focusing on delivering excellent service, to ensure customer happiness.
We talk in non-technical clear and transparent English to our customers. So it's important you take pride in providing excellent levels of Customer service and be a people person.

The role is mostly working on a busy IT Support Desk, solving a variety of technical end user and desktop problems for our Customers.

There is a mix of customers in different industries, providing a great width of setup, software and user cases.

This role can include Software and Hardware Prep, Setup & Installations, Deployment, System Administration and Cyber Security, along with some project work too.

This role therefore provides the opportunity to grow your existing technical knowledge and support skills, with excellent opportunities to learn new things.

Job Title:
Desktop IT Support Technical Engineer

Type:
Office Based Monday - Friday, 8.

Format:
Full Time Experienced, Permanent Position.
Please note that due to some job tasks, this is an Office Based role.
~ Pension
~20 days annual leave plus bank holidays
~ Flexible Packages
~ Relaxed business casual office dress code, with Corporate Shirts provided for office and onsite use.
~ Car park with easy Parking

Ideally you will have at least 2 to 4 years of relevant Desktop IT support experience, but more is also acceptable.

Experience working in an MSP or IT Support Desk environment would be very favourable, as would skills in using an RMM.

Log, amend, Process and organise technical support calls, emails and tickets.
Work on technical support tickets to find and solve issues to satisfactory resolution.

Provide high quality IT and Technical support via phone, email, online chat, remote control webmeetings and other methods as needed.

Own, Manage and complete 1st and 2nd line tickets, and potentially some 3rd Line desktop and network orientated tickets and incidents as you grow.

Deliver high quality customer service in line with Support and Service standards.
Provide an escalation point for other Service Desk Engineers and also Customers.
Deliver, Implement and Install new Hardware, Software, Cyber Security and other Solutions according to our standards.
Ensure adherence to Policies, Standards and Change Management Processes.
Work in accordance with company values, policies, procedures and standards and ensure our high quality standards are maintained.
Assist in the completion of regular technical and operational tasks allocated by Management and Service Desk requests.
Help the Team grow, develop, deploy and improve processes and documentation.
Other tasks as required by Senior Management.

Desktop support and fixing, to non technical end users at a Level 1 and 2, growing to level 3 fixing.

Windows Desktops operating systems:
Strong fault diagnosis and problem solving skills around Windows Desktops, laptops and mobile devices.
Strong knowledge of networking infrastructure, switches, routers, protocals, TCPIP, DNS, DHCP, VLANS.
Strong knowledge of Microsoft 365, Outlook, Email, Office and Onedrive.
Good Software installation and configuration skills, including an eye for detail.
Microsoft Office 365 Deployment, Management including email and user management.
Fair knowledge of Windows scripting and Powershell.
Printing, Print servers and print server management.
Fair Understanding of Sharepoint.
Ability to maintain and respect confidentiality, along with data privacy and data protection.
Active Directory or Azure AD, including managing and maintenance, group policies and other configuration.
Data protection and back up processes and methodologies

Backup software and managing backups using tools such as Veeam, Arcserve and other main vendor Backup and DR products.

Wireless access points,including installation, setup and management.
Remote monitoring and management applications.
Microsoft Azure Cloud
Windows server Operating Systems: 2016, 2019 and 2022.
Server support, both hardware and software, including AD.
Key Account Management

The role has a lot of phone usage, so youll be comfortable on the phone, dealing with numerous support queries and capable of handling pressure.

A key need is to be able to talk to our Customers in non-technical English, when they are not technical.

Ideal candidates will be aware of and have experience using remote control tool, or remote monitoring, maintenance and control tools (RMM) from major vendors.

You'll also be comfortable using these on a day-to-day basis to help fix first, second and potentially third line support issues.

This role is primarily office based, but could gradually involve Customer visits, as you know more about each site.

Out of hours work is likely to be required periodically, particularly when responding to out of hours calls, or weekend work, during a system migration or office move, but this will not be on a formal rota and not a main aspect of this role.

You must be legal and eligible to work in the UK.
We are not an agency and this job can be found on our website.