It support engineer - united kingdom, bury st edmunds, suffolk

the role

as a technical support engineer, you will be tasked with providing 1st and 2nd line support to our customers, both over the phone and on-site. in addition to support, you will be responsible for our technical order fulfilment, setting up, configuring and commissioning new computers, devices, and cloud products for our customers.

proactive support and management is a very important part of our service role and as member of our team you will be actively involved in this process. you will use our remote management tools to monitor for and detect issues in their early stages before they impact the customer, keep endpoints secure with the latest patches and monitor antivirus systems for issues or infections.

the group trades nationally across the uk and as a result, where appropriate, we will require you to travel and stay away from home.

hybrid working options will be considered for this role.

the company

we our a collection of new and established companies that have been operating nationally in the telecommunications and it services industries for the past 20 years. our company ethos is centred around customer success, we want our customers to get the most from our services and expect you to buy into this shared goal.

you

we are looking for a likeminded person to join the team and match our enthusiasm for what we do. the role will require daily interaction with our customer base, so good communication skills, customer service skills and a strong drive to help people is very important.

things can get very busy here, so you'll need to be able to cope under pressure and be able to efficiently manage multiple tasks. in addition, you must be self-motivated and with ambition to further your knowledge, learn new skills and challenge yourself.

your qualifications & experience

our main requirement is that you have experience with the skills below and a strong drive to learn new skills.

must have

- at least 2 year's experience in the it industry or relevant

- good knowledge of windows operating system and office suite

- good knowledge of administering microsoft 365

- good knowledge of supporting windows environments

- basic knowledge of networking equipment

- excellent customer service, communication, and phone skills

beneficial skills

- experience with microsoft azure

- experience configuring and supporting linux environments

your responsibilities

- provide 1st and 2nd line it support for incoming customer requests over the phone and in-person

- provide out of hours support for key infrastructure on a rota

- prepare and install new equipment for customers

- provision of new accounts on cloud platforms

- monitor antivirus for warnings and infections

- monitor monitor systems for warnings and resolve issues

- monitor & apply windows updates on all managed endpoints

- carry out customer audits

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