Managed Services Technician

• Provide 1st Line infrastructure support to Exponential-e customers
• Primarily responsible for managing and owning support tickets and driving customer issues through to resolution
• Triage & manage incoming tickets driven from various events
• Follow established process and procedures to make sure quick resolution of customer issues
• First line support handling customer enquiries and support issues using our ticketing system
• Keen interest in IT Support and growing within the support function
• Proactive monitoring of alarms for our customers via our monitoring tools
• Responding to tickets as assigned within Service Level Agreements
• Ensuring calls are quickly and accurately logged and that call resolution priorities are met
• Escalating faults/outages in accordance with Exponential-e procedures
• Adhering to internal processes
• Troubleshooting technical faults and working with external vendors and service providers to resolve issues
• Working as a team to achieve similar goals
• Maintaining professional working relationships with customers, suppliers and colleagues
• Any other fair and reasonable task or duty assigned to you by your Manager or senior Exponential-e Ltd staff member

Knowledge and understanding of basic networking concepts

Confident communicator with excellent telephone manners

Understanding of basic computing

Keen interest in IT Support services with a view to progress in an IT Support Career

Experience of setting up Computer Hardware and Peripherals and installing computer software

Previous Customer Service experience required

Understanding of Microsoft Exchange, Active Directory and Microsoft Desktop technologies

Applicants will ideally be either be A+, MCP or equivalent certified

Ability to provide a customer focused service to committed Service levels