Position Overview & Specifications

We are recruiting on behalf of a next gen software company who have a vision for the future of broadband; their team are building to increase consumer and enterprise value across the rapidly growing internet broadband sector by redefining approaches to automation, analytics, and improved tooling.

Duties and Responsibilities:

· Providing 1st, 2nd and some 3rd Line technical support, responding to incident and service requests from customers by telephone, email and monitoring system alerts

· Ensuring all new tickets are responded to within SLA

· Communicate proactively with customers as required - keeping them informed and updated.

· Maintain customer documentation in relation to hardware, software configurations and standard build information

· Accurately record time entries and update tickets as they are worked on

Skills and Experience:

· Good troubleshooting and fault-finding skills

· Good customer service skills

· Good telephone manner, typing and grammar

· Experience of supporting currently supported MS operating systems- Server & Workstation. Configuration and troubleshooting.

· Experience of supporting MS 365 applications (Office, SharePoint, OneDrive)

· Understanding of Azure Active Directory, Group Policy, DHCP and DNS

· Email - MS Exchange & 365 administration and configuration