We are looking for a First line Support Engineer to join our experienced and friendly managed service team. If you feel you are a suitable candidate of have questions, then please email recruitment@foundation-it.com or call us on 01635 203700
This is an exciting opportunity to join a mid-sized provider of IT Infrastructure Managed Services. Due to rapid growth we are looking to add ambitious, driven individuals to our existing Managed Service Support team with scope to progress quickly as we grow.
This role is focussed on providing the first point of contact to our clients and managing ticket lifecycle to ensure all queries are dealt with promptly and effectively. You will also take an active part in delivering pro-active and reactive support services, client and internal reporting and the associated admin required to deliver customer service excellence. Clients include multinational financial services companies, banks and retail household names.
Key Responsibilities:
- Provide a professional and personal first point of contact for all clients
- Handle all incoming calls as required
- Initial analysis and assessment of incident and alert tickets
- Distribution of tickets to the managed services team to ensure prompt resolution within SLA
- Taking ownership of assigned cases throughout the lifecycle of support
- Ensure that all customer support calls and incidents are handled effectively with regular client communication conducted throughout
- Own and assist with regular tasks and functions that are key to service provision
The successful candidate will:
- Understand the importance of customer service excellence
- Have at least an entry level understanding of IT infrastructure
- Have strong written and oral communication skills and good telephone manner
- Self-starter, initiative-taker and be driven to achieve goals
- Possess the ability to manage and prioritise personal workloads
- Work well in pressured situations and work to deadlines
Experience in any of the following technology areas would be advantageous but not essential:
- Cloud: Azure, AWS, Office 365
- Virtualisation: VMware or Hyper-V
- Server & Platform: Windows Server, Active Directory, Group Policy & Exchange
- VDI: VMware View, Azure Virtual Desktop
- Backup: Veeam, EVault, Arcserve, BackupExec or similar
- Storage: Compellent, 3PAR, MSA, NetApp, Nimble
- Networking: Firewalls, routers, load balancers, switches across a variety of vendors
- Service Desk: ITIL v3 or v4Company
Benefits:
- 35 hour week (shifts rotate between 7am – 3pm, 9am – 5pm and 11am – 7pm)
- 25 days holiday
- Hybrid Working
- Individual technical training plan including budget for courses and exams
- Leadership and personal development coaching
- Gym membership
- Quarterly social events (e.g. Escape Rooms, Go Karting, VR experiences)
- Pension
- Healthcare
- Weekly “all hands” company meetings that include things like:
- Crypto currency chats and advice
- Group workouts
- Monthly face to face get togethers with lunch provided
- Guest speakers (e.g. Motivational speakers, technology experts)
To apply please send you CV to recruitment@foundation-it.com
