Support Engineer (Helpdesk)

Job Description

The ideal candidate will be responsible for troubleshooting customer Technical queries and offer first-line technical support. You will support our customer's business by acting as a liaison between the customer and internal teams, as well as applying your knowledge and skills to identify a timely fix. An ability to work methodically and timely with complex business systems would make you an ideal candidate.

 

Responsibilities

  • Ensure support calls, emails and portal cases are answered within KPI timeframes, triaged, diagnosed and where possible resolved.
  • Escalate support issues accordingly to ensure a satisfactory outcome.
  • Log and update records on the company CRM system.
  • Provide support using remote access systems following security protocol to establish exact problems and enact fixes.
  • Carry out reasonable requests in-line with the job role.

 

Skills

  • Competent and existing knowledge of VMware, Hyper-V, O365, Veeam, Citrix / RDS,  AD, Windows, etc. Plus anti-virus/malware such as WatchGuard and Sophos Security.
  • Strong communication skills.
  • Ability to work independently and in a team.

 

Reporting to: Head of Customer Services

 

Application deadline: 01/04/2021

Job Types: Full-time, Permanent

 

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Innov8 is a leading provider of software and IT infrastructure for businesses throughout the UK.

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