Job Purpose To provide Field and 3rd Line IT support to all end users. To proactively resolve hardware and software issues from all incoming channels. To deliver a high level of customer service in line with set Company Service Level Agreements. To be a proactive member of the Technical Team and ensure adherence to all set company processes and standards. To support the Service Desk with escalations, carry out field based support, assist with projects. Key Tasks and Responsibilities To provide proactive third line IT Support to all customers. To handle escalated tickets from the Service Desk Engineers providing feedback when resolved to support development. To assist and carry out ad hoc project work. To ensure all support requests and incidents via any inbound channel are properly understood and recorded on Autotask. To proactively contact and chase customers until a resolution has been achieved. To deliver exceptional Customer Service striving to achieve first time resolution. To take ownership of complex work to resolution and when needed utilising support from Senior Engineers or vendors. To proactively manage all personal workloads, ensuring all tickets are worked within the set Service Level Agreements. Creation and updating of documentation for systems and training for internal and external purposes. On occasion working at heights and lone working expected. To achieve the set Service Desk and Senior KPIs and Service Level Agreements. To adhere to all Company business and technical process guidelines and standards as per the handbook. To undertake maintenance tasks for monitored systems. To prepare customer hardware or software ready for project delivery. To ensure the Autotask system is fully updated with all activity including notes, to do’s and knowledge bank information. To contribute towards a personal development plan, ensuring technical knowledge is continually improved. To undertake and assist with any other roles to ensure the smooth running of the business. Responsible for following the companies ISMS while monitoring the performance of it and reporting issues to top management. Experience, Qualifications, Personal Attributes 4 years experience of Service Desk IT Support and experience with Field Based IT support. Interest and experience in general IT services, solutions and technology. Relevant IT qualifications desired: Microsoft Associate or above certification. CCNA or above networking certification. AWS, GCP or other cloud based certification. ITIL, PRINCE or other relevant certification. Strong knowledge of networking; TCP/IP, LAN, WAN, Firewalls, Switching, Wireless etc. Strong knowledge of Microsoft Operating Systems; Windows Desktops, Windows Server. Understanding and experience with Powershell and or other scripting languages. Working knowledge and experience of virtualisation technologies; HyperV, VMware, containerisation etc. Experience and understanding of cloud technologies such as Azure, AWS, Microsoft365 and where and where not these technologies are suitable. Hard worker, self-motivated with the ability to work alone under pressure and alongside a team. Eager to continually develop technical and customer service skills. Excellent communication and people skills. Excellent time management skills with the ability to prioritise workload. Clean UK Driving License. Access to own vehicle. Key Relationships All members of the Senior Leadership Team All Technical Staff All Non-Technical Staff All Project Manager All Existing Customers All New Customers All Suppliers and Vendors Hours of Work 37.5 hours per week Includes some working away from home when completing customer site visits Additional hours as required dependent on the needs of the business What we offer 25 days annual leave bank holidays Private Medical via Medicash Pension Scheme Budget for training and professional qualifications Beer Fridge Thursday & Fridays Team socials Valuing Diversity and Inclusion At Everything Tech Group we aim to create a workforce that is representative of our society, knowing that embracing differences enhances the capabilities of our business and makes for a happy place to work. We are proud to recognise and celebrate that we have a diverse culture where employees are accepted for who they are, regardless of age, gender, ethnicity, sexual orientation, religion or ability.