Role Overview
This is an entry level IT Engineer role, ideal for a keen and enthusiastic person wanting to develop their career into IT and infrastructure.
You’ll provide a first point of contact support service to our clients ensuring that their IT infrastructure and systems remain operational; this involves you proactively identifying, investigating, and resolving technical incidents and problems, and restoring service to clients by managing incidents through to resolution. Reporting to the Helpdesk Team Leader, this role is a combination of ongoing proactive monitoring and maintenance as well as business-as-usual support.
This is an on-site role, based in a modern, bright and stylish co-working space in Camberley town centre.
Requirements
Client Support:
* Providing technical support on incidents and requests received.
* Answering calls and responding to emails that come into the Helpdesk in a friendly and timely manner, providing an empathetic and proactive support to users.
* Liaise with partners/suppliers to bring about a rapid resolution to incidents.
* Following ITIL processes and procedures.
* Proactive contribution to processes ensuring best practice is in place.
* Ensuring all tasks are completed in a timely manner and within defined KPIs, OLAs, and SLAs.
* Adhering to quality communication standards defined by FluidOne.
* Adhering to FluidOne’s Security and Data Protection and confidentiality Clauses.
* Undertaking any other duties deemed suitable by management.
* Maintaining job-related training as required by management.
Technical Responsibilities:
* Troubleshooting Networking issues and requests (Firewalls, switches, etc).
* RMM (Remote Monitoring and Management) management.
* Have a good level of technical knowledge of Windows 10, 11 and Microsoft 365 technologies (Exchange Online, SharePoint, OneDrive, Teams plus Office Applications) and to maintain this knowledge by keeping abreast of and understanding new developments.
* To have an intermediate level of technical experience and knowledge of Windows Server 2016/2019, including Active Directory, File Permissions, DHCP/DNS services, Networking (Switches & Access Points) and Internet Connectivity solutions (Routers and Firewalls) and to maintain this knowledge by keeping abreast of and understanding new developments.
Benefits after probationary period
* Employee Assistance programme (EAP)
* Life assurance (3 x salary)
* Sodexo Discount Platform
* Pension contribution- 5% company contribution
* Generous Holiday Entitlement
* One day off for Birthday
* Half price internet connectivity
* Ride2Work scheme
* Department incentives
* Volunteer day scheme