EtiCloud Sheffield, England, United Kingdom
About the Role
etiCloud has a fantastic opportunity for a 2nd Line IT Support Engineer to join our Support team, based on site in our Sheffield office. This role would suit someone with previous work experience in a similar 2nd Line IT Support role and is comfortable liaising with customers to understand and resolve their issues.
Responsibilities:
* Record and prioritise customer queries in a ticketing system ensuring adherence to SLAs.
* Build and maintain customer relationships.
* Diagnose and troubleshoot a wide range of technical issues providing resolutions or escalating where appropriate.
* Deploy and maintain a wide range of software on customer systems.
* Contribute to and help maintain our internal knowledge base.
* Create and deliver training materials for our junior engineers.
* Educate users on how to use various software and systems.
* Maintain a strong knowledge of our company’s services and products to help effectively and efficiently respond to customer queries.
As a 2nd Line IT Support Engineer, you will support and share your knowledge with our wider Support team members in a collaborative working environment. You will be required to support our clients including assisting with day-to-day escalations and investigating problems or repeat failures, whilst maintaining the smooth and efficient operation of end-user desktops.
Who are etiCloud?
etiCloud - Delivering tomorrow's technology, today. Data security is more important than ever. That's not going to change. So you need a company that understands your business needs and that you can trust to take care of them. But you don't have to take our word for our reliability, security, and professionalism; etiCloud is part of the elite top 1% of worldwide businesses with ISO accreditation.
Our ISO 27001 accreditation relates to our defined and implemented best-practice information security processes. So you can be sure that your data, and that of your clients, is secure. We're equally proud of our ISO 9001 accreditation as an integral part of it is customer satisfaction. It demonstrates our commitment to our customer-led approach - one of the reasons we've built, and continue to build, our business on referrals.
Benefits of Joining etiCloud
Employment with etiCloud Ltd represents a fantastic opportunity to develop a career with a leading provider of cloud-based IT solutions. As part of the etiCloud team, you will benefit from a market competitive salary, an annual performance and salary review, as well as our company benefits including:
* 28 days annual leave including bank holidays
* Company pension scheme
* Annual company bonus
* Friendly and collaborative working culture
* Modern, secure office with coffee machine and kitchen facilities
* Free onsite car parking
* Career development and training opportunities
Skills and Experience
This role suits someone who has experience in an IT support environment, experience of handling ticket logs, and has a passion for problem-solving. We are looking for a passionate individual who is looking for a challenging and collaborative working environment where they can learn and share ideas within a team environment. Candidates should have the following:
Required Skills/Experience:
* IT and desktop support experience in a working/business environment
* Good customer service and support skills
* Excellent attention to detail
* Strong independent problem analysis, research, and resolution
* A willingness to learn and to share knowledge
* Windows 10/11
* Windows Server 2012 R2 - 2022
* Active Directory and Group Policy
* Intermediate firewall and networking
* Remote Desktop Services/Citrix
* Microsoft 365 and Azure/EntraID
* Email Security Services
* Web Filtering
It would also be advantageous to have experience of the following technology; however, training can be provided:
* Powershell
* VPNs
* VMWare vSphere/other hypervisors
* VOIP phone systems
If you do not have all of the above skills and experience, we would still be interested in hearing from you as we are able to provide training and development opportunities to grow within our teams.
Seniority Level
Entry level
Employment Type
Full-time
Job Function
Information Technology
Industries
IT Services and IT Consulting and IT System Operations and Maintenance
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