Advoco Solutions are a leading Managed Service Provider, CRM and Software Development company, and are currently seeking a skilled Helpdesk Technical Support Engineer to join our dedicated team.
On top of a competitive salary, our standard 22 days holiday (which goes up the longer you're with us), and a matched pension scheme, we'll work with you to progress your career development plan and provide opportunities to accelerate your goals.
The ideal candidate will provide enterprise-level technical assistance and support to our customers, ensuring smooth operation of computer systems, software, and hardware. This role will be a full-time position based out of our Silchester office with the ability to progress to working off-site at customer locations throughout the UK.
You'll have strong analytical and problem-solving skills, being passionate about how we can make our customers' businesses better, through solving business-critical problems. You'll have a technical background, be a creative thinker, and be solution-focused.
Day-to-day Duties will include:
* Offer technical support to customers via phone, email, or in person
* Troubleshoot and resolve issues related to operating systems, software applications, and hardware components, including but not limited to desktops, laptops, servers, monitors, printers, routers, phones, firewalls, and access points.
* Evaluate and log incidents and service requests in the service desk ticketing system and manage queues/workflows.
* Assist with setting up and configuring computer systems.
* Conduct software troubleshooting and recommend solutions.
* Communicate effectively with customers to understand and address their technical concerns.
* Build a knowledge base in the ticketing system or other approved systems.
* Assist other team members including communicating company strategies, team goals, project deadlines, identifying training needs and skill management.
* Create and maintain documentation and records of customer interactions for support solutions and processes.
* Collaborate with the IT support team to escalate complex issues.
Experience/Qualification:
The successful candidate should possess:
* 3+ years proven experience in a customer-facing technical support role within an established MSP.
* Excellent verbal and written communication and soft skills, inspiring confidence while leading customers through the steps to resolve issues via phone and email.
* Proficiency in Windows operating systems, and computer networking essentials; MacOS is beneficial but not a requirement.
* Good working knowledge of modern Windows Server Operating Systems including Domains, Active Directory, DHCP, DNS, and Permissions.
* Good working knowledge of Microsoft 365, Teams, Exchange, SharePoint, Intune, and AutoPilot.
* Good working knowledge of VMWare ESX, vCenter and/or Hyper-V.
* Good working knowledge of Backup Systems, Enterprise Firewalls, and Email Security Platforms.
* Familiarity with software troubleshooting techniques and help desk procedures.
* Certifications or a technical qualification in IT.
* Strong understanding of Microsoft 365 and various aspects, including but not limited to Entra, Teams, SharePoint, and Exchange.
* Familiarity with remote desktop tools and help desk software, such as Central and Rescue, or similar.
* Ability to write reports and technical documents.
* Good knowledge of Sophos, Egnyte, and Ubiquiti would be highly beneficial.
* Exceptional attention to detail.
* Must have the resilience and ability to work under pressure.
* Must have the ability to work alone and as a member of the team.
Schedule:
* 9am to 5:30pm (some flexibility may be required)
* Monday to Friday (some weekend work may be required)
Applicant must be in the UK and within driving distance (25 miles) of our offices at RG7 2PQ.
Benefits:
* Bereavement leave
* Matched company pension
* Free on-site parking
* Monthly lunch club
* Onsite pool & football table
* Sick pay
* Company laptop
Application question(s):
* Must be a UK resident within 25 miles of our offices (RG7 2PQ) and with a clean driving licence and own transport.
Job Type: Full-time
Pay: £30,000.00-£40,000.00 per year
Additional pay:
* Performance bonus
Experience:
* IT support: 3 years (required)
Licence/Certification:
* Driving Licence (required)
Work Location: In person
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