METCLOUD currently seeks an experienced 2nd-line Support Technician to join its team and work from its Birmingham office. This role combines high-level technical skills with an emphasis on delivering a high level of customer service.
This is a fantastic opportunity to join one of the UK's most innovative, award-winning, and fastest-growing technology companies. METCLOUD is a specialist provider of cyber-secure hybrid cloud services. Due to continued growth, it wants to strengthen its team further. At METCLOUD, our employees' quality, integrity, and commitment are key factors in our company’s growth. By investing in our employees professionally and personally, we further grow our company and its ability to help our clients do the same.
Job Summary
* Provide 2nd-line technical support to clients, resolving issues and problems with customers' IT infrastructure, providing insight and proposing solutions to IT issues.
* Opportunity to assist on various projects, including upgrades, migrations and implementations.
* Have a passion for solving problems and helping our customers. You must quickly get to the root of customer problems by gathering all the necessary information, investigating, and either resolving the customer’s issue or redirecting/escalating to the correct tier within the organisation. Customer experience is key; therefore, working with SLAs and keeping departmental and personal KPIs in mind is very important.
Responsibilities
* Troubleshooting & problem-solving technical issues or providing technical advice as required.
* Proactively maintain, monitor, and support all systems and services to ensure we meet the set SLAs.
* Log calls in the relevant Call logging system.
* Carrying out screen-sharing to help customers get set up and operational.
* Log and escalate calls with third parties where required, ensuring communication back to the customer.
* Empowering customers by promoting a knowledge base and self-service.
* Provide 2nd-line support for technologies such as Microsoft. The role will also involve implementing these technologies at our customers' locations.
* Write up support calls and maintain document records to a professional standard.
* Provide excellent customer service by understanding the business drivers, taking proactive action and providing clear communication.
* Interact with clients to resolve escalated help desk issues.
* Undertake a range of routing maintenance tasks to ensure the reliable running of all systems and services.
* Liaise with the operations team and service desk team regularly.
* Set up new users' accounts and profiles, working alongside internal teams.
* Engage in project work and tasks specified within the project scope, ensuring the thorough documentation of details.
* Fulfil and execute tasks as directed by the Service Desk Manager.
Requirements & Certifications
* Problem-solving skills, with the ability to multitask.
* Enthusiastic and a great attitude towards learning.
* Able to work with targets (SLAs).
* Technical background with experience in Windows Server 2012/2016/2019, Hyper-V, and MS Exchange would be considered an advantage.
* Group Policy, PowerShell, Other Desirable: Citrix XenApp, Microsoft Azure/O365.
* Knowledge and experience in Networking, Active Directory, Virtualization, IIS and Operating Systems.
* Driving license.
* ITIL and a combination of Microsoft Azure or 365 certifications.
About the Company
We are one of the region’s most exciting technology companies and have been voted `Best Cyber Security Solutions Provider 2024’. During the last 4 years, we have won over 50 awards for Innovation and Excellence. We are a great place to work, as reflected by our status as Investors in People Gold.
Benefits
* Salary negotiable
* 25 days annual holiday + bank holidays
* Company pension scheme (after the qualifying period)
* Private Medical Insurance (after the qualifying period)
* Great working environment with a young and passionate team
* Part of a company which strives to Invest in People (trainings, wellbeing programs)
Working hours: 37.5 hours per week
Evening / Weekend work as required
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