Operating for 17 years and having a near 100% customer retention, we provide a range of Managed Services to small-medium sized businesses throughout the North West and beyond. The services we provide include remote and onsite ITC support, cloud-hosted services, data & internet connectivity, VoIP telecoms, and more. Our hard-working team set a high standard in IT practices with excellent communication and rapid, smart problem resolution and project delivery.
Upon completion of this apprenticeship, you may be offered a full-time position in the IT team.
Responsibilities:
* Deliver outstanding service and technical support, both remotely and onsite, to our base of contract customers across various business sectors, including some project work.
* Use our Ticketing System to work on and resolve helpdesk tickets & service requests, escalating to senior helpdesk engineer as required.
* Monitor background systems to ensure client devices, servers, and networks are functioning correctly and securely.
* Liaise with third-party suppliers to troubleshoot and resolve issues between them and the client.
* Maintain up-to-date documentation of any changes, logins, or other critical information.
* Complete offboarding and onboarding as required.
* Review remote monitoring & management (RMM) dashboard and apply remediation actions as indicated by our processes.
* Communicate to the client the status of their ticket at every step, notifying them of any changes or outages related to their issue.
* Advise customers appropriately and communicate regularly regarding open tickets.
* Work with 2nd and 3rd line support teams to deliver support to customers.
* Occasionally set up new equipment – desktops, laptops, printers, servers, etc.
* Administer Microsoft Cloud Services including Entra, Intune, Microsoft 365, and legacy Active Directory.
Working hours are Monday to Friday between 8:30 am to 5:30 pm.
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