Job Purpose: To support and resolve 2 nd line tickets, supporting users with queries and technical requests. The post holder will be required to take on any additional duties which may be considered within the remit of the role. Key Responsibilities: · Prioritise and resolve escalated tickets. · Manage support with outsourced service providers. · Comply with Company standards and procedures. · Assist in the delivery of IT projects as required. · Attend IT review meetings as required. · Provide administrative support to the IT Manager. · Provide input to training needs where necessary. About You · Previous IT helpdesk experience and exposure to end user support. · Ability to build and maintain good working relationships both internally and externally. · Analytical problem solver; strong attention to detail. · Superior customer service skills. · Excellent communication skills, both verbal and written English. · Desire and motivation to learn and ability to advance skill level. · Ability to multitask and prioritise workload. · Flexibility and ability to work on own initiative. Remain calm under pressure. · Must have good presentation skills and be self-assured in contact with customers, Sub-Contractors, suppliers and internal resource. · Valid driving license (advantageous) Technical Requirements: · Microsoft Entra · SharePoint Administration and management · Microsoft 365 · Microsoft defender for endpoint · Microsoft Endpoint manager · Operation system support - Windows · Hardware support skills · Backup Systems · Software installation, support and configuration · Potentially experience of disaster recovery systems & procedures Advantageous skills/knowledge include: · Knowledge of the following technologies: · Enterprise Networking · Azure networking · Fortinet firewalls and switches · HP switches · Meraki firewalls · Operating system support – MacOS Working Environment: · The role will be office based (Magor) and occasional travel may be required. Potential for 1 or 2 days working from home per week after successful completion of probation period. · Potential on call for escalations About Us At Indigo, you’ll join an inclusive culture that values diversity, integrity, and merit, empowering you to reach your full potential. We welcome candidates from all backgrounds, especially those underrepresented in our industry, including women, people with disabilities, and LGBTQ individuals. As a leader in the telecoms industry, Indigo offers endless opportunities for personal and professional growth in a dynamic market projected to expand from US $1657.70 billion in 2020 to US $2395.47 billion by 2027. With over two decades of experience and a presence in 90 countries, we specialize in cutting-edge technologies like FTTH, 5G, Edge DC, and Subsea. Recognized as one of the UK’s top-performing privately-owned technology companies, we prioritize the well-being and growth of our employees, fostering a respectful and inclusive atmosphere with over 37 nationalities. Our commitment to sustainability and innovation ensures a brighter future. As a proud recipient of the ‘Investors in People’ Gold Award, we invest in your growth and development. Join Indigo and make a real difference in an organization that offers unparalleled opportunities at the right place and time. Embark on an exciting journey with us. At Indigo, our smart, ambitious teams are dedicated to supporting our customers. Our culture of ownership and transparency empowers our team to achieve goals and exceed customer expectations. For over twenty-five years, we’ve partnered with some of the world’s leading network carriers and hyperscalers, with a diverse talent pool comprising 22 nationalities. We celebrate differences, inviting new ideas, creativity, collaboration, and passion from every employee. Our commitment extends beyond the present, as we cultivate and mentor the next generation to access limitless growth opportunities. At Indigo, we understand that our people are the heart of our success. We are deeply committed to nurturing a work culture that prioritizes the well-being and growth of our employees. We take pride in listening to our team and taking action to continually enhance our company’s support and enriching environment. Our diversity is our strength, coming together as one team, we foster an atmosphere of respect and inclusivity, where collaborating with individuals from various backgrounds, cultures, and thinking styles empowers us to evolve into better professionals and leaders.