Performance Engineer
3 weeks ago
The role: We are seeking an experienced End User & M365 Computing Support Engineer to provide 2nd Line IT support to our end-users. The ideal candidate will proactively resolve issues and complete requests, ensuring a seamless experience for clients. With a focus on delivering exceptional customer service, you will uphold our company Service Level Agreements and contribute to the success of our Service Desk Team.
Key responsibilities:
~2nd Line IT Support:
Provide desk side and remote 2nd line support to end-users, resolving technical issues efficiently.
Ensure a seamless and positive experience for clients.
~ Proactive Issue Resolution:
Identify and resolve issues proactively to minimize downtime.
Maintain high standards of customer service.
~ Microsoft Modern Workplace & Cloud Technologies:
Utilize Intune, Autopilot, M365 and Azure to manage and support end-user environments.
Implement and maintain Microsoft Modern Workplace solutions.
~ Technical Expertise:
Demonstrate excellent knowledge of Microsoft Operating Systems and networking principles.
Proficiency in PC support, email technologies, VoIP telephony, backup solutions, firewalls, switching and routers.
~ Customer Service Skills:
Exhibit excellent technical and customer service skills.
Communicate effectively with end-users and team members.
Manage time efficiently and build strong relationships with users.
~ Documentation:
Produce high-quality documentation for IT processes and procedures.
Maintain accurate records of support activities.
~ Coaching and Mentoring:
Provide guidance and coaching to junior team members.
Share knowledge and best practices to enhance team performance.
Certifications desired:
Microsoft 365 administrator certification or other relevant Microsoft certifications are desired.
ITIL Foundation certification (preferred)
Experience required:
Proven experience with at least 3 years in a similar role providing 2nd line IT support.
Strong knowledge of Microsoft Modern Workplace & Cloud technologies.
Excellent communication and customer service skills.
Ability to produce high-quality documentation.
Experience in coaching and mentoring junior team members.
Benefits:
Competitive salary
Life Assurance
Health cash plan which includes Wellness & EAP
Group Pension
Referral incentive
Professional development & study support
Exclusive staff discounts
Please note this role is working on a Hybrid basis 3 days per week in our Bolton office.
JBRP1_UKTJ
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