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Microsoft Technical Support

4 months ago

Bristol, United Kingdom Subfero Full time

**A little about us...**

Our mission is to provide an unrivalled customer experience and we know that this would not be possible without our team of brilliant, knowledgeable, and diverse people. There’s no ‘one size fits all’ approach to working at Subfero and you don’t need to be an IT expert to work for us. You just need to be able to demonstrate experience of delivering excellent customer service, and a passion for all things technology.

**The role...**

This role involves supporting Microsoft 365 business customers with technical issues related to their account whilst also providing an exceptional customer service. This can range from simple issues that can be resolved quickly, to complex troubleshooting such as hybrid migrations and maintaining DNS records. This is a highly technical role which involves providing technical support for the whole infrastructure of Microsoft 365.

**What we are looking for...**

**What you'll be doing...**
- Providing an excellent customer service experience to customers across the globe to help resolve their technical issues
- Researching, diagnosing and troubleshooting customer issues within the Microsoft Office 365 package
- Managing and prioritising your ticket queue to ensure swift resolutions to customer queries
- Providing desktop support through remote share to assist and resolve issues along with educating customers on the cause of the issue
- Agreeing and adhering to call backs with customers to follow up on their issue if it requires further investigation
- Using helpdesk support systems to take new tickets, mark them as resolved, escalate complicated cases and take notes on customer calls
- Aiming and achieving to exceed your individually agreed KPI's to ensure we are providing customer support within our agreed SLA's

**Here's what we'll give you...**

We take pride in providing an entry for many into the IT industry. We offer extensive benefits to our employees to help them grow both professionally through qualifications and experience, but also inter-personally through our fun, collaborative and diverse working environment. Please see below a taste of our benefits:

- **Fully funded Microsoft certifications**:

- **Free Premium Gym membership worth up to £60 pcm**:

- **Hybrid working upon completion of probation period**:

- **Monthly performance bonus scheme**, with the opportunity to earn up to **£7,800 per calendar year**:

- **37.5 hour working week between Monday to Friday**, with only one weekend shift required to work per month
- Cycle-to-work scheme
- Company Pension Scheme (if you pay a minimum 5% and we will pay in an additional 3%)
- Full 8-week training period to give you the tools to do the job
- Free on-site parking
- Access to the Employee Assistance Programme (EAP)
- Regular food cart visits along with a monthly team meal voucher
- A paid day off on your birthday
- A private help cash plan which helps cover opticians, dental and medical bills
- A private medical scheme available giving you access to remote GP appointments, mental health support and more
- 22 Days Annual Leave + 1 extra day for length of service up to a maximum of 25 days (1 day accrued per year)

**When we'll need you and where you'll be...**

We operate our business around the clock to provide support to customers around the globe. We have 3 shifts available which are:

- 5am - 1pm or 6am - 2pm (£25,000 p/a base salary)
- 1pm - 9pm (£26,000 p/a base salary)

You'll need to be located within a commutable distance to our offices in Bristol, if you are moving to the area you must be available for the full 8-weeks of training following your start date.

**Job Types**: Full-time, Permanent

**Salary**: £25,000.00-£26,000.00 per year

**Benefits**:

- Casual dress
- Company pension
- Cycle to work scheme
- Free parking
- Gym membership
- Private medical insurance
- Sick pay
- Wellness programme
- Work from home

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- Weekend availability

Supplemental pay types:

- Performance bonus

Ability to commute/relocate:

- Bristol, BS32 4TR: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in Bristol, BS32 4RZ

Expected start date: 10/02/2023