IT Support Engineer

1 month ago

Norwich, United Kingdom CloudScope Full time

**IT Technician - Office 365, Desktop Server, Driving Licence**
**£25-30k DOE + Benefits - Norwich**
CloudScope are working with a small but rapidly growing MSP, offering a range of products and services. We are looking for an technician with a solid foundation who can jump straight in, the role will also involve working as part of a team and we strongly believeinto continuing to develop your skills and knowledge so a willingness to learn is essential.

**Overview**

The number one goal of everyone in the team is to make Clients exceptionally happy. The IT Helpdesk Technician plays an important role in making sure that happens.

The IT Helpdesk Technician handles the first and second level support requests that come in from our Clients. They are the first to touch a helpdesk ticket and make sure that the issued is handled quickly and the Client is informed of what to expect everystep of the way.

When help is needed the IT Helpdesk Technician can get help from or escalate issues to other members in Service Delivery Team.

**The Role**
- Provide the Client with remote troubleshooting
- Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
- Managing and recording all work in real time though our Ticketing System
- Make sure that Client Documentation in well maintained
- Make sure that tickets aren’t "stale" throughout the process
- From time to time the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise then IT Technicians will be required to help with project delivery
- Escalate tickets that require Senior Helpdesk Engineer support
- Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
- Submit Timesheets & Expense reports as per company processes
- Share technical knowledge and help mentor fellow techs wherever possible

**Skills and attributes desired**
- A love of (and ability to) Solve Problems & Challenges
- Great Communications skills, founded in being a good listener
- An understanding of support tools, techniques and how technology is used to provide services
- Must be able to type quickly and accurately while talking on the phone
- A deep desire to deliver an amazing Client Experience
- Knowledge of IT Applications, Software & Hardware

** Full UK Drivers license**

**Nice to have**
- Experience using a Ticketing system / RMM Tool and PSA software
- Experience providing support via remote tools
- Experience handling Technical Service Tickets
- Experience and knowledge of working with the Microsoft 365 Platform
- Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
- Client Experience Certifications such as Helpdesk Habits etc.
- Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.

**Perks
**Private healthcare included with no excess

Get your birthday off

Generous incentives for reaching Training and Company Goals

An easy-going environment and culture (we all enjoy what we do)

The flexibility to work from home (we run a Hybrid office)

High-Powered Laptop

A Proactive Approach to Ongoing Training to help you develop life-long skills (Please ask for more info)

**CAREER GROWTH**

For someone looking to progress their role, the IT Helpdesk Technician naturally leads into roles such as: the Senior Helpdesk Technician, Network Engineer, Solutions Architect, Account Manager, Virtual CIO, Service Desk Manager.

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