2nd / 3rd Line Reactive Services / Help Desk Technician

An exciting opportunity to join the service desk of a fast growing Managed Services provider based in Bristol - if you are conscientious, hard working fastidious, love IT and working with a fantastic team this role may be for you.

You need to have had at least 3 years experience supporting multiple systems at 2nd line to ensure you have the skills and demonstrable knowledge to deliver in this role (A technical test will be set at interview)

To be successful in this role you will need to demonstrate that you can achieve the following:-

1. To provide support to client's issues providing technical resolutions whilst keeping the client informed throughout the lifecycle of their ticket of the status of their ticket.
2. To answer the telephone to inbound client service calls and to respond to client tickets whether telephoned, emailed or logged via the portal expediently, politely and in line with the process in place and in within the required time.
3. To dilligently follow the processes in place to administrate tickets ensuring accurate and detailed information is recorded for every action and you fully read and understand the request before commencing delivery.
4. Working as part of a team with colleagues within the business is essential, as each area's activities has a direct effect on the other. This is essential if we are to be successful and effective in our support offering.
5. To manage clients and build positive working relationships with the key staff and to show the value of our support offering through gaining a full understanding of the client infrastructure and needs.
6. To provide support on client sites as required (must be able to drive a car in the UK), ensuring that a good relationship is developed, that an understanding of the clients needs are fully understood.
7. To communicate with clients in a positive and expedient manner to both set an expectation and to ensure every action is fulfilled to the client's satisfaction.
8. To attend daily huddles providing relevant feedback on your tickets and KPI's and provide any relevant feedback.
9. They look for each technician to average 16 tickets per day, to work to an average ticket duration of less than 30 minutes and a same day closure rate of 90-95% - they also expect full time logging of every action taken during the day to deliver a time sheet with 40 hours per week recorded.
10. To uphold the company core values at all times.
11. To work to and understand the standards and requirements of ISO9001 and ISO27001:2013 as relevant to the role at all times.

Technologies include: Windows Server, GPO, DNS, DHCP, MS-SQL, MS Exchange, MS-365, SharePoint/Exchange Online, WatchGuard/Cisco Firewalls, MS-Office, VLAN, RAID, LUNS, SAN, NAS, DAS, VMware, Hyper-V, ADSL, VDSL, EFM, Leased, MPLS, 3G/4G, Hosted VoIP, Printing, Scanning, MFA,

Hours between 8am and 6pm Mon-Fri with occasional weekends on overtime and 24/7 on call payments

4 x Death in service insurance