Ofertas › Third Nexus Group Limited
Third Nexus Group Limited · London, United Kingdom · £31,000 - 35,000 per year
Salary: £31,000 - 35,000 per year Requirements: MSP background preferable 2-3 years proven experience in an IT support role (1st/2nd line) Experience of working to an ITIL framework in a service desk capacity Microsoft Windows Server 2016-2022 Microsoft 365 support for email, SharePoint, OneDrive and Teams Active Directory management Windows 10 and 11 operating system support Apple OS and Apple Mac support experience Microsoft Office Suite Backup technologies such as DATTO and Acronis Laptop, desktop and thin client support Hold any one of the following certifications: MS-900 Microsoft 365 Fundamentals, AZ-900 Microsoft Azure Fundamentals, SC-900 Microsoft Security Fundamentals Highly motivated Can do attitude Attention to detail Excellent communication Proven client service skills Ability to work under pressure Willingness to work flexibly as required Good telephone etiquette Responsibilities: Provide a professional and customer-focused service through the life cycle of each ticket, managing customer expectations by keeping customers informed of progress Record all IT incidents, requests and problems, ensuring all relevant details are captured in line with service desk standards Classify calls accurately with the information provided and prioritise in line with the service level agreement (SLA) Investigate and diagnose incidents by providing first line telephone support, gathering and analysing information to identify and resolve technical incidents such as hardware, software, application and network issues, with the objective of restoring normal service as quickly as possible Liaise with third party suppliers where necessary, logging tickets and acting as a central point of contact Monitor and track incidents, requests or problems, escalating where necessary to other resolver groups or line manager Log and assign tickets and monitor workloads for other service desk team members Attend client sites to provide IT support as directed by our line manager Technologies: Active Directory Azure Hardware Support ITIL Microsoft 365 Network Security SharePoint Windows Office 365 Cloud More: We are a managed service provider offering businesses tailored solutions to increase efficiency, reduce outgoings, minimise system downtime and boost performance. We are expanding our service desk team for a 2nd Line Support Engineer based in London (W1) with hybrid working, typically 3 or 4 days onsite/in office and 1 or 2 days remote. The role offers up to £35,000 DOE, a comp