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For Companies At a Glance
- Tasks: Support external customers with IT issues and provide excellent service.
- Company: Join a dynamic team near Southampton, focused on customer satisfaction.
- Benefits: Enjoy hybrid working, 25 days holiday, training opportunities, and employee perks.
- Why this job: Be part of a supportive culture that values your skills and growth.
- Qualifications: Experience in IT support, M365, Azure, and strong communication skills required.
- Other info: Opportunity for occasional site visits and personal ownership of tasks.
The predicted salary is between 36000 - 60000 £ per year.
Superb opportunity for an experienced IT Infrastructure Engineer who has experience at a 2nd line level and who is comfortable supporting external customers. This role will be based on a hybrid working arrangement, the office is based near to Southampton / Fareham. You will ideally be happy being in the office c3 days per week.
ROLE OVERVIEW
To be a point of escalation from the service desk which provides support to external customer end-users who need assistance. This could involve fixing a technical fault, answering a query, fulfilling a service request - anything that is needed to allow the user to return to work satisfactorily. You will also assist with user rights, passwords, user accounts and security administration. You will be committed to delivering excellent customer service. Your strong communication skills will help you to diagnose the users' issue and to explain technical issues in such a way that non-experts can understand. Most of your work will take place over the phone, by email and through fault finding programmes that enable you to diagnose and fix customer problems remotely.
DUTIES & RESPONSIBILITIES:
- To act as an escalation point for L1 Service Desk Analysts
- Support with the administration and scheduling of cases raised to the L2 queue for nominated customers
- To categorise and prioritise customer incidents and requests
- To resolve incidents and requests effectively, or to escalate to technical teams for resolution where required
- To liaise with third-party suppliers engaged to deliver services to customers
- To accurately manage assigned incidents and requests, maintain call notes and keep customers informed
- To identify opportunities to offer new services to customers and to raise these with management quickly and effectively
- Taking personal ownership of task completion and delivering to required timescales
- Occasionally, you may need to visit Customer sites for troubleshooting or simple installations as required
EXPERIENCE, SKILLS & KNOWLEDGE
- Proficient in M365, SharePoint, Microsoft Azure, Active Directory
- OS and Application Deployment - MDT/WDS/SCCM/Microsoft Intune/Microsoft MDM
- Network (Firewall, DNS, DHCP, VPN, etc)
- Proficient with Remote Management Tools such as Datto RMM / Kaseya 3635 / N-Able etc.
- Technical Certifications would be desirable:
- MS-101 Microsoft Identity and Access
- MS-203: Microsoft 365 Messaging
- Microsoft 365 Certified: Modern Desktop Administrator Associate
- MD-101: Managing Modern Desktops
- Az-900 Azure Fundamentals
- Az-104 Azure Associate
- ITIL Foundation
Competitive salary with details available on application with a comprehensive benefits package including 25 days plus bank holidays, perks at work, employee assistance programme, training & development, flexible working, 37.5 hour week.
IT Infrastructure Engineer in Fareham employer: Nuvola Resourcing Ltd
Contact Detail:
Nuvola Resourcing Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Infrastructure Engineer in Fareham
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as M365, Azure, and Active Directory. Being able to discuss your hands-on experience with these tools during an interview will demonstrate your suitability for the role.
✨Tip Number 2
Highlight your customer service skills and experiences in previous roles. Since this position involves supporting external customers, showcasing your ability to communicate technical issues clearly and effectively will set you apart from other candidates.
✨Tip Number 3
Prepare for potential scenario-based questions that may arise during the interview. Think about how you would handle specific technical issues or customer queries, as this will help you demonstrate your problem-solving abilities and customer-centric approach.
✨Tip Number 4
Network with current or former employees of StudySmarter on platforms like LinkedIn. Engaging with them can provide valuable insights into the company culture and expectations, which can be beneficial when tailoring your responses during the interview.
We think you need these skills to ace IT Infrastructure Engineer in Fareham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience, especially in 2nd line support and customer service. Include specific examples of how you've resolved technical issues and supported external customers.
Craft a Strong Cover Letter: Write a cover letter that showcases your communication skills and your commitment to excellent customer service. Mention your familiarity with the technologies listed in the job description, such as M365 and Azure.
Highlight Technical Skills: In your application, emphasise your proficiency with tools like Microsoft Intune, SCCM, and remote management tools. If you have any relevant certifications, be sure to mention them as they can set you apart from other candidates.
Show Enthusiasm for Hybrid Work: Since the role involves a hybrid working arrangement, express your willingness to work in the office three days a week. Highlight your adaptability and how you can effectively manage tasks both remotely and on-site.
How to prepare for a job interview at Nuvola Resourcing Ltd
✨Showcase Your Technical Skills
Be prepared to discuss your experience with M365, SharePoint, and Microsoft Azure. Highlight specific projects or challenges you've faced and how you resolved them, as this will demonstrate your technical proficiency.
✨Emphasise Customer Service Experience
Since the role involves supporting external customers, share examples of how you've delivered excellent customer service in previous positions. Use specific scenarios where you successfully diagnosed and resolved user issues.
✨Communicate Clearly
Practice explaining technical concepts in simple terms. During the interview, focus on how you would communicate with non-technical users, as strong communication skills are essential for this role.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Prepare for scenarios where you might need to troubleshoot a technical issue or manage a customer request, and think through your approach to resolving these situations.
