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For Companies At a Glance
- Tasks: Provide top-notch support to clients and resolve technical issues efficiently.
- Company: Join a leading Microsoft Cloud Solution Provider with a vibrant team culture.
- Benefits: Enjoy competitive salary, birthday leave, private medical cover, and employee discounts.
- Why this job: Kickstart your IT career while working with cutting-edge Microsoft technologies.
- Qualifications: Customer service skills and a passion for IT are essential.
- Other info: Flexible shift patterns and opportunities for professional growth await you.
The predicted salary is between 20000 - 30000 £ per year.
Overview
Support Engineer | to £25K + Benefits | Stafford
Cloud Decisions have partnered with a successful Microsoft Partner with a deep product knowledge of Microsoft Technologies and over 16 years Microsoft Expertise. Our client are a multi award winning Microsoft Cloud Solution Gold Partner + leading Azure Expert MSP.
Their exciting and fast-moving environment fosters growth for all team members allowing their team to continually learn new things, take new opportunities, while working with the very best in the industry. They are currently seeking a Support Engineer to join their team of experienced engineers working across a range of large-scale enterprise clients across a variety of sectors to deliver true value within Business and Digital Transformation as well as Cloud Consulting Services.
What the Role Involves
- Answer calls and emails rapidly ensuring that support tickets are raised and categorised appropriately
- Working in conjunction with the 2nd line team for tickets that require escalation after the appropriate due-diligence.
- Consistent and coherent case updates / administration to be performed every day.
- Being responsible for triage to gather the relevant information to aid in case resolution.
- Co-ordinate support queries and requests
- Maintain knowledge base for all encountered issues
- Update customers on all stages of support calls, from logging, research, action plan, escalation to resolution
- Publish customer facing technical information such as best practice guides, FAQ’s, etc. (excludes consulting engagement documentation)
- Provide reports and statistical analysis on issues reported and resolved for use by account management + technical teams
- Major Incident – be able to analyse root cause and make recommendations cross platform
- Conform to the change management process for internal and customers.
- Answer telephone calls and respond to all telephone enquiries
- Build and maintain customer support information and documentation of supported customer environments
Requirements
- Must hold or be able to successfully achieve NPPV3 and SC Security clearance.
- Able to evidence excellent customer service skills
- Possess a passion for IT and keen to progress
- Knowledge of the ITIL ServiceDesk environment
- Excellent and demonstrable documentation ability, for both technical documents and customer communication
- Follow policies, procedures and controls including workflows
- Work to strict SLA\’s and ensure case information is correct and current
- Working knowledge of Windows 10, 8 and 7 Operating Systems
- Solid understanding and ideally qualified in extensive use of Office products including Word, Outlook, PowerPoint, Excel
- Minimum of 2-3 years 1st Line Service Desk experience
- Experience in working with 3rd parties and triaging priorities
- Flexibility for helping cover different roles as and where needed.
- Confidence in all communication methods when speaking to clients and end users.
- Open to 24/7 shift pattern
What’s in it for you?
Not only will you be working with one of the UK\\\’s rapidly growing + heavily invested Microsoft Cloud Solution Provider, you’ll also have access to their industry leading benefits programme including but not limited to:
- Focused career progression plans with continued investment into MS Accreditations
- Birthday Leave!
- Private medical cover with mental health and dental upgrade
- Employee Discounts
Get in touch
Get in touch with Megan White-Jones | 07928682648 | megan@clouddecisions.co.uk | LinkedIn
Cloud Decisions are proud to be selected by Microsoft UK for their \\\”Partner Talent Services\\\” initiative. We are able to connect you with some of the best Microsoft cloud career opportunities within the Partner ecosystem. Our Talent Specialists are also Microsoft certified in Azure, Microsoft 365, Azure Data + AI, Power Platform, Security and Dynamics 365, allowing us to have conversations at depth with you about your technical experience. Whether this role is right for you or not we can also connect you with other opportunities to suit your background in to all 6 Microsoft solution areas.
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Support Engineer employer: Cloud Decisions
Contact Detail:
Cloud Decisions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Engineer
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work at companies you're interested in. A friendly chat can open doors and give you insider info on job openings.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to support engineering. We recommend role-playing with a friend or using online resources to boost your confidence.
✨Tip Number 3
Showcase your skills! Create a portfolio or a personal website where you can highlight your projects, achievements, and any relevant certifications. This gives potential employers a glimpse of what you can bring to the table.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always on the lookout for passionate individuals ready to make an impact in the tech world.
We think you need these skills to ace Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Support Engineer role. Highlight your experience with Microsoft technologies and any relevant ITIL knowledge. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about IT and how you can contribute to our team. Keep it concise but engaging – we love a good story!
Show Off Your Customer Service Skills: Since this role involves a lot of client interaction, make sure to showcase your excellent customer service skills in your application. Share examples of how you've resolved issues or helped clients in the past.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Cloud Decisions
✨Know Your Stuff
Make sure you brush up on your knowledge of Microsoft technologies, especially those mentioned in the job description. Familiarise yourself with Windows operating systems and Office products, as well as ITIL ServiceDesk practices. This will show that you're not just interested in the role but also prepared to hit the ground running.
✨Show Off Your Customer Service Skills
Since this role heavily involves customer interaction, be ready to share examples of how you've provided excellent customer service in the past. Think about specific situations where you resolved issues or went above and beyond for a client. This will demonstrate your ability to handle support queries effectively.
✨Prepare for Technical Questions
Expect some technical questions during the interview. Brush up on common troubleshooting scenarios and be ready to discuss how you would approach resolving them. Practising with a friend or using mock interviews can help you articulate your thought process clearly.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the types of projects you'll be working on, or how success is measured in the role. This shows your genuine interest in the position and helps you gauge if it's the right fit for you.
