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Join our dedicated support team delivering exceptional technical assistance to UK-based clients with local and global reach. You'll handle service requests, resolve technical incidents, and ensure seamless IT operations whilst escalating complex issues to our Infrastructure specialists when required.
This role will include onsite technical support and assisting with project work either on client sites or remotely.
Key Responsibilities:
Technical Support Excellence
- Provide friendly 1st line support via telephone, email, and our helpdesk, with guidance available when needed
- Log, classify, and update customer incidents accurately by following established procedures
- Troubleshoot common Microsoft Windows desktop issues using documented steps and available tools
- Assist with new starter and leaver tasks, including user and mailbox setup, configuration, and permissions changes
- Investigate routine business application issues and escalate or coordinate with software vendors when required
- Learn to manage multiple priorities effectively, seeking support during busy periods
Service Management
- Develop effective time-management and prioritisation skills
- Review assigned tickets regularly and follow agreed priority and escalation procedures
- Provide clear, timely updates by telephone and through our helpdesk platform
- Keep accurate ticket notes and documentation, with feedback from senior colleagues
- Contribute useful fixes and learning notes to the Cloudworks knowledgebase
- Follow up with customers to confirm that issues have been resolved
Process Adherence
- Follow Cloudworks Service Desk processes and ask for guidance when unsure
- Develop an understanding of ITIL principles and how they support good service delivery
Use company systems and documentation consistently to support quality and efficiency
We're looking for someone at the beginning of their IT career who is curious, dependable, and keen to learn. You may have gained your knowledge through study, certifications, a placement, an apprenticeship, a first IT role, or hands-on personal experience. xgikmsk You'll need a customer-focused approach, clear communication skills, and the confidence to ask questions and follow established processes.
Essential Technical Skills:
Foundational Knowledge or Exposure:
- A basic understanding of Microsoft 365; exposure to Defender, Purview, Intune, or Autopilot would be helpful but is not essential
- Basic Windows 10/11 setup and troubleshooting
- Awareness of user accounts, groups, and permissions in
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Junior Technical Support Engineer in Nottingham employer: Cloudworks Services
Cloudworks Services is an attractive employer due to its commitment to employee development and a collaborative work environment. The company provides opportunities for hands-on experience in technical support, allowing employees to grow their skills while contributing to meaningful projects.
