Technical Support Engineer in Nottingham

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
Deliver comprehensive 1st line support via telephone, email, and our helpdesk
Log, classify, and manage customer incidents following established procedures
Troubleshoot Microsoft desktop operating systems
Execute new starter and leaver processes including user/mailbox creation, mailbox configuration, and permissions management
Resolve or escalate business application issues, coordinating with software vendors as needed
Manage multiple priorities effectively during high-volume periods
Service Management
Optimise productivity through effective time management
Maintain exceptional call queue standards with regular priority reviews
Provide comprehensive updates via telephone and our helpdesk platform
Ensure all ticket documentation meets quality standards
Contribute to the Cloudworks knowledgebase for easier future problem resolution
Conduct proactive follow-ups to confirm customer satisfaction
Process Adherence
Execute core Service Desk functions following Cloudworks protocols
Apply ITIL framework principles for optimal service delivery
Utilise systems effectively to support quality and efficiency targets
We seek a motivated professional who thrives on technical challenges and continuous learning. The ideal candidate demonstrates strong communication skills, adapts quickly to new technologies, and maintains unwavering focus on delivering outstanding customer support.
Essential Technical Skills:
Core Experience Required:
Microsoft 365 including Defender, Purview, Intune and Autopilot
Windows 10/11 troubleshooting and support
Entra ID/Active Directory management
Networking concepts (TCP/IP, DNS, DHCP), Rou...