At a Glance
- Tasks: Provide 1st Line support and manage customer issues to resolution.
- Company: Join Exponential-e, a leader in IT support with a dynamic team.
- Benefits: Competitive salary, career growth, and a supportive work environment.
- Other info: Great opportunity for those passionate about IT support and technology.
- Why this job: Kickstart your IT career while helping customers solve real problems.
- Qualifications: Basic networking knowledge and previous customer service experience required.
Provide 1st Line infrastructure support to Exponential-e customers.
Primarily responsible for managing and owning support tickets and driving customer issues through to resolution.
Triage & manage incoming tickets driven from various events.
Follow established process and procedures to ensure quick resolution of customer issues.
First line support handling customer enquiries and support issues using our ticketing system.
Keen interest in IT Support and growing within the support function.
Proactive monitoring of alarms for our customers via our monitoring tools.
Responding to tickets as assigned within Service Level Agreements.
Ensuring calls are quickly and accurately logged and that call resolution priorities are met.
Escalating faults/outages in accordance with Exponential-e procedures.
Adhering to internal processes.
Troubleshooting technical faults and working with external vendors and service providers to resolve issues.
Working as a team to achieve similar goals.
Maintaining professional working relationships with customers, suppliers and colleagues.
Any other fair and reasonable task or duty assigned to you by your Manager or senior Exponential-e Ltd staff member.
Knowledge and understanding of basic networking concepts.
Confident communicator with excellent telephone manners.
Understanding of basic computing.
Keen interest in IT Support services with a view to progress in an IT Support Career.
Experience of setting up Computer Hardware and Peripherals and installing computer software.
Previous Customer Service experience required.
Understanding of Microsoft Exchange, Active Directory and Microsoft Desktop technologies.
Applicants will ideally be either A+, MCP or equivalent certified.
Ability to provide a customer focused service to committed Service levels.
Managed Services Technician employer: Exponential-e
Exponential-e is an exceptional employer that prioritises employee growth and development within a dynamic work culture. As a Data Centre Team Lead, you will benefit from hands-on experience in a supportive environment that encourages leadership potential, alongside opportunities for career advancement and ongoing training. Located in the heart of the tech industry, our company fosters innovation and collaboration, making it an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Managed Services Technician
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Exponential-e values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Exponential-e might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Exponential-e!
✨Direct Apply to Exponential-e
Let's not forget to apply directly through the Exponential-e website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Managed Services Technician
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Exponential-e.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Exponential-e. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Exponential-e
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
