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- Tasks: Provide 1st line support and manage customer issues through our ticketing system.
- Company: Join Exponential-e, a pioneering UK Cloud and Communications company since 2002.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and innovation.
- Why this job: Be part of a team that values creativity and customer satisfaction while making a real impact.
- Qualifications: Experience in 1st line technical support and strong communication skills are essential.
- Other info: Willingness to work flexible hours may be required.
The predicted salary is between 28800 - 43200 £ per year.
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Founded in 2002, Exponential-e swiftly established itself as a UK Cloud, Connectivity and Communications pioneer. Throughout our history, a focus upon leveraging leading-edge technology to deliver profitable and innovative services to our clients and prospects has resulted in industry and peer recognition for our ground-breaking approach, a truly world-class ICT services company.
We’re a company of innovators who think big and achieve bigger! Our people are crucial to the continuing success of our company. From our CEO to our new Graduates, each of our people demonstrates our PRIDE principles which are at the core of everything we do.
Over Purpose of the Job
- Provide 1st Line Infrastructure and Desktop support to a wide range of customers across all industries
- Primarily responsible for managing and owning support tickets and driving customer issues through to resolution
- Managing monitoring alerts by ensuring tickets are logged and acted upon
Key responsibilities for this job:
- First line support handling customer enquiries and support issues using our ticketing system, ensuring incidents are categorized, prioritized and updated accordingly
- Monitoring of alarms and traps for our customers via our monitoring tools
- Driving fault resolution to ensure SLA’s are not breached
- Ensuring issues are handled effectively by following our SLA Guidelines
- Escalation of faults/outages in accordance with Exponential-e procedures
- Taking immediate corrective action to restore services
- Maintaining the high standard rate of First Time Resolution
- Continuously identifying areas for process clarification and improvement and ensuring the required process review work is completed
- Working as a team to deliver timely resolution to customer requests from telephone and email
- Ensuring Knowledge Management and Configuration Management databases are maintained
- Maintaining professional working relationships with customers, suppliers and colleagues
- Willingness to work reasonable additional hours and/or shifts outside standard working hours (up to 6 weeks per annum) as needed, with prior agreement from your line manager.
Knowledge and experience required:
Must Have
- Experience providing 1st line technical support in a busy customer-facing Service Desk environment
- Ability to deliver customer-focused service within agreed SLAs
- Experience with Service Desk ticketing systems
- Ability to work independently, manage time effectively, and meet deadlines
- Strong interpersonal and communication skills, especially customer-facing techniques and listening skills
- Understanding of ITIL framework including Incident, Change, and Problem Management
- Approachable and assertive, capable of building and maintaining strong relationships with management, service teams, and customers
- Experience working in a service provider (MSP) environment
- Experience creating and documenting service desk procedures and end-user guides
- Understanding of ISO 27001 standards
- Experience escalating issues and collaborating with third-party suppliers to ensure process and OLA adherence
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Managed Services Technician employer: Exponential-e
Contact Detail:
Exponential-e Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Managed Services Technician
✨Tip Number 1
Familiarise yourself with the ITIL framework, as it's crucial for this role. Understanding Incident, Change, and Problem Management will not only help you in interviews but also demonstrate your commitment to industry standards.
✨Tip Number 2
Brush up on your customer service skills. Since this position involves a lot of customer interaction, showcasing your ability to handle enquiries and support issues effectively can set you apart from other candidates.
✨Tip Number 3
Gain experience with Service Desk ticketing systems if you haven't already. Being able to discuss your familiarity with these tools during the interview will show that you're ready to hit the ground running.
✨Tip Number 4
Network with current or former employees of Exponential-e. They can provide insights into the company culture and expectations, which can be invaluable when preparing for your interview.
We think you need these skills to ace Managed Services Technician
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in 1st line technical support and customer service. Use keywords from the job description, such as 'Service Desk', 'SLA', and 'ITIL framework' to catch the employer's attention.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific examples of how you've successfully handled support tickets or improved processes in previous roles, aligning with Exponential-e's focus on innovation and customer service.
Showcase Your Skills: Highlight your strong interpersonal and communication skills in your application. Provide examples of how you've built relationships with customers and colleagues, as this is crucial for the Managed Services Technician role.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are important in a customer-facing role.
How to prepare for a job interview at Exponential-e
✨Showcase Your Technical Skills
Be prepared to discuss your experience with 1st line technical support and any relevant ticketing systems you've used. Highlight specific examples where you successfully resolved customer issues, as this will demonstrate your capability to handle the responsibilities of the role.
✨Understand the ITIL Framework
Familiarise yourself with the ITIL framework, especially Incident, Change, and Problem Management. Be ready to explain how you've applied these principles in previous roles, as this knowledge is crucial for managing support tickets effectively.
✨Emphasise Customer Service Skills
Since the role involves direct customer interaction, showcase your strong interpersonal and communication skills. Prepare examples of how you've maintained professional relationships and delivered customer-focused service, particularly under pressure.
✨Demonstrate Problem-Solving Abilities
Prepare to discuss situations where you've had to escalate issues or collaborate with third-party suppliers. Highlight your approach to driving fault resolution and ensuring SLAs are met, as this will show your proactive attitude towards problem-solving.
