At a Glance
- Tasks: Manage customer escalations and improve service performance while driving continuous improvement.
- Company: Join a forward-thinking MSP focused on customer success and innovative technology solutions.
- Benefits: Up to £43,000 salary, private healthcare, enhanced pension, and 25 days holiday plus your birthday off.
- Other info: Great career progression opportunities into Customer Success, Technical Consultancy, or Leadership roles.
- Why this job: Make a real impact by helping customers maximise their IT services and embrace automation.
- Qualifications: Experience in managed services, strong communication skills, and eligible for SC clearance.
The predicted salary is between 43000 - 43000 £ per year.
Join an MSP that's rethinking customer success. Our client delivers Cloud, Cyber Security, Data and Digital Transformation services across public and private sector organisations. They're investing in customer success to move beyond the traditional MSP model of simply reacting to tickets. The focus is on helping customers get more value from their technology, reducing repetitive support activity and driving continuous service improvement.
The Role
You'll help manage escalations, improve service performance, identify trends and ensure customers receive maximum value from their IT services. You'll be involved in customer engagement, service reviews, onboarding activities and help discover how automation and AI can be used to improve service delivery and customer outcomes.
Key Responsibilities
- Manage customer escalations and service issues
- Conduct service reviews and customer engagement meetings
- Analyse ticket trends and service performance
- Identify opportunities for automation and service improvement
- Support onboarding and customer adoption activities
- Work closely with technical consultants and engineering teams
- Promote ITIL best practice and customer success outcomes
Technical Environment
You'll work across a broad technology landscape including:
- Microsoft 365
- Azure
- Intune
- Microsoft Security
- Oracle OCI
- Cisco & Networking Infrastructure
- Cloud & On-Prem Environments
- End User Computing
- Firewalls, Monitoring & Infrastructure Platforms
What We're Looking For
- MSP / Managed Services experience
- Service Desk, Infrastructure Support or Service Delivery background
- Strong customer-facing communication skills
- Experience handling incidents and escalations
- Microsoft 365 & Azure exposure
- ITIL Foundation Certification
- Experience with Halo, Autotask or similar ITSM tools
- Eligible for SC Clearance
Working Pattern & Benefits
- Shift pattern between 07:00-19:00 (8-hour day)
- Low-volume on-call rota after probation
- Private Healthcare
- Enhanced Pension Scheme
- EMI Share Scheme
- 25 Days Holiday + Birthday Off + Bank Holidays
Career Progression
This role is designed for people who want to move beyond reactive support and develop into Customer Success, Service Delivery, Technical Consultancy, Account Management or Leadership positions over time.
Locations
Senior Technical Support Engineer in Newport, Wales employer: F5 consultants
Join a forward-thinking Managed Service Provider in Central Bristol, where we prioritise customer success and continuous improvement over traditional support models. With a strong focus on employee growth, we offer a range of benefits including private healthcare, an enhanced pension scheme, and opportunities for career progression into various roles such as Customer Success or Technical Consultancy. Our collaborative work culture encourages innovation and the use of cutting-edge technology to enhance service delivery, making us an excellent employer for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Technical Support Engineer in Newport, Wales
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend meetups, webinars, or even just grab a coffee with someone who works in tech support. You never know who might have a lead on your dream job!
✨Tip Number 2
Show off your skills! When you get the chance to chat with potential employers, be ready to discuss specific examples of how you've handled escalations or improved service performance. Real-life stories make you memorable!
✨Tip Number 3
Don’t just apply anywhere—apply through our website! We’re all about finding the right fit, and applying directly shows you’re serious about joining our team. Plus, it gives us a better chance to see your application shine!
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. Just keep it short and sweet—no need to overdo it!
We think you need these skills to ace Senior Technical Support Engineer in Newport, Wales
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Senior Technical Support Engineer role. Highlight your MSP experience, customer-facing communication skills, and any relevant technical knowledge, especially around Microsoft 365 and Azure.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about customer success and how you can help our clients get the most out of their technology. Be sure to mention any specific experiences that relate to the responsibilities listed in the job description.
Showcase Your Problem-Solving Skills:In your application, give examples of how you've managed escalations or improved service performance in the past. We want to see how you approach challenges and drive continuous improvement, so don’t hold back on sharing your successes!
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to attach your tailored CV and cover letter right there. Plus, it shows us you’re serious about joining our team!
How to prepare for a job interview at F5 consultants
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft 365, Azure, and ITIL best practices. Be ready to discuss how you've used these technologies in past roles and how they can drive customer success.
✨Showcase Your Customer Engagement Skills
Prepare examples of how you've managed customer escalations and conducted service reviews. Highlight your communication skills and how you've helped customers get more value from their IT services.
✨Demonstrate Problem-Solving Abilities
Think of specific instances where you've identified trends in ticket issues or improved service performance. Be ready to explain your thought process and the impact of your solutions.
✨Be Ready for Scenario Questions
Expect questions that put you in real-world situations, like handling a difficult customer or implementing automation. Practice your responses to show how you'd approach these challenges effectively.
