At a Glance
- Tasks: Provide first and second-line IT support, manage incidents, and ensure customer satisfaction.
- Company: Fast-growing IT services provider based in Hampshire with a supportive team.
- Benefits: Competitive salary, on-call allowance, shift allowance, and training opportunities.
- Other info: Hybrid work model with a dynamic 24x7 emergency response team.
- Why this job: Expand your IT skills while making a real difference for clients.
- Qualifications: Strong communication skills and a logical approach to troubleshooting required.
The predicted salary is between 38250 - 46750 £ per year.
Location: New Alresford (hybrid)
Shift: 6 days on/4 days off – approx. 33.5 hours/week
Salary: £25-28k plus on call allowance approx. £2k & shift allowance approx. £4k
This is a superb opportunity to join a fast-growing SME Hampshire-based IT services provider. The company is growing and can offer an excellent opportunity for candidates that are looking for a role that will expand their IT skills, whilst offering training opportunities and support from a great team.
We provide commercial 24x7 triage, 1st and 2nd line technical support on company and client systems, and on 3rd party vendor products. Clients are a range of IT vendors and resellers, for whom we provide "in-sourced" skills & services.
The role is to provide first and some second-line support. Work is handled principally by phone, remote sessions, and email with occasional site visits according to experience and skills.
In addition, part of the role includes working in an Incident Management Role, where we assist our customer with managing their P1/P2 process. This work involves creating a team's bridge, engaging appropriate business and technical resources, sending regular updates to stakeholders and managing the call to completion.
The focus of the support work is on client systems, connectivity, security, and managed service contracts (full disk encryption products, firewalls, email filtering, web security, endpoint detection and response products, authentication, enterprise mobility solutions, incident management & monitored systems).
It is essential that you can work under pressure and possess excellent customer service and communication skills, as well as a logical and methodical approach to troubleshooting.
Key Responsibilities:
- Provide triage, first-line support, and escalate helpdesk tickets for end customers, while adhering to specific SLAs.
- To provide incident management & stakeholder-facing communication for customers as required (with the expectation of leading a multi-manned P1 Bridge Line).
- Proactively manage and monitor ticket queues, ensuring compliance with customer SLAs.
- Ensure all case-related documentation is clear, concise, and consistently updated in the helpdesk ticketing system.
- To handle monitoring alerts following defined KB processes.
- Continuously update end customers on the status of their issues.
- Participate in customer calls and keep them informed of any escalations or issues.
- Assist with basic building security and management when starting or finishing outside of core business hours.
24x7 Emergency response team the rota cycle is as follows:
- 6-day duty cycle followed by 4 day rest period
- 2 days of Early Rota: 07:00 to 14:00
- 2 days of Late Rota: 14:00 to 22:00
- 2 days of Night Rota: 22:00 to 07:00
- 4 days off
Average of 33 worked hours per week (salary paid on 37.5 hours/week basis)
Information Technology Support Engineer in South Cave employer: Phoenix47
As a Cyber Security Consultant with us, you'll be part of a dynamic and innovative team dedicated to leading the charge in secure access transformation. Our hybrid work culture allows for flexibility while fostering collaboration, with regular opportunities for professional development and mentorship. Located in Glasgow, we offer a unique chance to engage with cutting-edge technology and make a significant impact in a supportive environment that values your expertise and growth.
StudySmarter Expert Advice🤫
We think this is how you could land Information Technology Support Engineer in South Cave
✨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 Phoenix47 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 Phoenix47 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 Phoenix47!
✨Direct Apply to Phoenix47
Let's not forget to apply directly through the Phoenix47 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 Information Technology Support Engineer in South Cave
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 Phoenix47.
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 Phoenix47. 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 Phoenix47
✨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.
