1st Line Support Engineer - etiCloud - Sheffield

Job Description

etiCloud have a fantastic opportunity for a 1st Line IT Support Engineer to join our Support team, based on site in our Sheffield office.

This role would suit someone who has experience in a similar IT / Desktop support role and has a high level of customer service.

Responsibilities:

1. Answer support calls promptly and handle them in accordance with our documented processes.
2. Record and prioritise customer queries in a ticketing system ensuring adherence to SLAs.
3. Build and maintain customer relationships.
4. Diagnose and troubleshoot a wide range of technical issues providing resolutions or escalating where appropriate.
5. Action change requests for user accounts and systems.
6. Deploy and maintain a wide range of software on customer systems.
7. Contribute to and help maintain our internal knowledge base.
8. Educate users on how to use various software and systems.
9. Maintain a strong knowledge of our companies' services and products to help effectively and efficiently respond to customers queries.

As a 1st Line IT Support Engineer, you will work closely with our wider Support team in supporting our clients including assisting with day-to-day escalations and investigating problems or repeat failures, whilst maintaining the smooth and efficient operation of end user workstations.

Who are etiCloud?

etiCloud - Delivering tomorrow's technology, today..

Data security is more important than ever. That's not going to change. So you need a company that understands your business needs, and that you can trust to take care of them. But you don't have to take our word for our reliability, security and professionalism (or even the many kind words from our clients), etiCloud is part of the elite top 1% of worldwide business with ISO accreditation.

Our ISO 27001 accreditation relates to our defined and implemented best-practice information security processes. So you can be sure that your data, and that of your clients, is secure.

We're equally proud of our ISO 9001 accreditation as an integral part of it is customer satisfaction. It demonstrates our commitment to our customer-led approach - one of the reasons we've built, and continue to build, our business on referrals.

Benefits of joining etiCloud

Employment with etiCloud Ltd represents a fantastic opportunity to develop a career with a leading provider of cloud-based IT solutions.

As part of the etiCloud team you will benefit from a market competitive salary, an annual performance and salary review as well as our company benefits including;

1. 28 days annual leave inc 8 bank holidays
2. Company pension scheme
3. Annual company bonus
4. Friendly, and collaborative working culture
5. Modern, secure office with coffee machine, and kitchen facilities
6. Free onsite car parking
7. Career development and training opportunities

Skills and experience

This role suits someone who has experience in an IT support environment, and experience of handling ticket logs, and has a passion for problem solving. We are looking for a passionate individual who is looking for a challenging, and collaborative working environment where they can learn and share ideas within a team environment. Candidates should have;

Required Skills / Experience:

1. IT and desktop support experience in a working / business environment
2. Excellent attention to detail
3. Good problem-solving ability
4. Windows 10/11
5. Active Directory
6. Microsoft 365
7. Strong Customer Service skills

It would also be advantageous to have experience of the following technology, however training can be provided.

1. Windows Server 2012 R2 - 2022
2. Remote Desktop Services / Citrix
3. VPNs
4. VMWare vSphere
5. Email Security Services
6. Web Filtering
7. Acronis Backup

If you do not have all of the above skills and experience, we would still be interested in hearing from you as we are able to provide training and development opportunities to grow within our teams.