Senior Tech Support Engineer

Alcumus; Cardiff; On-site; GBP 30,000 - 45,000; Full time

Job summary

A growing technology firm in Cardiff is looking for a 3rd Line Technical Support role to provide support to over 800 users. Ideal candidates will have proven experience in technical support, familiarity with Microsoft 365, and strong problem-solving skills. The role offers a mature work culture, generous benefits including enhanced leave and a flexible work environment.

Benefits

Generous holiday allowance

Gym discounts

Employee assistance programme

Qualifications

• Proven experience providing 3rd level support.
• Experience of using a ticket management system.
• Familiarity with Microsoft 365.
• Experience of installing and troubleshooting hardware and software.

Responsibilities

• Providing 3rd line technical support to 800+ users.
• Logging calls into our ticket management system.
• Supporting company hardware and software.
• Assisting in updating the Technology knowledge bank.

Skills

Problem-solving skills

Excellent communication skills

Team player

Adaptable and flexible

Education

Degree level educated

ITIL Foundation

Microsoft 365 Fundamentals Certification

Tools

Microsoft 365

Ticket management system

Microsoft Office applications

Job description

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• Providing 3rd line technical support to 800+ users, answering support queries via phone, email and face-to-face while maintaining a high degree of customer service in line with ITIL best practices
• Provide escalation support to the 1st and 2nd line support team
• Logging calls into our ticket management system, taking ownership of user problems and being proactive when dealing with their issues
• Supporting company hardware and software
• Allocating more complex calls to the relevant teams where appropriate
• Logging incidents with our external 3rd party service providers
• Aiming to respond and resolve 95% of incidents within the SLA
• Support in the delivery of tech support projects
• Carry out regular checking of backups, infrastructure, security measures and systems
• Assisting in updating the Technology knowledge bank and supporting knowledge sharing across the tech support function
• Being proactive in suggesting methods and actions to increase the efficiency and effectiveness of the Tech Support Desk
• Providing support during the opening hours of tech support, 08:00 till 18:00 via shifts
• The consideration and application of information security principles within day-to-day tasks
• Regular travel to Alcumus offices to maintain relationships with team members and customers.
• Delivery of the Alcumus Technology induction programme

What you’ll need to be successful

• Proven experience providing 3rd level support
• Experience of using a ticket management system
• Familiarity with Microsoft 365
• Experience of installing and troubleshooting hardware and software
• Competent with Microsoft Office applications
• Strong problem-solving skills

What that means day to day

• Providing 3rd line technical support to 800+ users, answering support queries via phone, email and face-to-face while maintaining a high degree of customer service in line with ITIL best practices
• Provide escalation support to the 1st and 2nd line support team
• Logging calls into our ticket management system, taking ownership of user problems and being proactive when dealing with their issues
• Supporting company hardware and software
• Allocating more complex calls to the relevant teams where appropriate
• Logging incidents with our external 3rd party service providers
• Aiming to respond and resolve 95% of incidents within the SLA
• Support in the delivery of tech support projects
• Carry out regular checking of backups, infrastructure, security measures and systems
• Assisting in updating the Technology knowledge bank and supporting knowledge sharing across the tech support function
• Being proactive in suggesting methods and actions to increase the efficiency and effectiveness of the Tech Support Desk
• Providing support during the opening hours of tech support, 08:00 till 18:00 via shifts
• The consideration and application of information security principles within day-to-day tasks
• Regular travel to Alcumus offices to maintain relationships with team members and customers.
• Delivery of the Alcumus Technology induction programme

What you’ll need to be successful

• Proven experience providing 3rd level support
• Experience of using a ticket management system
• Familiarity with Microsoft 365
• Experience of installing and troubleshooting hardware and software
• Competent with Microsoft Office applications
• Excellent communication skills
• Strong problem-solving skills

Personal Attributes

• Team player
• Approachable
• Empathetic
• Strong work ethic
• Adaptable and flexible
• Ability to work under pressure of tight timescales
• Ability to adapt to change
• Enthusiastic and pragmatic
• Customer-focused and willing to listen

Desirable

• Experience in supporting macOS
• Familiarity with Microsoft Intune
• Qualifications
• Degree level educated
• ITIL Foundation
• Microsoft 365 Fundamentals Certification

What you’ll get in return

FOR THE HERE AND NOW – We provide a mature and flexible ‘work your way’ culture, generous holiday allowance, a ‘giving day’ to give back to others, enhanced family friendly leave (regardless of gender), an employee assistance programme, 24-hour online GP, gym discounts, cover for a variety of healthcare, dental, optical and wellbeing treatments/services, a cycle to work scheme and paid time off when you’re physically and mentally unwell.

FOR FUN – You spend a significant percentage of your time with your colleagues (and what a great bunch of people they are!) and it’s important to us that everyone contributes to an environment that is positive and full of laughs. We’ve always got something going on, from charity events and competitions to recognition events and awards and we encourage our teams to get involved and have fun along the way.

FOR THE FUTURE – To set you up for later on in life, we provide an enhanced pension scheme with generous employer contributions and a life assurance policy for peace of mind. We offer a plethora of development resources and support, including access to LinkedIn learning to support you as you develop your career with us. Last year alone we filled nearly 30% of our roles with internal candidates (which equates to almost 50 people being promoted!)

Sound interesting so far?

What you can expect if you apply:

• A response to your application within 15 working days
• An interview process consisting of:
• An initial discovery call with the recruiter
• A first stage interview via Microsoft Teams
• Additional interview (likely face to face) with the stakeholders you’ll be working with closely in the role

We’re keen to ensure our hiring process allows you to be at your best, so if you need us to make any adjustments, please just let us know.

About Alcumus

Who we are:

By this point, you’ll likely have decided if the role sounds up your street, but what about Alcumus as an employer?

Time to introduce ourselves…

We believe that everyone should be able to go home safely from work every night, so we’ve made it our mission to build risk management solutions that are far beyond simple box ticking exercises, instead embracing new and evolving technology that will support our clients to keep their workforce safe.

We’re a PE backed, high growth business that sets ambitious goals, moves at pace, and fails fast. We believe that if you look after your people, they look after everything else, so we place significant emphasis on providing stretch for personal development. Our growth will be your growth.

We value diversity and work hard to foster a culture where everyone can bring their whole self to work, each and every day. Every one of our people is unique, and that’s what makes Alcumus stronger as a whole.

What we stand for:

• Be a team player – working collaboratively and being consciously inclusive with your colleagues
• Be brave – sharing your ideas, challenging the status quo, and taking responsibility for the part you play
• Know your stuff – continuously developing your skills and expertise, with the support from our many learning offerings
• Enjoy the journey – contributing to a positive working environment that enables you and everyone around you to be at their best

Equal Employment Opportunity

Alcumus is an equal opportunity workplace. All candidates will be afforded equal opportunity through the recruiting process. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, disability, gender identity and/or expression. We are dedicated to growing a diverse team of highly talented individuals and creating an inclusive environment where everyone feels empowered to bring their authentic selves to work.