Find More Than 10K+
United Kingdom Jobs

Job description

DataConnectivity are an IT Services and Telecoms provider. Based from our office in Cambridge, we help businesses in the Cambridge and Peterborough area adopt new technology and modern ways of working.

We are recruiting for a Helpdesk Support Engineer to join our small support and services team, who are mainly desk based. Our IT Helpdesk Engineers play an important part in keeping our clients happy; this means to be successful you'll need excellent customer service, organisational and telephone manner skills. You'll handle the initial contact a client makes with us and work to resolve problems and assist wherever possible, keeping the client informed and updated every step of the way. When internal help or escalation is needed, the Helpdesk Engineer can get help from our Senior IT Engineers and/or our Service Delivery Coordinator. If you like helping people this role offers exceptional job satisfaction.

Key Responsibilities

• Providing a first point of contact for customers through our helpdesk, via phone, email and ticket (we use Halo).
• Delight Customers with a Friendly, Quick and Helpful Experience
• Provide the Client with general remote troubleshooting
• Use the ticketing system to work on and resolve Helpdesk Tickets and Service Requests
• Use and update Client Documentation, keeping it well maintained and up to date
• Make sure tickets don't go stale and significant progress is made throughout the process
• Use our Remote Monitoring Dashboard and apply remediation actions as indicated by our processes, other team members or as required
• Review scheduled tasks, backup testing and other automated actions as indicated by processes and other team members
• Communicate, Report and Assess Risk including escalating tickets that require further help
• Continue to communicate to the client the status of their ticket, keeping them updated of any changes and/or problems with their issue being resolved
• Submit timing and expenses reports as required
• Identify, Communicate and Mitigate potential risks to the IT Engineers and/or Senior Engineers
• Follow Security Procedures and keep a vigilant eye for Security Issues
• Identify opportunities for improvement and make constructive suggestions for change internally
• Contribute to the process of innovative change effectively
• Be willing to learn all aspects of business IT from desktop to network support
• Undertake other duties as required

Skills and Attributes Required

• A love of (and ability to) Solve Problems & Challenges
• Great Communications skills, founded in being a good listener
• An understanding of support tools, techniques and how technology is used to provide services
• Strong understanding of operating systems, business applications, printing systems and network systems
• Must be able to type quickly and accurately while talking on the phone
• A deep desire to deliver an amazing Client Experience
• Knowledge of IT Applications, Software & Hardware
• The ability to speak both Geek and human
• Great Communications skills, founded in being a good listener
• IT literate – medium+ user level
• A deep desire to deliver an amazing Client Experience
• Drivers license
• The ability to keep up with & adapt to the fast-paced IT world

Nice to Have

• Experience using a Ticketing system / RMM Tool and PSA software
• Experience providing support via remote tools
• Experience handling Technical Service Tickets
• Experience and knowledge of working with the Microsoft 365 Platform
• Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
• Client Experience Certifications such as Helpdesk Habits etc.
• Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT / ISP Support Business.

Technologies and Vendors that we work with

• Fibre Internet Connectivity
• Microsoft 365 and Windows Server
• Microsoft SQL
• Microsoft Exchange 365 & Sharepoint online
• Azure AD/Entra ID, Intune & Autopilot
• Windows 10 + 11 operating system, Hyper V and Virtual Machines
• Webroot Antivirus
• WAN/LAN IP Configurations, DNS, TCP/UDP, VLANs,
• Switches & firewalls; Unifi, Watchguard, Aruba, Cisco and Draytek
• Veeam Backup and Replication
• Dell desktops, Lexmark & OKI printers and network tools (including Papercut)

Package

• Get Your Birthday Off, plus...
• 33 Days Holiday, including Bank Holidays
• Automatic Enrolment Pension Contributions
• Vision Testing Contribution
• An Easy Going environment and culture (we all enjoy what we do)
• High Powered Laptop and other technical tools
• A Proactive Approach to Ongoing Training to help you develop life long skills

Career Growth

Our culture and environment promotes accelerated learning and opportunity. Our new team member will be able to work with some leading vendor solutions and manufacturers, implementing them into both small and large businesses. Subject to progress the next step would be to work as an IT Engineer on 2nd, 3rd line and more service request/project type work, we'll work with you to coach and help you get to this stage as soon as your ready.

The post is advertised as full-time, but we are also willing to consider applicants looking for a 4 day 32 hour week (Tuesday to Friday).

Job Types: Full-time, Part-time, Permanent
Part-time hours: 30 per week

Salary: £22,000.00-£28,000.00 per year

Benefits:

• Bereavement leave
• Company events
• Company pension
• Free parking
• On-site parking

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus scheme

Education:

• GCSE or equivalent (preferred)

Experience:

• IT Support: 1 year (preferred)

Work Location: In person