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Job description

ABOUT THE IT SUPPORT TEAM

Our support team is broken down into two main groups. The first tier is our first responders, tasked with receiving all support requests and promptly handling them. At times, the requests received are too complicated for the first responders and require more technical troubleshooting. When this occurs, the tasks are handed off to our reinforcements group.

The Support Specialist and IT Consultant role are members of the reinforcements group and spends 70% of the day working on the most complex support issues and 30% of the day mentoring the technical team members from the first tier.

Common issues that you will work on include server, network, virtualization, and storage troubleshooting. You will work on problems that may be intermittent and difficult to resolve.

In our Hybrid role you will be working remotely, but will be added to a rotation of IT Support staff in your area to work on site at various client locations, as needed. Onsite work can be up to 50% of the time.

THIS ROLE IS FOR YOU IF:

• You want to work for a company that listens to its staff and continues to work toward being a Great Place To Work
• You want to work somewhere fun with helpful co-workers and accessible leaders and managers.
• You love Helping People Accomplish More through supporting IT systems.
• You are comfortable and capable of troubleshooting and solving almost any complex issue that may affect a small to medium-sized business
• You’d rather spend most of your time on challenging issues rather than common day to day IT support requests
• You’d like to reduce the amount of time you spend being the initial handler of support requests. You no longer want to be on the front lines of support calls.
• You’d like to spend a part of your day mentoring others with less experience
• You’d like to be surrounded by team members that you can learn from and collaborate with
• You are interested in working in a company that encourages and helps you increase your skill-sets and continue your education through training and certification assistance
• You want to work in a role that consistently provides you with the ability to go home on time

REQUIRED:

• Excellent organizational skills
• Excellent communication skills and professionalism
• Strong passion for working with information technologies
• Ability to diagnose and fix complex hardware and software issues for desktops, servers, cloud services, and networks
• Ability to work from area client locations up to 50% of the time on an as needed basis

PREFERRED:

• 2 years experience providing IT services to businesses working for an MSP on a helpdesk or 5 years with a single organization (or the equivalent through self-study and individual projects)working on a help desk

Job Type: Full-time

Pay: £33,000.00-£70,000.00 per year

Benefits:

• Flexitime
• Paid volunteer time
• Sick pay
• Work from home

Schedule:

• 8 hour shift
• Flexitime