Career Opportunity | Senior Technician

The Opportunity

Senior Support Technician

We are looking for competent, technical experts with a passion for customer service and problem solving, to join our help-desk and client services team based at our Head Office in Milton Keynes.

You will be responsible for delivering outstanding IT support to a range of clients, resolving daily IT issues and ensuring their IT infrastructure is performing at an optimised level.

As a senior engineer, you’ll be dealing with support requests that have been escalated from our 1st line team, as well as high-priority tickets. You’ll be expected to be a technical authority in the team, making decisions and assisting in critical situations.

As an excellent Help Desk Technician, you must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. You must also be customer-oriented and patient to deal with customers priorities. The goal is to create value for clients that will help preserve the company’s reputation and business.

Responsibilities

To provide 2nd and 3rd line technical support, both remotely and at our client’s sites

Escalation for the 1st line team, this may also include mentoring when time permits
Supporting Operating Systems (Microsoft, Apple)

Supporting Cloud Services, Microsoft 365, Azure, Cloud Backup

Installation of business applications and upgrades
Basic IT Security support and tasks

Answering support queries via phone, email, and via our Ticketing system

To make best practise recommendations both internally and to clients

To maintain a high degree of customer service for all support queries and adhere to all service management principles

Overall responsibility for the progression and effective resolution of all support cases received in accordance with customer SLA requirements

To take ownership of user problems and be proactive when dealing with user issues

Respond to enquiries from clients and help them resolve hardware or software problems

Support users in the use of Computer equipment by providing necessary training and advice

Ownership and management of personal workload and ticket queue

On-Site support at client’s site when issues cannot be resolved remotely

Walk the customer through the problem-solving process
Identify and suggest possible improvements on procedures

Requirements and what we look for

Proven experience as a help desk technician or other experience at an IT Managed Service Provider (MSP)
Outstanding customer services skills
Good documentation skills and an eye for detail
Previous Help-desk (telephone support) experience

Ability to multitask and prioritise calls / issues using own initiative
Strong team player

MCPs, MCSA or MCTIP or a CCNA (at least one of these certifications)

Excellent telephone manner
Experience of using call logging software

Strong knowledge of Microsoft based operating systems and Office 365

Administration of Microsoft Exchange 2003 - 2016

Good experience and understanding of LAN, WAN, VPN technologies

Security technologies, including firewalls, content filtering, anti-virus ( SonicWall, Draytek, etc)

Use of remote support tools, RDP, RMM

Good understanding of PC / Server hardware set-up and configuration
Good understanding of networking technologies

Training & Development
In-house training and development is provided along with vendor-led courses and accreditations helping you stay on track for your long term ambitions
Growing Team
We’re expanding, if you enjoy being part of something that's progressive and somewhere you can make an impact then AZTech IT is for you
Our ethos and supportive team spirit
We ensure our staff are happy. Happy staff means happy customers
Excellent training / development opportunities
We spend a considerable amount of time and money encouraging staff to achieve their potential through courses, training and qualifications
Work From Home
Flexible working when needed

Pension Plans
We provide a generous company pension scheme
Private Health Care Plan
(optional)
PerkBox
Hundreds of different perks delivered to your mailbox weekly
Paid for Company nights out
Enjoy fully paid for social events including nights out, mini golf, escape rooms and many others
Rewards
Bonuses are not just for sales - a job well done deserves recognition. Sometimes rewards can be in addition to your salary, other times it could be a thank you gift from the directors for recognising when you have gone above and beyond the call of duty!

Senior Support Technician

Start your journey with AZTech

The Opportunity

Senior Support Technician

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Key Responsibilities

Responsibilities

Requirements and what we look for

Benefits

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