Managed Services Technician

Exponential-e

Founded in 2002, Exponential-e swiftly established itself as a UK Cloud, Connectivity and Communications pioneer. Throughout our history, a focus upon leveraging leading-edge technology to deliver profitable and innovative services to our clients and prospects has resulted in industry and peer recognition for our ground-breaking approach, a truly world-class ICT services company.

We’re a company of innovators who think big and achieve bigger! Our people are crucial to the continuing success of our company. From our CEO to our new Graduates, each of our people demonstrates our PRIDE principles which are at the core of everything we do.

Overall Purpose of the Job

Provide 1 st Line infrastructure support to Exponential-e customers

Primarily responsible for managing and owning support tickets and driving customer issues through to resolution

Triage & manage incoming tickets driven from various events

Follow established process and procedures to make sure quick resolution of customer issues

Key responsibilities for this job

First line support handling customer enquiries and support issues using our ticketing system

Keen interest in IT Support and growing within the support function

Proactive monitoring of alarms for our customers via our monitoring tools

Responding to tickets as assigned within Service Level Agreements

Ensuring calls are quickly and accurately logged and that call resolution priorities are met

Escalating faults/outages in accordance with Exponential-e procedures

Adhering to internal processes

Troubleshooting technical faults and working with external vendors and service providers to resolve issues

Working as a team to achieve similar goals

Maintaining professional working relationships with customers, suppliers and colleagues

Any other fair and reasonable task or duty assigned to you by your Manager or senior Exponential-e Ltd staff member

Knowledge and experience required

Ability to provide a customer focused service to committed Service levels

Keen interest in IT Support services with a view to progress in an IT Support Career

Confident communicator with excellent telephone manners

Previous Customer Service experience required

Understanding of Microsoft Exchange, Active Directory and Microsoft Desktop technologies

Experience of setting up Computer Hardware and Peripherals and installing computer software

Understanding of basic computing

Knowledge and understanding of basic networking concepts

Applicants will ideally be either be A+, MCP or equivalent certified

Our People

Our people are what makes Exponential-e Group the company it is today. This year’s employee survey highlighted that 81% of employees who took the survey, would recommend a friend to work for our organisation.

Learning and development are fundamental parts of daily life at Exponential-e. From their first day at the company, everyone is provided ample opportunities to develop their skills and broaden their horizons, with our own L&D team running a range of bespoke courses, based on the latest innovations and challenges across the digital landscape.

Exponential-e Group is committed to providing equal opportunities in employment and treating all employees with respect and dignity. The company respects and values the diversity of its staff, striving to maintain an environment where there is opportunity for everyone to feel valued, their talents to be utilised and for both personal and organisational aspirations to be met. Every employee plays a vital role in helping to create an inclusive working environment by understanding and harnessing difference in a positive way.