You will be expected to demonstrate excellent customer service skills, to a customer base consisting of small to large businesses. The ideal candidate will be confident in communicating via multiple methods, such as: phone calls, emailing, ticket updates and in-person when necessary.

This role requires a driven individual with a passion for troubleshooting and desire to solve problems. You will be exposed to a wide range of faults and requests within this role, and therefore attention to detail and the ability to prioritise tasks are both desirable qualities. A day-to-day involves working closely within a team, and therefore the ability to collaborate with colleagues will be essential, as there can often be high-pressured situations in which communication will be key

Job responsibilities:

• First point of contact for all incidents/requests via email, phone calls and CRM system.
• Escalating situations to senior engineers or management when applicable.
• Provide efficient, professional customer service at all times.
• Proactively monitoring internal systems and investigating alerts when required.
• Updating IT records and documentation to ISO Standards.
• Attending customer sites where appropriate.
• Installation/Maintenance/Configuration of a variety of Infrastructure, Networking and Telephony Equipment.
• Participating in a 24/7 on-call rota after probation.

Person specification:

• Great communication skills, both verbal and written.
• Willingness to learn.
• An interest in working in a fast-paced helpdesk.
• The ability to schedule your own workload and prioritise where necessary.

Basic Knowledge of:

• Networking equipment such as switches, firewalls and routers
• Windows operating systems
• Phone systems
• At least one year’s previous experience in an IT support role, with intermediate knowledge of networking fundamentals, Office 365, laptop and desktop hardware and windows server operating systems.

Ready to Shine with Silver Lining?

Apply now to be a part of our vibrant team and help us achieve new milestones. We can't wait to welcome you aboard!

Company benefits:

• On-site Parking: Hassle-free parking is available for all employees
• Team Building Budget: Each month, receive £20 to enjoy with your team.
• Annual Leave: 24 days holiday per year plus bank holidays, with the addition of one extra day after 4 years of service (up to 25 days)
• Birthday Leave - Take the day off to celebrate your birthday! Whether you use this time to have a party or relax, we want to make sure you are able to celebrate it.
• Company sick pay based on your length of service (some restrictions apply).
• Annual leave trading - Each year we open a window where you can choose to buy or sell up to 5 days of your annual leave, giving you flexibility if you need more time off or would like the extra cash.
• Pension Scheme: We offer a solid pension plan to support your future.
• Volunteering Day - To demonstrate our commitment to local communities and charities, we offer each employee the opportunity to volunteer for a registered charity of their choice for one day a year. This time off will not affect your annual leave.
• Company Events: Enjoy access to company events, including occasional trips abroad.
• Cycle-to-Work Scheme: A green and healthy way to commute, supported by our scheme.
• Employee Wellbeing Support: Access to resources and support for your overall wellbeing

Join our team!

If you cannot see a role that fits your career progression/experience, or if you are looking for an apprenticeship, please send us your CV with a covering letter explaining what you can offer to our business.

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