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Transform IT challenges into solutions with Cloudwork's expert support team

The Role

Join our dedicated support team delivering exceptional technical assistance to UK-based clients with local and global reach. You'll handle service requests, resolve technical incidents, and ensure seamless IT operations whilst escalating complex issues to our Infrastructure specialists when required.

This role will include onsite technical support and assisting with project work either on client sites or remotely.

What We're Looking For

We seek a motivated professional who thrives on technical challenges and continuous learning. The ideal candidate demonstrates strong communication skills, adapts quickly to new technologies, and maintains unwavering focus on delivering outstanding customer support.

Key Responsibilities:

Technical Support Excellence

• Deliver comprehensive 1st line support via telephone, email, and our helpdesk
• Log, classify, and manage customer incidents following established procedures
• Execute new starter and leaver processes including user/mailbox creation, mailbox configuration, and permissions management
• Resolve or escalate business application issues, coordinating with software vendors as needed

Service Management

• Optimise productivity through effective time management
• Maintain exceptional call queue standards with regular priority reviews
• Provide comprehensive updates via telephone and our helpdesk platform
• Ensure all ticket documentation meets quality standards
• Contribute to the Cloudworks knowledgebase for easier future problem resolution
• Conduct proactive follow-ups to confirm customer satisfaction

Process Adherence

• Execute core Service Desk functions following Cloudworks protocols
• Utilise systems effectively to support quality and efficiency targets

Essential Technical Skills:

Core Experience Required:

• Microsoft 365 including Defender, Purview, Intune and Autopilot
• Windows 10/11 troubleshooting and support
• Entra ID/Active Directory management
• Networking concepts (TCP/IP, DNS, DHCP), Routers, Firewalls
• Windows Server Administration

Advantageous Experience

• Managed Service Provider (MSP) background
• ITIL v3/v4 Foundation Certification or ITIL experience
• High-volume call management
• ISO27001 security framework knowledge
• Microsoft Terminal Services/RDS administration

Professional Requirements

• Excellent written and spoken English
• Outstanding communication and interpersonal abilities
• Professional demeanour and punctuality
• Collaborative team approach
• Leadership qualities with commitment to inclusive working practices

What Cloudworks Offers:

Competitive Package: Annual salary up to £30,000 plus discretionary bonus

Professional Development:

• Industry-recognised training and certifications (fully sponsored)
• Inclusive working environment

Work-Life Balance:

• 28 days annual leave including bank holidays
• Additional holiday entitlement with service length
• Company Pension Scheme
• Ride to Work scheme
• Birthday leave day

And much more to support your career growth!

** NO AGENCIES PLEASE **

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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