As a member of our Remote Services Team, you will join more than 50 consultants providing remote support, technical escalation & infrastructure monitoring to over 80 global customers. You will be our clients port of contact, and will own, investigate, and solve issues reported.
We are not about tiers and levels, we want you to get stuck in and build your skills from the ground up, getting involved in a range of issues and proactive tasks.
About the role:
As part of our service desk, you will be helping our clients with their complex technical issues. You will be the first point of contact for our customers in need of technical support and you will work to triage any tickets that come in to Waterstons and appropriately prioritise these. We pride ourselves on good customer service which is a key aspect of this role.
Day to day responsibilities:
You will own, manage, and resolve their problems.
Prioritise tickets so that they are actioned according to need.
Manage your own queue of tickets, you will take ownership of new tickets as and when you are able, ensuring the customer is communicated with and that issues are dealt with in a timely fashion.
You will be responsible for recording your time when working on issues to enable accurate billing to clients.
Troubleshooting issues that come in and liaising with colleagues and customers as required to resolve these in a timely fashion.
You will continually look for opportunities to improve our customers business’ and add value through the use of technology.
Working within a larger team you will provide a range of support from 1st to 3rd line. Predominantly working remotely, however there is potential to spend time on site with our clients nationwide.
Some of the skills we are looking for:
You will have great organisation, timekeeping, and prioritisation skills
Personable and customer focussed you will have the ability to build relationships with customers and colleagues
Interest in technology
Great problem-solving skills
Keen learner!
As a graduate in our team, you will get experience in:
Key Microsoft server roles (Active Directory, Exchange, Skype for Business, Windows Server, SQL, SharePoint, System Center)
ITIL
Office365, Azure and AWS
Networking
Virtualisation technologies such as VMware or Microsoft Hyper-V
SAN and Storage technologies including underlying fabric
Backup/Replication Technologies such as Veeam
This is a brilliant learning opportunity and you’ll get full support along the way by our experienced team.