Roles
Fordway
Level 1 Service Desk Engineer
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Description
This role would suit a self-motivated, energetic, extremely customer minded individual who embraces virtual teamworking and collaboration.
Effective communication and creative problem-solving skills are key, as is the ability to multi-task, prioritise efficiently to meet changes in demand and thrive in a busy working environment.
The successful candidate will excel at working on their own and providing remote support to our customers, evidencing the ability to communicate technical information in a clear and understandable manner to non-technical end users.
About Us
Our Vision is to be the most trusted Cloud Service Provider in the UK and our purpose is to ensure that our customers achieve better results, faster. That means there’s no particular kind of person we look for, but we’d love you to be hard working and adaptable. Someone who wants to be part of our team. Our success is driven by enthusiastic people bringing their unique skills and sharing new perspectives with us.
Fordway is a small team, so there is a need to be flexible and to roll your sleeves up when necessary. We care about our people, so we listen to feedback, measured through regular pulse surveys and quarterly reviews.
Our Staff Liaison Committee strives to make Fordway an even better place to work.
If you like nothing better than helping others to achieve their goals, you’re driven by a desire to go the extra mile and you love technology, not for its own sake, but for what it can deliver, then Fordway is for you.
Main duties
Provide end user support via remote technologies and telephone support
Technical support for all endpoints - desktops; laptops and mobile devices.
Accurate assessment of the impact and urgency of a fault/request and respond accordingly, ensuring timely escalation to 2nd and 3rd line as and when necessary
Effective and efficient ticket management, provide detailed technical troubleshooting notes and ensure frequent and timely updates are visible both internal and customer facing.
Work as a team to ensure all tickets are owned and progressed through their lifecycle to a prompt resolution and agreed customer closure,
Identifying potential security incidents or major incidents with a wide scope of impact
Working with the Fordway Security team and end users in the containment and remediation of security events
Creating and maintaining support documentation and knowledgebase articles
Cultivate and foster partnerships and positive working relationships with customers, through the delivery of an excellent customer service, demonstrating expertise and displaying high levels of professionalism at all times
Work with internal and external resources to facilitate the prompt resolution of issues
Ensure SLAs and OLA’s are proactively managed and attained
Qualifications and experience
Desirable:
Microsoft Exams/Certifications such as:
Microsoft Azure Fundamentals (AZ-900)
Microsoft 365 Fundamentals (MS-900)
Microsoft Security, Compliance, and Identity Fundamentals (SC-900)
Endpoint Administrator Associate (MD-102)
Microsoft Azure Administrator Associate (AZ-104)
ITIL 4 Foundation
Understanding of TCP/IP networking
Experience working with ITSM platforms such as ServiceNow
Understanding of ITIL workflows and practices covering Incident, Problem and Change Management as well as Request Fulfilment
Understanding of ISO 20000 and ISO 27001 principles
Essential:
At least 1 years’ experience in a similar role, remote or onsite support
A good level of understanding of Microsoft Cloud services
Demonstrable and proven in supporting the following:
Microsoft Windows Desktop/Server Operating System
Microsoft 365 product suite
Microsoft Entra ID
Microsoft Endpoint Manager
Proven experience in supporting the following scenarios within Microsoft 365.
User and Group management (including creation and deletion)
Desktop and Mobile Device Management (including remote administration, and troubleshooting)
Windows OS Experience (Windows 10 and 11)
Hardware fault diagnosis (Windows; Android and IOS devices)
Knowledge and understanding of working to defined SLAs and KPIs
Confidence to pursue necessary investigations and apply theories to ensure integrity of data and systems
Security Screening
It is a requirement of employment with Fordway that employees pass a security screening to Baseline Personnel Security Standard. SC clearance may also be required.
Benefits
25 days holiday, plus bank holidays increasing by 1 day every 2 years of employment up to a total of 28 days (pro rata from January 1st)
Death in service insurance (4 x base salary)
Private medical insurance (P11D benefit)
Pension: Auto-enrolment. Company matched contribution
Holiday Plus scheme allows employees to buy up to one extra week’s holiday per year.
Homeworking budget of £300 on commencement, then £100 per year thereafter
One paid charity day per year
Dog friendly office with free parking
Participation in Techscheme and Cyclescheme via salary sacrifice
Quarterly company paid team lunches
Life at
Fordway
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Culture overview
At Fordway, we work hard to recruit the finest talent. We see every client challenge as an opportunity for fresh thinking, and every client journey as an adventure.
The diverse skills and experiences of our people, coupled with our passion for client success, sets us apart.
There’s no particular kind of person we look for, but the one thing we all have in common is that we are all united by one mission: client success. Our success comes from the fact that so many different people bring their unique skills and perspectives to our team.
If you like nothing better than helping others to achieve their goals, you’re driven by a desire to go the extra mile for clients, and you love technology, not for its own sake, but for what it can deliver. Then Fordway is for you.
Employee benefits
Cycle To Work
Extra seasonal holidays
Home office allowance
Laptop
Pension
Private Healthcare
Location
Tech at
Fordway
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Tech overview
We want to recruit the most experienced, knowledgeable and technical minds in the cloud industry.
Whilst we’ve grown and technology has inevitably grown, we’ve still been able to build an exceptionally talented team of results-driven individuals.
As our reputation has grown over the past 30 years, we’ve been able to stay ahead of the curve and attract exceptionally talented individuals. Whether they are leading consultants or a highly skilled member of a 24/7 support team, all our people are driven by a desire to grow individually and to enjoy and deliver success.