Role Summary
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:
Essential Skills:
- Great communication skills, both verbally 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.
Desirable Skills:
Basic Knowledge of:
- Networking equipment such as switches, firewalls and routers
- Windows operating systems
- Wifi networks
- Phone systems
Desirable Experience
- 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: 20 days holiday per year plus bank holidays, with the addition of one extra day for every year of service (up to 25 days).
- Pension Scheme: We offer a solid pension plan to support your future.
- 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
