Job Description

Key responsibilities for this job: 

• First line support handling customer enquiries and support issues using our ticketing system  
• Proactive monitoring of alarms and traps for our customers via our monitoring tools 
• Respond to support calls as assigned within Service Level Agreements; ensuring calls are quickly and accurately logged, closed and analysed to prevent future occurrences, and that call resolution priorities are met 
• Escalation of faults/outages in accordance with Exponential-e procedures 
• Maintain an understanding of the internal escalation process 
• Troubleshooting customer technical faults and working with external vendors and service providers to achieve fault resolution 
• Work as a team to deliver timely resolution to customer requests from telephone and email  
• Maintain professional working relationships with customers, suppliers and work colleagues 
• Any other fair and reasonable task or duty assigned to you by your Manager, or other senior Exponential-e Ltd staff member 

Knowledge and experience required:  

• Ability to provide a customer focused service to committed Service levels  
• Ability to work under own initiative, manage own time, and work to deadlines 
• Strong interpersonal and communication skills, particularly customer facing techniques and listening abilities 
• Proven ability to identify and resolve challenging technical problems 
• Sound judgement with demonstrable understanding of when and how to escalate issues 
• Ability to work with minimal supervision and manage a heavy workload 
• Experience of supporting, installing and modifying all version of Microsoft Windows server up to Windows 2016 and standard Microsoft applications 
• Working knowledge of how to configure and maintain of Active Directory Services, MS Exchange, Office 365 
• Experience with virtual server administration and support using VMWare or Hyper -V 
• Understanding of network fundamentals (Security/DHCP/DNS) 
• Understanding and appreciation of ITIL Frameworks