Senior IT Support Engineer

etiCloud Sheffield, England, United Kingdom

etiCloud have a fantastic opportunity for a Senior IT Support Engineer to join our Support team, based on site in our Sheffield office.

This role would suit someone with previous work experience in a similar IT Support role and is comfortable liaising with the customer to understand and resolve their issues.

Responsibilities:

1. Record and prioritise customer queries in a ticketing system ensuring adherence to SLAs.
2. Build and maintain customer relationships.
3. Diagnose and troubleshoot a wide range of technical issues providing resolutions or escalating where appropriate.
4. Deploy and maintain a wide range software on customer systems.
5. Contribute to and help maintain our internal knowledge base.
6. Create and deliver training materials for our junior engineers.
7. Educate users on how to use various software and systems.
8. Maintain a strong knowledge of our companies’ services and products to help effectively and efficiently respond to customers queries.

As a Senior IT Support Engineer you will support and share your knowledge with our wider Support team members in a collaborative working environment. You will be required to support our clients including assisting with day to day escalations and investigating problems or repeat failures, whilst maintaining the smooth and efficient operation of end user desktops.

Who are etiCloud?

etiCloud - Delivering tomorrow's technology, today..

Data security is more important than ever. That's not going to change. So you need a company that understands your business needs, and that you can trust to take care of them. But you don't have to take our word for our reliability, security and professionalism (or even the many kind words from our clients), etiCloud is part of the elite top 1% of worldwide business with ISO accreditation.

Our ISO 27001 accreditation relates to our defined and implemented best-practice information security processes. So you can be sure that your data, and that of your clients, is secure.

We're equally proud of our ISO 9001 accreditation as an integral part of it is customer satisfaction. It demonstrates our commitment to our customer-led approach - one of the reasons we've built, and continue to build, our business on referrals.

Benefits of joining etiCloud

Employment with etiCloud Ltd represents a fantastic opportunity to develop a career with a leading provider of cloud-based IT solutions.

As part of the etiCloud team you will benefit from a market competitive salary, an annual performance and salary review as well as our company benefits including;

1. 20-25 days annual leave depending on seniority + 8 statutory bank holidays
2. Company pension scheme
3. Annual company bonus
4. Friendly, and collaborative working culture
5. Modern, secure office with coffee machine, and kitchen facilities
6. Free onsite car parking
7. Career development and training opportunities

Skills and experience

This role suits someone who has experience in a IT support environment, and experience of handling ticket logs, and has a passion for problem solving. We are looking for a passionate individual who is looking for a challenging, and collaborative working environment where they can learn and share ideas within a team environment. Candidates should have;

Required Skills/Experience:

1. IT and desktop support experience in a working / business environment
2. Good customer service and support skills
3. Excellent attention to detail
4. Strong independent problem analysis, research and resolution
5. A willingness to learn and to share knowledge
6. Active Directory and Group Policy
7. Intermediate firewall and networking
8. Microsoft 365 and Azure/EntraID
9. Email Security Services

It would also be advantageous to have experience of the following technology, however training can be provided;

1. Acronis Backup
2. Intune
3. VMWare vSphere/other hypervisors

If you do not have all of the above skills and experience, we would still be interested in hearing from you as we are able to provide training and development opportunities to grow within our teams.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

IT Services and IT Consulting