Gloucester
Customer Operations
Competitive

About The Role

The role of the IT Support Engineer within the IT Support team is to assist with the provision, support and maintenance of the IT equipment used by internal users across multiple locations.  The role requires a combination of hardware and software skills and an ability to work with all types of people on a professional basis.

Duties and responsibilities

  • Supporting Claranet internal customers on a day to day basis.
  • Processing support requests and ensuring they are responded to in a professional and timely manner, within agreed SLA’s.
  • Administration, troubleshooting and maintenance software including Windows 10, Microsoft Office, Windows server 2012, Active Directory, and SCCM administration tools.
  • Configuration and deployment of workstations, laptops, desk phones and other IT equipment.
  • Support for the internal telephony system.
  • Support for mobile devices (iOS and Android).
  • Completing documentation for the IT Support team, and guides for end users.
  • Resource for project work when required.
  • Based at the Claranet office in Barnwood, Gloucester, with occasional visits to other Claranet’s offices (Bristol, London and Warrington).
  • The IT Support team cover the hours of 08.30-17:30, Monday to Friday. There will also be occasional project work and incidents requiring work outside the usual hours.

About You

Essential:

  • Good experience in an IT/Desktop support role.
  • Good knowledge and experience of managing Windows 10.
  • Good knowledge and experience of managing Office 365 (applications and platform).
  • Experience supporting Apple products.
  • Experience of writing technical documents and user guides.
  • Experience of working as part of a team.
  • Ability to work under pressure.
  • Ability to work independently when required and have problem-solving skills.
  • Ability to communicate with users via telephone, email and face to face.
  • Possess excellent verbal and written communication skills.
  • Good time management.
  • Positive attitude.

    In addition, the following are highly desirable:

  • Experience working for a managed service provider or large organisation.
  • SCCM / Intune knowledge.
  • VOIP knowledge.
  • Understanding of ITIL best practice.

About Us

Claranet combine pioneering technologies, practices, and expertise to propel our customers ambitions. Through a vibrant customer centric culture of collaboration, learning, and opportunity, we nurture a dynamic community of the best technology and service expertise spanning cloud, cybersecurity, networks, and unified communications. 

Founded in 1996, Claranet has evolved into a multi-disciplinary technology services provider with global reach. The company has annualised revenues of circa £350 million, over 6,500 customers, and more than 2,000 employees in nine countries. In the UK we have over 500 staff working in London, Gloucester, Warrington, Bristol, and Leeds, or as homeworkers.  

Claranet consistently appears in The Sunday Times Top Track 250 as one of the fastest growing privately-owned businesses in the UK. Our international success is driven by local service, out of local offices, using a mixture of local and international infrastructure, including hyperscaler clouds.

Through a culture of collaboration, learning and opportunity, Customer Service is a community of vibrant and dynamic service and technology experts, executing all facets of our operation with consistency, pride and efficiency.

We take a proactive, always-on approach to service and we will go further than any other by providing a unique end-to-end service experience that spans cloud, cybersecurity, networks and unified communications.

The result: we save our customer’s time and they get the high-performance service experience that is critical to their success.

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