Onsite IT Technical Support Engineer (Brighton)

Established in 2003, Focus Group is proud to be one of the UK’s fastest growing independent providers of essential business technology, providing digital workplace solutions to nearly 35,000 business customers across the UK. From our small but ambitious beginnings, we have grown into a nationwide company with over 1100 employees across 16 offices and have recently joined the ranks of Britain’s private company ‘unicorns’ after securing a new $1bn valuation.

We are looking for an experienced IT Technical Support Engineer to work onsite with one of our prestigious clients in Brighton.

This role has full responsibility for providing 1st & 2nd line support as well as providing excellent customer service in the areas of IT, including Office 365, Windows Server, Desktop Support, Networking, and Wireless Systems.

Principal Responsibilities/Duties

• Manage the queue of support tickets for specified client, including escalation to another team
• Directly manage and resolved tickets assigned to yourself and ensure system is organised and up to date
• Diagnose, log, action and follow through to resolution all faults and requests, including escalations whilst keeping the customer informed of progress
• Provide desk side, telephone & remote support to the end users of the assigned key client
• Update your line manager on any outstanding faults or that have breached their SLT, in a timely manner
• Adhere and contribute to the company’s quality system and processes, and their maintenance
• Actively contribute to and promote the use of best practice and continual service improvement within the team
• Own the success of the service provision to your key client
• Support on the deployment of projects for your key client
• Undertake daily checks for your assigned key client including backup & security checks
• Deployment of new equipment at the customer site including desktops, laptops & peripherals

Day to day skills

• Customer service focussed with an excellent telephone manner
• A demonstrable ability to follow process and build a reassuring rapport with customers
• The ability to remain calm and composed when dealing with a difficult situation to establish confidence whilst an issue is resolved
• To quickly gather the right information from the customer, analyse the issue and take appropriate and timely action
• Target focussed, and able to keep on top of all tasks and escalations whilst always assuring excellent customer service
• Accurate numeracy, written and data entry skills
• An analytical and methodical problem solver
• Be adaptable to change in processes
• An ability to deliver clear and articulate information to customers and colleagues adjusting language and detail to suit the audience, whether it is verbal or written
• Solid experience in reporting issues to suppliers, chasing and doing all that is possible to ensure incidents are resolved in a timely manner and that the customer is kept informed
• A detailed-oriented individual, who can estimate and prioritize effectively, to meet deadlines, organised, co-ordinated and pro-active
• Proficiency in maintaining clear and accurate task and customer data.
• A real team player who collaborates with all members of the team and business, one who is willing to listen, as well as share knowledge, help understanding and develop ideas across the team. Above all to actively contribute to ensuring an efficient and cohesive team effort
• Be willing to go the extra mile for the sake of the customer and the business

Essential Skills

• Previous experience within an IT Support role
• Experience with Windows Desktop (7,8,10,11)
• Experience with troubleshooting Outlook
• Working knowledge of Active Directory, Exchange, Office 365, Group Policy, DNS, Network domains, backup solutions, virtualization, firewalls and routers.
• Experience with troubleshooting printers
• Troubleshooting general PC issues
• Excellent telephone manner and ability to diagnose faults over the phone
• Strong customer service skills
• Organised and able to work autonomously or as part of a bigger team.
• Full UK driving license to be able to travel between the customer sites.

Desired Skills

• Experience with Mac OS X, Linux & Android.
• Veeam.
• ESXI and Hyper-V
• Experience with HP Aruba switches, APs and Sonicwall firewalls
• Experience with ClearPass.
• Data, Broadband, Ethernet
• SQL, VOIP, SANS
• Strong Networking knowledge

Benefits

At Focus Group you can be proud of what you do, how you do it and feel a true part of the team. We work hard to create an inclusive, collaborative and rewarding environment where you are inspired to achieve brilliant things and really make a difference to the future of our business.

We’re proud to have built an outstanding place to work where people thrive and are recognised for their achievements. We’re delighted to have been named one of the UK’s best 100 Companies to Work for 2021 and a British Private Equity & Venture Capital Association (BVCA) 2023 Vision Award Winner for London & South East for our commitment to culture and ESG.

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