29/04/2021
We are looking for an enthusiastic support engineer to work as part of our team.
Yorkshire Tech is a Harrogate-based Managed Service Provider (MSP) with clients around the UK and overseas. We provide a 1-stop solution for small to medium sized businesses. In effect, we are their IT department.
You will be responsible for handling first level support of service requests in a professional and timely manner. This relates to all technology including: workstations, servers, mobile devices, printers, networks, and vendor specific hardware and software.
Basic Functions
IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
Support of Apple iOS and macOS
Support of Internet access via various technologies including ADSL, VDSL, Ethernet and mobile data
Support of VoIP handsets and PBXs (3CX and PBXware)
Support of Exchange / Office 365
Support of end-user applications e.g. Dropbox
Support of domains and web hosting
Support of customer equipment located in our York datacentre
Support of disaster recovery solutions
Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
Basic remote access solution implementation and support: VPN, Terminal Services
Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
System documentation maintenance and review in ConnectWise and IT Portal
Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages
Additional Duties and Responsibilities
Improve customer service, perception and satisfaction
Fast turnaround of customer requests
Ability to work in a team and communicate effectively
Act as a Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
Escalate service requests that require engineer level support
Responsible for entering time and expenses in ConnectWise as they occur
Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
Enter all work as service tickets in ConnectWise
Knowledge, Skills, and/or Abilities Required
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Advanced understanding of operating systems, business applications, printing systems, and network systems.
Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
Diagnosis skills for technical issues
Ability to multi-task and adapt to changes quickly
Technical awareness: ability to match resources to technical issues appropriately
Service awareness of all organisation’s key services for which support is being provided
Understanding of support tools, techniques, and how technology is used to provide services
Typing skills to ensure quick and accurate entry of service request details
Self-motivated with the ability to work in a fast moving environment
Liaise with suppliers to obtain best pricing for projects
Provide weekly reports to key customers
Report and track faults through our wholesale suppliers
Educational/Vocational/Previous Experience Recommendations
BA/BS in computer science or a related field preferred but not required
2 years of IT or related experience
Own car plus full clean UK driving license is preferred but not required
Benefits
Competitive salary based on experience and qualifications
Full on the job training & support
Fun working environment and culture
Great opportunity for advancement
Location
We are based at Windsor House, next to Valley Gardens in the centre of Harrogate
On-site parking is provided
Visits to client sites around North Yorkshire and Leicester will be required
Combination of home working and office working is possible
