1st Line Service Desk Technician

Do you have a passion for technology? A strong can-do/will-do approach to working? Are you looking to join a growing, dynamic 5-star Google rated company to work with a friendly, skilled team where you will be well looked after and encouraged to learn, progress and grow within your role? If so, then please read on!

Who are Cloud10?

We are an Managed IT Service Provider proudly boasting excellent staff retention and near 100% customer retention since 2007. Our team expertly delivers IT and cloud services to businesses predominantly across the North West. Services include onsite/remote support, private/public cloud hosted infrastructure including remote user desktop, cyber security, cloud technology projects, network management, and VoIP/unified telecoms solutions. We pride ourselves on the highest IT standards, excellent communication and fastest-in-industry problem resolution.

What is on offer?

• Starting basic salary of £20k-£24k depending on experience
• Full training and 1-to-1 mentoring
• Microsoft qualifications
• Opportunity for paid overtime @ £17ph
• Monthly rewards from positive customer feedback - vouchers, days out, Deliveroo, treats etc
• 30 days holiday & company pension (additional days for length of service)
• Working in modern offices in a converted mill in the City Centre with pool table, arcade machine and Switch+PS4 in the break-out areas
• 15yrs established IT Technology company with outstanding staff retention and the opportunity to ‘make a difference’ by providing bespoke, customer-led IT solutions
• Regular company social activities including monthly pool and bowling tournaments, Crystal Maze, Alton Towers, Junkyard Golf, team lunches etc.
• Weekly Deliveroo lunch and beers for all the team on dress-down Friday
• Professional improvement/training allowances
• Excellent, achievable career progression to 2nd and 3rd line support roles
• Standard working hours are 8:30am to 5:30pm, Monday to Friday (1-hour lunch break)

What will you be doing?

This is a dynamic and challenging position for a 1st Line IT Support Technician in a busy role with a skilled and friendly team. You will be well looked after and encouraged to learn while progressing your technical and professional skills. It’s a very engaging role with lots of learning!

Main responsibilities will include…

• 1st line technical support, by email and telephone, to a client base of around 2750 users
• Monitoring and updating the service desk ticket system
• Diagnosing a variety of issues and performing first time fixes where possible
• Advising customers appropriately and communicating regularly regarding open tickets
• Hands-on working on hardware and system upgrades and migration projects
• Escalating tickets to 2nd and 3rd Line where necessary
• Working collaboratively with onsite technical team to assist with problem solving and onsite installations
• Working on Windows 10, Mac OS, Windows Server, Microsoft 365 Apps & Services, Teams, SharePoint, Azure, Microsoft 365, Exclaimer, Networking, Microsoft Remote Desktop and a wide range of other technologies in time

What will you need?

• Minimum 1yr experience providing IT Support, preferably within an MSP or fast-paced environment.
• Experience of setup of and troubleshooting user issues with desktops/laptops/thin client hardware
• A confident and friendly personality with a keen and professional approach to work
• Passion and excitement regarding work with a self-motivated, can-do will-do attitude
• Willingness to go the distance to get something done
• Enthusiasm for learning and improving their skills and knowledge
• Excellent organisational skills, be able to prioritise, finish what you start, manage time, document key actions and follow up
• Strong troubleshooting skills and confident approach to remote and phone support
• Great communication and customer service skills
• Windows 10 and Microsoft Apps and Services knowledge
• Knowledge of administering Windows Server an advantage
• Experience of user setups including Active Directory and Microsoft 365

Please apply with your up-to date CV for consideration.

Job Types: Full-time, Permanent

Salary: £20,000.00-£24,000.00 per year

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Manchester, M1 5BY: reliably commute or plan to relocate before starting work (required)

Education:

• GCSE or equivalent (preferred)

Experience:

• Technical support: 1 year (required)
• Customer service: 1 year (preferred)

Work Location: Hybrid remote in Manchester, M1 5BY