Job Description
2nd line Service Desk Technician / IT Helpdesk / IT Support / Manchester City Centre
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, high-skilled team where you will be well looked after and encouraged to learn, progress and grow your talent within your role? If so, then pleased read on!
Who are Cloud10?
We are a 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’s on offer?
- Starting basic salary of £26k-£35k depending on experience
- Ongoing training and 1-to-1 mentoring
- Microsoft qualifications
- Professional improvement/training allowances
- Opportunity for paid overtime @ £24ph
- 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 pool, bowling, Crystal Maze, Alton Towers, Junkyard Golf, team lunches, drinks, curry nights etc.
- Weekly Deliveroo lunch and beers for all the team on dress-down Friday
- Encouraged to get involved in improving and shaping the business and our processes/tools/services
- Excellent, achievable career progression to 3rd line and specialist 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 2nd Line Service Desk Technician in a busy role with a highly skilled and friendly team of 20+ where you will be well supported and encouraged to learn, grow and progress.
Main responsibilities will include…
- 2nd line technical support to our client base of around 2750 users
- Monitoring and updating a service desk ticket system
- Supporting laptops, desktops, thin clients and HP/Dell servers
- Support of VMWare Servers alongside 3rd line
- Setup and management of routers, switches, WAPs, firewalls, VPN and VLAN
- Planning & implementing IT projects – Virtualisation, migration to cloud including server and email migrations, new client on-boarding, setup of new services, tech refresh for clients etc
- Troubleshooting more complex problems with desktop/server/networking hardware and software
- Working with private datacentre (HP Blade servers, HP SAN, CISCO) and public cloud infrastructure
- Setup and management of Microsoft cloud services including Azure, Power Platform and 365
- Providing help, support and training to 1st line members of the team
- Improving internal processes, systems and reporting
What will you need?
- A minimum of 2-3 years 1st/2nd Line IT Support within an MSP or fast-paced environment
- Excellent communication and customer service skills
- A confident and friendly personality with a keen and professional approach to work
- Enthusiasm for learning and improving their skills and knowledge
- Excellent organisational skills, be able to prioritise, finish what you start, manage tasks and time
- Passion and excitement regarding your work with a self-motivated, can-do attitude and the willingness to go the distance to impress and get results
…also strong experience of the following…
- Windows Server, Windows 10, Active Directory, Print Services,
- Network troubleshooting including TCP/IP, DNS and DHCP
- Microsoft Remote Desktop Services
- Firewall configuration – Draytek / Fortigate / SonicWall
- Email migrations, Microsoft 365 configuration, Powershell, Azure AD
- Virtualisation technologies – VMware / Hyper-V
- VoIP phone setup and administration (an advantage)
- Microsoft Azure, Power Platform (an advantage)
Please apply with your up-to date CV for consideration.
Job Type: Full-time
Salary: £26,000.00-£35,000.00 per year
Schedule:
Experience:
- IT Support: 2 years (required)
Work Location: In person