cloud direct

We are seeking for an IT Support Engineer to be based primarily in the office with with frequent visits to customer sites; two days per week you will be onsite at a client based in Bristol.   Focusing on resolving incidents and work requests within agreed SLA's, along with pro-active participation in routine support service activities such as asset, knowledge and problem management. Involvement in continual improvement initiatives and project work is also expected. Must be able to prioritise and manage own time effectively and able to work unsupervised. The candidate will also be expected to be part of the on-call rota. Cloud Direct We’re a bright, capable bunch focussed on helping ambitious companies move to the cloud easily and safely. We’re a Microsoft gold cloud solutions provider (CSP), driving high growth around Azure and Office 365.  Fast moving and entrepreneurial, we’re recruiting ambitious people committed to excellence and personal growth along with the business.  Today, there are about 200 of us across Bath, Bracknell, London and Cape Town, with more exciting growth plans in the pipeline. We help our people dig deep to make the most out of their careers with Cloud Direct - we believe "more is in you…"  With great financial and lifestyle benefits, we also have a 'fun fund’ and regular sporty, foody and social occasions.  We recognise that our people drive and inspire the business - two reasons why we’re Investors in People - Gold. Responsibilities  Resolve or support the resolution of complex or escalated customer technical issues; Resolve technical issues via phone, email or Livechat where appropriate to do so while meeting SLA targets; Provide high quality case notes and communication records with customers throughout the life of the case; Prioritise case workload and manage working time effectively; Follow ITIL and ISO agreed practices and processes; Support Service Delivery with technical expertise as required; Highlight security risks and issue trends with Team Leader; Provide clear handover commentary and case notes for returning cases to First Response Team, third party support partners or between shifts. Update team wikis, knowledge base articles and technical tips for internal service improvement as they are identified; Be proactive in reporting and or suggesting service improvements via the appropriate channels (e.g. Moments of Truth); Be personally responsible for driving customer satisfaction by always trying to think as the customer and to promote customer feedback via the NPS-T systems; Willingly supporting other members of the team when required, including taking first response queries if no members of the first response team are available; Additional responsibilties  Working with the Internal IT function (IIT) and be the lead technical resource for internal network and comms issues. Assisting Internal IT Access Requests within Service Now Provide helpdesk support to staff both local & remote users Database Maintenance Installing, moving and setting up user’s PC workstations Conducting routine PC maintenance Carrying out audits of IT equipment Configure hardware for staff Work on IT projects as directed To accurately record, update and document requests using the IT service desk system. To resolve incidents and upgrade different types of software and hardware Investigating, diagnosing and solving computer software and hardware faults Talking to clients and computer users to determine the nature of any problems they encounter To resolve incidents with printers, copiers and scanners Managing stocks of equipment, consumables and other supplies. Maintaining records of software licences Setting up accounts for staff, ensuring that they know how to log in Updating Asset Register as and when needed Remove leavers from distribution emails Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment Install, test and configure new workstations, peripheral equipment and software Obtaining replacement or specialist components, fixtures or fittings Solving password problems Experience and skills required Should have at least 2 years’ experience in a 1st/ 2nd line IT Support role Microsoft desktop operating systems and applications Strong Local & Wide Area networking skills including configuration of switches & routers Extensive knowledge of the computer environment and the ability to identify, troubleshoot and resolve problems or issues to the satisfaction of the customer or end user Mobile devices including iPhone/Android Desirable MCITP: Enterprise Desktop Administrator 7/8 or MCITP: Windows 7 or Windows 8, Enterprise Desktop Support Technician What do we offer you? Pension contribution Health care cash plan Life Assurance/Critical Illness/Income Protection Birthday lunches Fun Fund Many more...

We are seeking a Helpdesk Support Engineer based in Central London.  Cloud Direct We’re a bright, capable bunch focussed on helping ambitious companies move to the cloud easily and safely. We’re a Microsoft gold cloud solutions provider (CSP), driving high growth around Azure and Office 365.  Fast moving and entrepreneurial, we’re recruiting ambitious people committed to excellence and personal growth along with the business.  Today, there are about 200 of us across Bath, Bracknell, London and Cape Town, with more exciting growth plans in the pipeline. We help our people dig deep to make the most out of their careers with Cloud Direct - we believe "more is in you…"  With great financial and lifestyle benefits, we also have a 'fun fund’ and regular sporty, foody and social occasions.  We recognise that our people drive and inspire the business - two reasons why we’re Investors in People - Gold. Responsibilities Level 1 Support Engineer, dealing with phone calls, emails and face-to-face user requests in an organisation of about 160 people. Physically setup, install and assign end user equipment. These include desktop and laptop computers, printers, scanners, mobile devices according to GIC specifications. Inventory Management and Reporting Log and Troubleshoot issues that end-users face Experience and skills required Microsoft Office suite of applications (Office 2010, 2013, 2016) - Outlook, Word, Excel, Powerpoint. Microsoft Exchange / Skype For Business (2013 and later) Windows 7, Windows 10 Operating System functions Browser and web application related issues Good communication skills. Job nature involves lots of face-to-face interaction and liaising with various internal teams globally. Good analytical and problem-solving skills. Able to follow instructions. Good record keeping skills for case logging and report generation. Ability to learn-on-the-job quickly Advantageous Knowledge of Audio Visual/Video conference set ups Knowledge of VMWare Horizon for thin clients Knowledge of iOS Weekend Works Able to work on weekends given advanced notice.  What do we offer you? Pension contribution Health care cash plan Life Assurance/Critical Illness/Income Protection Birthday lunches Fun Fund Many more...