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Founded in 2002, Exponential-e swiftly established itself as a UK Cloud, Connectivity and Communications pioneer. Throughout our history, a focus upon leveraging leading-edge technology to deliver profitable and innovative services to our clients and prospects has resulted in industry and peer recognition for our ground-breaking approach, a truly world-class ICT services company.
We’re a company of innovators who think big and achieve bigger! Our people are crucial to the continuing success of our company. From our CEO to our new Graduates, each of our people demonstrates our PRIDE principles which are at the core of everything we do.
Overall purpose
- Provide technical escalation for all Service Tickets assigned to the on-site Desktop Support team from the Service Desk
- Provide 2nd Line on site as well as remote desktop support to Exponential-e customers
- Work in a rotation to provide on-site 2nd Line Desktop support to Exponential-e customers
- Primarily responsible for managing and owning support tickets and driving customer issues through to resolution
Key responsibilities
- Respond to support contacts and tickets as assigned within Service Level Agreements
- Work as a team to deliver timely resolution to customer requests raised via telephone, portal, and email
- Maintain an understanding of the internal escalation process
- Maintain excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical customer at all levels in the organisations
- To be a highly motivated team player with the skills and ability to manage changing priorities
- Setup/Configure/Maintain/Administer desktop computers and peripherals and test network connections
- Provide physical Workstation and peripheral relocations
- Performs general preventative maintenance tasks on computers, laptops, printers
- Access Management and Maintenance through Active Directory and Office365 (Account Provision, Account Revocation, Password resets);
- Escalate issues and involve Service Desk wherever required in order to resolve an issue as quickly as possible
Knowledge and experience required
- Experience in managing/troubleshooting Windows Desktop Operating Systems
- Experience in Microsoft Exchange, Active Directory, Windows Server & Desktop, SQL Server technologies
- Experience in using ITIL based ticketing system (ITIL foundation preferred)
- Desired skills in Microsoft System Centre, SharePoint and other Microsoft solutions
- Applicants will ideally be Microsoft 365 and/or Azure certified to Fundamentals level, working towards Associate
Our people
Our people are what makes Exponential-e Group the company it is today. This year’s employee survey highlighted that 81% of employees who took the survey, would recommend a friend to work for our organisation.
Learning and development are fundamental parts of daily life at Exponential-e. From their first day at the company, everyone is provided ample opportunities to develop their skills and broaden their horizons, with our own L&D team running a range of bespoke courses, based on the latest innovations and challenges across the digital landscape.
Exponential-e Group is committed to providing equal opportunities in employment and treating all employees with respect and dignity. The company respects and values the diversity of its staff, striving to maintain an environment where there is opportunity for everyone to feel valued, their talents to be utilised and for both personal and organisational aspirations to be met. Every employee plays a vital role in helping to create an inclusive working environment by understanding and harnessing difference in a positive way.
