IT Support Technician - Cloud
Are you an IT Support Technician looking for a new role? Do you have a passion for IT and looking for the first step in your IT career? If so, we are currently looking for both Level 1 and Level 2 Support Technicians to join our client and want to hear from you.
We are delighted to be working with our client based on the outskirts of Portsmouth.
With over 20 years in the technology sector, our client prides itself on being one of the largest in its field and due to continued growth.
Your IT Support Technician Role:
The role of Cloud Services Technician is responsible for managing and maintaining customer support tickets within agreed Service Level Agreements and KPI's by effectively responding to Incidents, Service Requests and Service Orders.
The role will provide both reactive and proactive telephone, email and remote support and look to find ways to reduce incident management through automation, remediation and importantly by providing regular and proactive customer ticket updates.
Other responsibilities include:
? Technical Support: Accountable for the effective management of all inbound and outbound phone and email support.
? Order Management: Accountable for processing in life orders placed via our Control Panel by direct customers and partners; delivering an efficient and professional service within SLA and to business KPIs.
? Service Requests: Accountable for proactively managing direct customer and partner enquiries by identifying and creating relevant documentation to support a self-help environment via the internal and external Knowledge Bases.
? Escalation Management: Accountable for management of escalations and delivering them within an appropriate timescale.
? Customer Experience: Delivering proactive, reactive and in life service management to achieve excellent customer/partner service and satisfaction levels..
? Customer Data: Accountable for delivering customer/partner data integrity and accuracy.
? Communication: Promote and