Technical Support Engineer

Location: Liverpool L33, Office Based only.
Salary: £26,000 - £28,000 per annum, DOE.
Contract: Full time, permanent.

Service Desk Analyst – About the role

Curveball Solutions invites you to join our dynamic team as we embark on an exciting journey to further elevate our standing as a leading IT Managed Services Provider. With a proven track record in outstanding customer service and client retention, we have experienced remarkable growth since our transformation into the MSP space five years ago.

The ideal candidate will bring a wealth of experience from the IT industry, demonstrating a deep familiarity with Microsoft's Cloud Practice portfolio. Your ability to seamlessly navigate and manage a client services desk, coupled with proven expertise in implementation, project, and client management, will be key to your success in this role.

Desired experience and qualifications include people and client management skills, ITIL qualifications, Microsoft Cloud Practice skills and qualifications, a strong technical knowledge across Microsoft, network, and cloud environments, and a commercial understanding to contribute to our future growth.

Key Tasks

•  Work as part of an IT Service Desk team based on ITIL principles.
•  Provide both reactive and proactive IT support to customers and internal staff, answering technical questions and adhering to the IT Technical Desk logging process.
•  Provide sales team with pre-sales support, attend occasional onsite or phone-based meetings with field sales staff.
•  Adhere to key IT service desk processes such as Root Cause Analysis and Change Control and where necessary high-quality document creation.
•  Carry out site surveys for larger complex opportunities and provide written reports where required for the sales team and clients.
•  Provide the Sales team with pricing and technical assistance in preparing proposals.
•  Providing updates to Sales and Customers during the provisioning life cycle to include on-boarding and projects.
•  Ensuring that services are connected in a timely manner and within defined SLAs.

Administration:

•  Update and maintain company CRM and Service Desk system.
•  Updating partner systems, prior to connection and fulfilment by the team.
•  Updates job knowledge by participating in education and attending training as required.
•  Provide reports as required.
•  Any other reasonable duties as requested by their Line Manager; these may include special projects as defined and agreed by the Management team.

Efficiency & Effectiveness

•    Liaise with Line Manager to plan work in advance.
•    Report any issues in the processes and procedures that can be improved.
•    Ensure completion of work within relevant deadlines.

Employee Relations

•  Engage with relevant stakeholders to ensure your own personal development, engagement and business knowledge.
•  Liaise with management regarding any HR issues that may arise.
•  Assist other departments in making technical decisions.

The above responsibilities are indicative of the type of work required and should not be seen as an exhaustive list.

What we need from you:

As part of the technical support team, the role requires additional and essential demonstrable skills in several areas including:

•  Microsoft Modern Workplace – Hybrid (ADUC) with Entra – Secure Identity & Access, Intune and post-sales support to customers
•  Microsoft Windows Server administration and endpoint support.
•  Microsoft Exchange online, SharePoint, OneDrive and Teams configuration / support
•  Microsoft Windows support, imaging and patch management.
•  Experience of an IT Service Desk ticketing system
•  Good knowledge of Printers, telephones and thin client (RDS / AVD) technologies

Experience of any of the following technologies would be an advantage:

•  Cloud support experience and exposure to security suites and configurations.
•  Licensing of Microsoft products both on-premises and cloud
•  Experience with disaster recovery software such as Redstor.
•  Knowledge and experience in supporting VOIP phone systems.
•  Exposure to Mobile Device Management software.

If you feel you have the skills and experience to our new Service Desk Analyst then apply today!

Benefits

•  Casual dress
•  Free parking
•  On-site parking
•  Back-Office commission structure on completion of probationary period
•  Additional annual leave incentives – based on years of service & attendance
•  Pension Scheme
•  Colleague of the Month awards