IT Support Engineer

· Provide first-line technical support services via telephone, email, and our support ticketing system.

· Exhibit exemplary telephone etiquette and a customer-centric support attitude.

· Exceed traditional 1st line support expectations, offering a more robust service akin to a 2nd line role.

· Utilize your expertise to troubleshoot and resolve complex technical issues for clients.

· Address technical challenges with professionalism and efficiency, ensuring client satisfaction.

· Perform routine and advanced technical maintenance on Windows desktop and server operating systems.

· Conduct proactive system audits and optimizations to enhance client IT environments.

· Provide support for a diverse range of platforms to meet client needs.

· Plan, provision, and install IT services, both for clients and our internal infrastructure.

· Ensure the seamless operation of company-owned IT systems.

As an IT Support Engineer, you will play a pivotal role in providing exceptional technical support to our clients while also contributing to the ongoing growth and success of our organization. This role encompasses a wide range of responsibilities, from first-line support to advanced technical troubleshooting and system maintenance. If you're a motivated and detail-oriented IT professional with a passion for excellence, this position offers a unique opportunity to thrive in a dynamic, energetic, and flexible environment.

You'll have a keen eye for technology and software and will use your previous experience to assist in you dealing with all types of queries. You will have exceptional time keeping and punctuation skills with the ability to manage time critical deadlines.

You will be able to follow, and update established processes and be willing to step out of your comfort zone to suggest ways of improving things. We are, at our heart, a reactive business. To us, Service is Everything and our IT colleagues play a very important role in keeping us all moving. You'll be commercially minded but with a customer-focused lens and be a constant force of positivity. You will be joining a new but well experienced and service-oriented team and will be given all the tools and support you need to succeed, deliver and exceed!, · Demonstrate proficiency in Windows, Mac OS, VMWare ESXi, HyperV, and Linux-based operating systems.

· Manage Microsoft Azure services, including Azure AD, to optimize cloud-based solutions.

· Assist clients with the setup and maintenance of Microsoft 365, including Desktop Apps, Exchange, Teams, SharePoint, and OneDrive.

· Administer networking components, including routers, firewalls, switches, DNS, WAN/LAN, VLAN, DHCP, VPN, RDC, and Wi-Fi.

· Specialize in configuring and maintaining DrayTek and Unifi hardware.

· Configure and manage hosted telecoms platforms, offering support for simple to advanced phone systems, ensuring reliable communication solutions for clients.

5. Qualifications:

· A full UK driving license is essential for this role as some site visits may be required.

· A Level [B] or BTEC Diploma [M] or above in a Computing, Networking or Advanced Computer related course

o Additional Qualifications - Not Required but Preferred

· CompTIA A+ or Network+

· Microsoft Entry Level Certifications

6. Personal Skills:

- Self-management

- Excellent written and oral communication and interpersonal skills

- Strong teamwork abilities

- Exceptional attention to detail

- A strong desire to grow, learn, and embrace new challenges,

• Diploma of Higher Education (preferred), Technical support: 2 years (required)


• Customer service: 1 year (preferred)
  
  Based in Salisbury since 2004, Hive Communications is a Managed Service Provider (MSP). We have been designing, implementing, and supporting the IT infrastructure, data, backup, cloud services and business telecoms for clients in both the private and public sector with growing emphasis in the cyber security sphere. No client has the same needs and so our solutions are tailored to each client. You will be part of a professional team which operates to provide our customers with truly exceptional service that puts their needs first.
  
  · Competitive salary, dependent on experience


· Bonus scheme for new client referrals

· 25 days holiday, plus bank holidays, plus an extra day off for your birthday

· Early finish at 4PM every Friday

· Holiday allowance increases after one full year by one day per year of service to a maximum of 30 days per year.

· Great team values, ethos & culture with regular social events including breakfast club, evening events and more.

· Flexibility for occasional home working if required., Holiday allowance increases after one full year by one day per year of service to a maximum 30 days per year.

Job Type: Full-time

Pay: £28,897.79-£35,000.00 per year

Benefits:

• Company pension


• Free parking


Schedule:

• Monday to Friday