The Role

To provide 3rd line technical support to our internal and external users, ensuring their incidents are resolved in an efficient and professional manner and in line with service level commitments. The post holder is responsible for the provision of technical support and maintenance to all supported IT business systems, hardware and applications. Fundamental to the role is the ability to offer exceptional customer service, through excellent written, oral and organisational skills, whilst delivering accurate technical resolutions to issues. It is critical you manage your own time and workload to process multiple incidents at the same time, and ensure effective resolution.

In this role, you’ll have the freedom to explore and provide the best solutions for our users and in turn develop your technical skills by supporting some challenging and interesting products and technologies.

Key responsibilities

Job requirements

The ideal person

Qualifications

 

  • Prioritising and assess the impact of new incidents via phone, email, Microsoft Teams and our help desk system
  • Incident and Queue Management
  • Implementing first time fixes and resolving technical issues at a 3rd line support level
  • Providing first point contact support to our users and maintaining excellent customer service via phone, email, Microsoft Teams and our help desk system
  • Liaising with colleagues and stakeholders to ensure that services are being delivered effectively and efficiently
  • Working within SLA’s whilst delivering efficient resolutions towards first time fix rates
  • Accurate recording of issues and resolutions in to our help desk System
  • Accurate recording of hardware in to our Asset Management System
  • Managing your own workload and time
  • Occasional remote work from our offices across the UK
  • Executing live changes to data and software in a controlled and authorised manner via approved change management procedures
  • Suggesting technical and process improvements to colleagues and Managers and implementing them as directed
  • Mentoring and guidance to internal and external users on technical and/or business knowledge
  • Working with and establishing relationships with third party service providers to ensure full end-to-end service provision
  • Take responsibility and ownership of incidents and requests and escalating where required to senior technical colleagues or 3rd party IT partners
  • Demonstrable documentation skills (reports, policies, procedures, workflows) as required and contributing to the creation of procedures
  • Provide technical escalation to 1st and 2nd line support engineers
  • Mentoring and guidance to internal and external users on technical and/or business knowledge

 

  • Exceptional customer service skills
  • At least 1 years of experience working in a similar role
  • You must possess a full UK driving license and have suitable transport with business insurance
  • A good level of technical skill, with a fundamental understanding of:
    • Active Directory/Microsoft Entra ID
    • Microsoft Office 365 Administration
    • Windows Server 2016-2022 Administration
    • Microsoft SQL Server Administration (Database support, maintenance plan management)
    • SharePoint Administration (Sharing document library’s, editing permissions)
    • Management and maintenance of our Anti-Virus, MDR/EDR and Cloud Optix platform
    • Management/maintenance and continued development of our Intune Console
    • Vulnerability Management and resolution
    • Web/Application Filtering Administration
    • Networking, Network Access Control, 802.1x, VLANs
  • Prior experience working in a fast paced environment in a similar role
  • Excellent Communication and documentation skills
  • The ability to work well as part of a team and individually
  • Good decision making skills and display the willingness to make decisions, exhibit sound and accurate judgement and include appropriate people in the decision making process
  • The ability to set and achieve challenging goals
  • Good understanding of general desktop, networking and peripheral technologies
  • Extensive end user device hardware & printer support experience
  • Significant Microsoft Windows 10 and 11 Operating System skills and experience
  • Significant Microsoft Office Applications 2016 and 2019 skills and experience
  • End user device builds and configuration using Intune and automated deployment
  • Tablet and Mobile device configuration experience
  • Fault finding and troubleshooting skills essential and be logical and thorough in approach to incidents and requests
  • ITIL Awareness
  • Understanding best practice around security

 

  • Show awareness of how businesses are impacted by their IT and prioritise work accordingly
  • Work well under pressure and go the extra mile to provide excellent customer service
  • Show an organised, proactive and analytical approach to all work
  • Motivated to learn and develop within the company through our training and certification scheme and development plan
  • Adaptive and a positive attitude to challenges and change
  • Demonstrate strong communication skills and ability to empathise with user’s issues and build strong, professional relationships
  • Deal positively with ambiguity and complexity, working through challenges positively to reach a solution
  • Take ownership of issues and show initiative in solving them
  • Work effectively and efficiently with the IT team and third parties
  • Proven and relevant working experience in a busy, user focused organisation
  • Excellent communication skills for dealing with diverse colleagues
  • Self-driven, results-oriented with a positive outlook, initiative, and leadership ability
  • Travel to remote sites as required

 

  • Strong End user device, Server and Cloud experience
  • Experience with Vulnerability management and resolution
  • Strong understanding of networking and infrastructure
  • Microsoft Office 365 and Azure product stack knowledge and experience working with
  • Microsoft Server knowledge and experience working with
  • Strong customer service skills and experience working to SLA’s
  • Microsoft Azure Fundamentals/ Microsoft Azure Administrator/Microsoft 365 Fundamentals
  • Experience of supporting firewalls and an understanding of IT security
  • ITIL v4 Foundation

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