Exponential-e
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 of the Job:
- Provide 1st Line infrastructure support to Exponential-e customers
- Primarily responsible for managing and owning support tickets and driving customer issues through to resolution
- Triage & manage incoming tickets driven from various events
- Follow established process and procedures to make sure quick resolution of customer issues
Key responsibilities for this job:
- First line support handling customer enquiries and support issues using our ticketing system
- Keen interest in IT Support and growing within the support function
- Proactive monitoring of alarms for our customers via our monitoring tools
- Responding to tickets as assigned within Service Level Agreements
- Ensuring calls are quickly and accurately logged and that call resolution priorities are met
- Escalating faults/outages in accordance with Exponential-e procedures
- Adhering to internal processes
- Troubleshooting technical faults and working with external vendors and service providers to resolve issues
- Working as a team to achieve similar goals
- Maintaining professional working relationships with customers, suppliers and colleagues
- Any other fair and reasonable task or duty assigned to you by your Manager or senior Exponential-e Ltd staff member
Knowledge and experience required:
- Ability to provide a customer focused service to committed Service levels
- Keen interest in IT Support services with a view to progress in an IT Support Career
- Confident communicator with excellent telephone manners
- Previous Customer Service experience required
- Understanding of Microsoft Exchange, Active Directory and Microsoft Desktop technologies
- Experience of setting up Computer Hardware and Peripherals and installing computer software
- Understanding of basic computing
- Knowledge and understanding of basic networking concepts
- Applicants will ideally be either be A+, MCP or equivalent certified
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.
