Customer Services Associate – 1st Line (Hosting)

Overview

IRIS Hosting represents a team of highly skilled technical specialists, dedicated to providing comprehensive support services across all levels (1st, 2nd, and 3rd) for the entire suite of IRIS products. This encompasses critical platforms like Azure AD, Hyper-V, Office 365, as well as various third-party applications and products. IRIS is known for its proficiency in applications, content, and communications, all while maintaining an unwavering commitment to delivering a world-class customer service experience.

An IRIS Customer Support Associate plays a pivotal role within our versatile Customer Service team. These professionals are adept at troubleshooting and leverage their technical expertise to resolve customer issues, all while ensuring an exceptional customer service experience.

 

What will you be doing?

As a Customer Services Associate in this team, your role involves the following:

• Taking ownership of customer issues, overseeing them from the initial contact to resolution. This includes supporting cloud infrastructure, applications, and endpoints, all while delivering exceptional customer service through various engagement channels.
• Offering remote assistance to both office-based and mobile end users.
• Providing technical device support across a wide range of systems, including Windows Server, Hyper-V, Microsoft Azure, Microsoft 365, and Microsoft SQL.
• Taking a proactive approach to identify and resolve incidents swiftly.
• Identifying and escalating major incidents and formal changes as needed.
• Contributing to the creation and review of Knowledge Base Articles tailored to the intended audience.
• Offering support for various processes, including Incident, Request, Knowledge, and Problem Management.
• Collaborating as a part of a growing IT team to handle software implementation and updates.

 

What are we looking for?

This role is ideal for candidates with the following skills and experiences:

• Experience delivering Customer Service and IT Support to end-users, with a preference for experience within an ITIL framework.
• Proficiency in supporting Incident, Request, Knowledge, and Problem Management processes, utilising IT Service Management (ITSM) tools for efficient support.
• Experience providing remote support to end-users by leveraging various tools.
• Experience managing User Identities and Access Policies, including issue troubleshooting.
• Experience monitoring systems, generating reports, and performing patch management.
• Experience providing support for Microsoft Office 365.
• Proficiency in creating and interpreting Management Information (MI) reports and dashboards to manage end-user devices, with a preference for expertise in Power BI.
• Experience with Azure Active Directory (Enterprise Mobility + Security and Conditional Access) is preferred, and experience with Active Directory Domain Services will also be considered (desirable)
• Knowledge of third-party products such as ESET, Zendesk, Mimecast, Payroll software, and Accountancy software (desirable).

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In addition to the core skills/experience above, the following competencies are essential for success in this position:

• Strong customer focus, with excellent verbal and written communication skills across various channels.
• Collaborative team player with exceptional interpersonal abilities.
• Genuine enthusiasm for modern work methods and technologies, and a commitment to staying current in the ever-evolving tech landscape.
• Determination to see challenges through to resolution within established timelines, taking ownership from start to finish.
• Proficiency in explaining technical issues and solutions to customers at their level of understanding.
• Capacity to consider the broader context when addressing issues, recognizing that the reported problem may be a symptom of an underlying issue.
• A continuous commitment to enhancing service quality and identifying areas for improvement

 

Please note:

• We occasionally close vacancies early in the event that we receive a high volume of applications. Therefore we recommend you apply as soon as possible.

Salary: Competitive plus bonus
Location: UK Remote