1st Line Support Engineer - Public Sector

We are UKFast.

Over the past two decades, we have grown from a start-up to a multi-million-pound business. We are one of the UK’s leading cloud and secure managed hosting providers - supplying dedicated servers, private and public cloud hosting solutions, and a full range of technical, cybersecurity, and DevOps consulting services. We’re moving fast, continuously innovating and having a lot of fun in the process.

We transform our customers’ businesses through robust technology, world-class solution engineering, and multi-award-winning customer service.

We design, build and support thousands of technical solutions every year for a full cross-section of the UK economy, from local businesses and charities to fast-growing eCommerce and financial services businesses, global manufacturers and retailers, local and central Government, the NHS and the Ministry of Defence - all seeking new and innovative ways of hosting their IT solutions.

Our business is built entirely around our people and our customers. We invest in our people and work hard to ensure our teams are inspired, motivated and supported. We are customer-obsessive and committed to self-development, hard work and having fun. We believe in everyone bringing their whole self to work as part of our fantastic bunch.

Our in-house training facility is widely accredited. For instance, we are the only managed service provider in the UK to be an accredited AWS training centre.

We care passionately about doing the right thing - for our customers and each other. It’s important to us that UKFast is a diverse, inclusive and socially-conscious employer that contributes positively to our communities and environment. For instance, we have been Carbon neutral for many years.

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The Opportunity

We currently have an exciting opportunity for a 1st Line Support Engineer to join our Public Sector support team, responsible for ensuring the highest standard of support and service delivery for our Public Sector customers.

You will play a vital and active role within our support team, looking after some of our most valuable Public Sector customers including government departments and their suppliers. You will ensure that every customer receives an outstanding level of service whether on the phone, through ticket requests, reports and documentation, or through the availability and performance of the cloud services we provide. 

Being part of a highly skilled and collaborative team, you will gain exposure to a huge variety of technologies. With your intuitive troubleshooting skills, you’ll take ownership of customer issues from 1st line, escalating to other teammates where required, but always following through to resolution to support your professional development and career within UKFast.

We’re looking for someone with impeccable attention to detail and a truly passionate engineer at heart, with high standards and a positive, pro-active approach to problem solving. Not only will you be motivated to see continuous self-development, but you will also be driven to help us build even better solutions for our customers.

What you will bring

  • Excellent communication skills with an ability to build strong relationships with customers and teammates
  • A level-headed approach when working under pressure
  • Ability to produce good quality documentation
  • Appreciation of ITIL principles and practices
  • High-level knowledge of cloud services and information security technology
  • Great attention to detail, particularly in customer documentation and reporting
  • Appreciation of quality assurance (ISO 9001) and information security (ISO 27001) standards and their application
  • Experience of a Service Desk and a corresponding software application for managing tickets
  • Experience of system health monitoring and dynamic response to the resulting alerts and information
  • Experience in basic Windows and Linux Server administration

What you will do

  • Be the point of contact for all Service Desk requests whether from phone call, email, monitoring alert or ticket.
  • Be responsible for system monitoring - watching for alerts, investigating and taking the necessary actions to acknowledge and deal with these alerts.
  • Manage the day-to-day administration of Health Monitoring, proposing proactive ways to reduce alerts and improve service reliability.
  • Handle the initial triage of tickets and escalation where required (whist considering timely response within the SLA).
  • Escalate tickets to Technical Support in a timely and effective manner - including all relevant information that will assist with the handover
  • Support the handover process to/from the Out-Of-Hours technical support team so that support can continue to be provided 24/7
  • Communicate to customers in the event of Service Affecting Changes and Issues
  • Ensure all customer reporting is delivered on time and NPS targets are always met.
  • Provide support to the out-of-hours support on a rota basis.

 Why UKFast

  • Birthdays off as an extra paid holiday
  • Private health insurance after one years’ service
  • Full paid maternity leave for first 16 weeks and full paid paternity leave for 2 weeks after two years' service.
  • Flexible working and work from home
  • Award-winning training and education centre with four full-time teachers to help you obtain accreditations, develop and learn.
  • Pearson Vue test centre on-site
  • On-site gym
  • Games zone with arcade games and retro consoles.
  • Free onsite parking
  • Table tennis and pool tables        
  • Team building experiences
  • Weekly virtual quiz nights and team parties
  • Volunteer days to help support our community and charity partners
  • Active and engaged diversity groups with events and educational sessions arranged regularly
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