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Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 4,500 professionals, we''re committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.At New Era, you''ll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Driven by values like Community, Integrity, Agility, and Commitment, we nurture our people to deliver exceptional customer service.If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of worktogether.What is the role?The primary responsibility of this role is to provide technical administration of automated monitoring services, and supporting both internal and external clients through answering, logging and troubleshooting incidents in an expedient, professional manner while developing relationships through outstanding client service.Duties and ResponsibilitiesAdministration and monitoring of network services including Local Area Networks (LAN), Wide Area Networks (WAN), and other service monitoring systemsPreparing and reporting on the status of client''s backups on a daily basisInvestigating Failed Backups and resolving technical issuesResponding to phone and email tickets in a prompt and professional mannerProviding technical support to clients, including monitoring incoming queries and investigating issues to determine the nature of the problem, and establishing appropriate priority when logging ticketsResponding to incidences and assigned problems to meet SLA requirementsProviding remedial network supportProviding client support for IT installationsUndertaking the initial configuration of PC and Server hardware as well as peripheral network equipmentTesting, repairing and upgrading hardware and associated network equipmentPlanning, scheduling and implementing network hardware and software maintenance requirements and upgradesLiaising with clients to ensure out of scope items are billed appropriatelyDocumenting all activity through Connectwise/Autotask regularly throughout the dayEscalating issues that are not resolved in accordance with internal SLADeveloping and maintaining procedures and documentation as they applyOther related duties as requiredWill be working onsite 5 days a week (Newcastle Office)Who we are looking for1-year previous client support experienceUnderstanding of computer, network and Internet technologiesSound understanding of LAN & WAN networks including Routers, Modem and RF devicesExperience with Microsoft operating systemsSome networking skillsSound logical diagnostic abilityGood interpersonal skills with the ability to communicate with people at all levels, technical and non-technical staffExcellent written and verbal communication skillsA friendly and client-focussed attitudeEnergetic, autonomous and self-motivatedDemonstrates initiativeStrong analytical, conceptual and problem-solving skillsHigh level of attention to detailAbility to prioritise multiple actions and manage conflicting demandsAbility to work as part of a teamWillingness to learn with an active interest in maintaining personal technical skills and knowledge #J-18808-Ljbffr