Technical Support Consultant (crawley Area)

Job Location:       Crawley, West Sussex

Job Type:              Permanent

Salary:                   Competitive, details on application

Job Ref:                 Technical Support Consultant

Driving License:    A full UK driving license is required

Trident, a leading MSP (Managed Service Provider) based in the Southeast, is seeking a highly driven and dynamic professional to join our team as a Technical Support Consultant. As our company experiences rapid growth and looks towards future expansion, this position will continue to play a key role in ensuring we provide exceptional service and elevate the team to accommodate future growth.

With over 30 years of experience, our team of sales and technical consultants possess exceptional knowledge, drive, and passion. We pride ourselves on delivering exciting and impactful technology business-to-business and maintain high-level partner relations with top industry suppliers, including Microsoft, Dell, and Cisco Meraki.

We seek a passionate individual to join our team looking to progress their expertise and knowledge. In the capacity of Technical Support Consultant, your primary responsibility will be delivering exceptional customer service. This position demands a blend of advanced technical knowledge, adept problem-solving abilities, and strong communication skills. You should possess a natural inclination towards customer service, prioritising the customer experience while also maintaining a keen awareness of the commercial aspect of the role.

Trident is dedicated to nurturing the professional growth and technical skills of our team. We believe that investing in our team's expertise not only benefits our employees but also enhances the quality of services we provide to our clients. During their employment, the successful candidate will benefit from not only being part of exciting new technologies and services but also continual training, certification, and mentorship.

The Technical Support Consultant’s core responsibilities within the designated department are:

• Providing end-to-end support, ownership, and resolution technical service remotely and onsite in line with Trident’s SLA’s/KPI’s.

• Demonstrate experience in a customer-facing role and an understand of the consulting process.

• Travel to designated client sites to provide technical services for both project and helpdesk.

• Setting up new equipment and upgrading existing systems (i.e., remotely and physically configuring new PCs/Laptops, managing network printers, server installation or identifying network connectivity issues).

• Managing and documenting technical issues, responses, and requests to ensure information is recorded and updated.

• Working independently and as part of a team, ensuring clarity of client requirements and assisting with smooth client experience.

• Providing and running training on new systems to end users.

• Continued assessment of security, Integrity, and availability both internally and in part of Trident’s service.

• Continued assessment of regulatory and compliance requirements for both Trident and its clients.

• Working to ISO 27001, 14001 and 9001 requirements along with Trident's operating procedures.

Qualifications and Skills - The successful candidate should feel at ease navigating through a setting equipped with the following technologies:

• Microsoft Windows & Mac operating systems and other common applications.

• Microsoft Office components such as Word, Excel, Outlook, etc. support.

• Microsoft 365 & Active Directory administration and support.

• General understanding of networking principles (IP addressing, DNS, DHCP, etc).

• A flair for troubleshooting, communication, and exceptional customer service.

• Excellent communication skills, both written and verbal.

• Be flexible and adaptable to situations and changing requirements.

• Strong task and time management.

• MSP experience and a relevant IT qualification, such as CompTIA A+ or a Microsoft qualification would be desirable.

• Strong 1st to 2nd line exposure including networking, hardware, and cloud infrastructure.

The Technical Support Consultant role includes the above skills and responsibilities, but this is not an exhaustive list as business needs change.

General Trident Responsibilities:

• Accurately logging time spent on all activities within the CRM software.

• Managing service and project tickets effectively within the CRM software.

• Keeping the Resource Management Team informed of any issues or delays promptly for appropriate diary and customer expectation management.

• Completing department-specific training as required.

• Ensuring all data is kept secure in accordance with company policies.

• Completing HR, security, health and safety, and assigned training through the e-learning training portal.

• Demonstrating understanding of Trident’s policies and procedures, including its Information Management System (IMS) and Information Security Management System (ISMS).

Benefits:

• Up to 32 days holiday per year plus bank holidays (25 days annual leave per annum - increased one day for every year of service up to 32 days + bank holidays).

• Access 7,000+ hours of on-demand IT courses, practice tests and virtual labs.

• Wellbeing - Access to Bupa EAP (Employee Assistance Program) for you and your family.

• ‘Cycle to Work’ scheme.

• Access to vendor pricing for personal IT hardware and software purchases.

• Access to Microsoft Workplace Discount Program – Save up to 10% on Surface devices and 30% on Microsoft 365 subscriptions. Click

• Central office location – a 15-minute walk from Brighton train station, 10-minute local bus routes and short work from local shops, restaurants, and bars.

• “Smart casual” dress code with dress down Friday raising money for the local charities.

• Regular social and team-building events.

• ‘Refer a friend’ recruitment bonus scheme.

• Social spaces in Trident’s office for staff to connect – Bar, pool tables, table tennis, arcade, etc.

We are excited to have the right person join our dynamic team and to be part of our thriving MSP environment.

Note to Recruiters: We are not currently seeking external assistance for this role. Please refrain from reaching out to us regarding candidates for this position.