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SRD TECHNOLOGY UK CAREERS

Technical Support Analyst
Taunton

Here at SRD Technology UK, we are seeking a highly motivated and technically minded Technical Support Analyst to join our growing team, providing 1st & 2nd line IT support as part of our fast-paced Service Desk Team at our Taunton Office.

 

As a Technical Support Analyst, you will be working closely with Senior Support Analysts and Solutions Architects to provide IT support to our managed service clients across the UK. This role requires a key focus on customer care and getting the job done well. This individual will also need to work on multiple tickets at a time whilst meeting the determined SLAs (resolving an average of 30 tickets per day).

 

Responsibilities:
• Respond to user software or hardware queries via email and telephone.
• Support users through the required steps to resolve the issue.
• Escalate to the relevant team if the issue cannot be resolved.
• Update the ticketing system, ensuring all notes has been logged with the required actions.
• Willingness to help, support and offer excellent service to customers and colleagues.

 

What You’ll Need:
• GCSES grades from A* - C or 9 – 5.
• Educated to College level (A-Levels or BTEC) in IT or equivalent.
• Experience working within the IT industry, preferably within an MSP environment.
• Experience using a service desk ticketing system to raise and manage service desk tickets.
• Experience using remote management software to support end-users.
• Experience supporting & administering Microsoft 365 via the 365 Admin Center.
• Experience supporting IT infrastructures including LAN & wireless networking.
• Experience supporting desktops and servers across Windows & Mac OS.
• Experience supporting peripherals such as printers & mobile phones.

 

Expectations:
• Confident & professional telephone manner with excellent written and verbal communication skills.
• Organisational and prioritisation skills that can adapt to changing priorities with multi-tasking.
• Astute problem-solving skills with the ability to analyse data to reach conclusions.
• Exceptional customer service skills including experience of dealing with diverse customer groups.
• Ability to use online research tools and internal documentation to find resolutions.
• Ability to remain calm under pressure during challenging times.
• Ability to develop and maintain strong customer relationships.

 

Benefits:
As a company that encourages a great work/life balance, we have a strong set of core values and work ethic to help maintain a positive work environment. These include:
• Internal career development and training plans for all team members via the SRD Training Academy.
• 20 days holiday plus bank holidays, increasing by 1 day every year of service to a maximum of 25.
• Your birthday as a holiday each year on top of your holiday allowance.
• Relaxed, modern working environment where we value pushing our analysts forward.
• Access to employee staff discounts portal including Currys, Neals Yard and Vue Cinema.
• Access to a healthcare portal including health checks and a 24/7, 365-day councillor.
• Team challenges and prizes including employee of the month.
• Workwear included to represent yourself and the SRD brand.
• Top-of-the-range computer equipment.
• Regular company social activities.
• Contributory pension scheme.
•Free parking.

 

Licence/Certification:
• Full UK driver’s license with access to own vehicle (required).

 

Interview Process:
• 45 X Minute Microsoft Teams Interview with knowledge test.
• 60 x Minute Face to Face Interview with scenario questions in Taunton.

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Technical Support Analyst
Remote Working

As a Technical Support Analyst, you will be working closely with Senior Support Analysts and Solutions Architect to provide IT support to our managed service clients across the UK. This role requires a key focus on customer care and getting the job done well. The individual will also need to work on multiple tickets at a time whilst meeting the determined SLAs (resolving an average of 30 tickets per day). 

This individual will need to have prior remote working experience, highly motivated and technically minded to join our growing team, providing IT support as part of out fast-paced Service Desk Team. 

 

Responsibilities:
• Answer telephone calls.

• Logging IT queries as tickets within our ticketing system.

• Respond to user software or hardware queries via email and telephone. 

• Support users through the required steps to resolve the issue.

• Escualte to the relevant team if the issue cannot be resolved.

• Update the ticketing system, ensuring all notes have been logged with the required actions.

• Willingness to help, support and offer excellent service to customers and colleagues.

What You’ll Need:
• GCSES grades from A* - C or 9 – 5.
• Educated to College level (A-Levels or BTEC) in IT or equivalent.

•  Experience working within a remote environment.
• Experience working within the IT industry, preferably within an MSP environment.
• Experience using a service desk ticketing system to raise and manage service desk tickets.
• Experience using remote management software to support end-users.
• Experience supporting & administering Microsoft 365 via the 365 Admin Center.
• Experience supporting IT infrastructures including LAN & wireless networking.
• Experience supporting desktops and servers across Windows & Mac OS.
• Experience supporting peripherals such as printers & mobile phones.

 

Expectations:
• Confident & professional telephone manner with excellent written and verbal communication skills.
• Organisational and prioritisation skills that can adapt to changing priorities with multi-tasking.
• Astute problem-solving skills with the ability to analyse data to reach conclusions.
• Exceptional customer service skills including experience of dealing with diverse customer groups.
• Ability to use online research tools and internal documentation to find resolutions.
• Ability to remain calm under pressure during challenging times.
• Ability to develop and maintain strong customer relationships.

 

Benefits:
As a company that encourages a great work/life balance, we have a strong set of core values and work ethic to help maintain a positive work environment. These include:
• Internal career development and training plans for all team members via the SRD Training Academy.
• 20 days holiday plus bank holidays, increasing by 1 day every year of service to a maximum of 25.
• Your birthday as a holiday each year on top of your holiday allowance.
• Relaxed, modern working environment where we value pushing our analysts forward.
• Access to employee staff discounts portal including Currys, Neals Yard and Vue Cinema.
• Access to a healthcare portal including health checks and a 24/7, 365-day councillor.
• Team challenges and prizes including employee of the month.
• Workwear included to represent yourself and the SRD brand.
• Top-of-the-range computer equipment.
• Regular company social activities.
• Contributory pension scheme.
•Free parking.

 

Licence/Certification:
• Full UK driver’s license with access to own vehicle (required).

 

Interview Process:
• 45 X Minute Microsoft Teams Interview with knowledge test.
• 60 x Minute Face to Face Interview with scenario questions in Taunton.

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Junior Technical Support Analyst
Taunton

This is the perfect role for a Junior Technical Support Analyst or someone who is looking to get started within the IT industry. There is room for technical development and personal growth, working with senior IT technicians. 

 

As a Junior Technical Support Analyst, you will be working closely with Technical Support Analysts and Solutions Architects to provide IT support to our managed service clients across the UK.

 

This role will require a committed and driven individual who has a focus on providing customer care and a focus on the client's needs. We are looking for the right person to invest and develop within the business. 

Responsibilities:
• Answer phone calls and logging issues as IT tickets.

• Being the first point of contact for end-users.

• Esculate to the relevant team if the issue cannot be resolved.

• Update the ticketing system, ensuring all notes have been logged with the required actions. 

Expectations:

• Strong interest in IT.

• Confident & Professional telephone manner with excellent written and verbal communication skills.

• Organisational and prioritisation skills that can adapt to changing priorities with multi-tasking.

• Problem-solving skills with the ability to reach a conclusion.

• Good customer service skills.

• Use online research tools and internal documentation to find resolutions.

• Remain calm under pressure during challenging times.

Desirable (Not Essential):

• GCSE grades from A* - C or 9 - 5.

• Experience working within a customer service position. 

Benefits:
As a company that encourages a great work/life balance, we have a strong set of core values and work ethic to help maintain a positive work environment. These include:
• Internal career development and training plans for all team members via the SRD Training Academy.
• 20 days holiday plus bank holidays, increasing by 1 day every year of service to a maximum of 25.
• Your birthday as a holiday each year on top of your holiday allowance.
• Relaxed, modern working environment where we value pushing our analysts forward.
• Access to employee staff discounts portal including Currys, Neals Yard and Vue Cinema.
• Access to a healthcare portal including health checks and a 24/7, 365-day councillor.
• Team challenges and prizes including employee of the month.
• Workwear included to represent yourself and the SRD brand.
• Top-of-the-range computer equipment.
• Regular company social activities.
• Contributory pension scheme.
•Free parking.

 

Licence/Certification:
• Full UK driver’s license with access to own vehicle (required).

 

Technical Support Analyst
Temp Position

Here at SRD Technology UK, we are looking for a Technical Support Analyst on a temporary basis, providing IT support as part of our fast-paced Service Desk Team at our Taunton Office. 

This role requires a key focus on customer care and getting the job done well. This individual will also need to work on multiple tickets whilst meeting the determined SLAs (resolving an average of 30 tickets per day). 

 

Responsibilities:
• Respond to user software or hardware queries via email and telephone.
• Support users through the required steps to resolve the issue.
• Escalate to the relevant team if the issue cannot be resolved.
• Update the ticketing system, ensuring all notes have been logged with the required actions.
• Willingness to help, support and offer excellent service to customers and colleagues.

Expectations:

• Confident & professional telephone manner with excellent written and verbal communication skills.

• Organisational and prioritisation skills that can adapt to changing priorities with multi-tasking.

• Astute problem-solving skills with the ability to analyse data to reach conclusions.

• Exceptional customer service skills including experience of dealing with diverse customer groups.

• Ability to use online research tools and internal documentation to find resolutions.

• Ability to remain calm under pressure during challenging times.

• Ability to develop and maintain strong customer relationships.

Desirable (Not Essential):
• Experience within a Managed Service Provider (MSP).
• Experience using a service desk ticketing system to raise and manage service desk tickets.
• Experience using remote management software to support end-users.
• Experience supporting & administering Microsoft 365 via the 365 Admin Center.
• Experience supporting IT infrastructures including LAN & wireless networking.
• Experience supporting desktops and servers across Windows & Mac OS.
• Experience supporting peripherals such as printers & mobile phones.

 

Benefits:
As a company that encourages a great work/life balance, we have a strong set of core values and work ethic to help maintain a positive work environment. These include:
• Relaxed, modern working environment.

• Team challenges and prizes inclduing employee of the month.

• Top-of-the-range computer equipment.

• Regular company social activities.

• Contributory pension scheme.

Licence/Certification:
• Full UK driver’s license with access to own vehicle (required).

 

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