where necessary while keeping users informed. Remote Support: Provide initial response to user queries via phone, email, or system alerts. Log and categorise tickets in the Fluidity ticketing system (Autotask). Assign tickets to the correct queue and ensure timely follow-ups. Level 2 Troubleshooting: Resolve technical issues and update tickets with accurate time records. Escalate complex issues to More ❯
Chesterfield, Derbyshire, East Midlands, United Kingdom
Baltic Apprenticeships
configuration, antivirus setup, and endpoint protection installation under supervision. Support the implementation of multi-factor authentication and group policy application while following internal procedures. Accurately log support requests using Autotask and escalate issues according to SLA requirements and technical complexity Communicate with users via phone, email, messaging, and video calls, delivering clear and professional customer service. Use internal documentation More ❯
as company processes and standards as per the handbook. To undertake maintenance tasks for monitored systems. To prepare customer hardware or software ready for project delivery. To ensure the Autotask system is fully updated with all activity including notes, to do’s and knowledge bank information. To take on ad hoc project work. To proactively seek feedback on ticket More ❯
