Information Technology Support Consultant

Infinigate Group; Fareham; Hybrid; GBP 24,000 - 28,000; Full time

Job summary

A cloud distribution firm is seeking an IT Support Consultant to provide technical support and manage partner queries. Located in Fareham, this hybrid role involves 3 days in the office and 2 remote after training. Candidates should have technical troubleshooting skills, excellent communication abilities, and a customer-oriented mindset. A competitive salary of £24,000 plus commission awaits the right individual, alongside generous benefits including annual leave and an electric car scheme.

Benefits

Sales commission

25 days annual leave

Electric Car Lease Scheme

Life assurance

5% matched pension contributions

Private medical insurance

Employee assistance program

Free parking

Qualifications

• 12 months of relevant exposure working in a similar role or a relevant degree.
• Strong written and verbal communication skills.
• Excellent organizational and time management abilities.

Responsibilities

• Provide reactive technical support efficiently via phone and email.
• Manage and resolve partner support tickets promptly.
• Enhance partner satisfaction through excellent customer service.

Skills

Technical troubleshooting

Clear verbal communication

Written communication

Customer service

Time management

Microsoft Office skills

Education

Relevant degree or qualifications in IT

Job description

Infinigate Cloud is an award-winning cloud distributor and Microsoft Indirect Provider offering a value-add service to customers with a portfolio of cloud, managed and professional services.

Infinigate Cloud place ‘people’ at the heart of all we do – whether that is our partners, their customers or the wealth of carefully selected subject matter experts that make up our team. We set our company values to reflect this, and we hire against them. Our purpose is to help our partners grow profitable, future-proof cloud businesses achieving sustainable and long‑term growth. Infinigate Cloud is only successful if our partners are successful.

Role Purpose

Infinigate Cloud is seeking a driven IT Support Consultant to join their evolving team based in Fareham to deliver effective support to our partners. Are you building a career in IT, newly graduated or have gained exposure to a technical support environment? If “yes”, this role could be ideal career stepping stone to develop your technical capabilities whilst utilising your existing communication and customer service skillset to manage a busy partner query caseload.

We are pleased to offer this role as a hybrid opportunity, 3 days in office and 2 from home following an initial 4‑week training period during which time, you will need to attend our office 5 days per week. This is a permanent role that follows a team shift pattern within the core business hours.

Duties & Responsibilities

Technical Support

• Primary point of contact for our partners, responsible for providing reactive technical support by efficiently responding to inbound enquiries, primarily by answering inbound phone calls, responding to emails, and raising the resulting support tickets accordingly
• Overall accountability for proactively managing support enquiries, taking ownership of support tickets from an initial first contact through to a satisfactory resolution. Accountable for the management of escalations within other business units and 3rd party vendors, ensuring that updates are delivered with clear and concise communication, within an appropriate time frame
• Accountable for the accurate scoping and implementation of new provisions, changes to services and partner onboarding onto Infinigate Cloud’s platforms for our partners, delivering an efficient and professional service in a timely manner, within SLA and to business KPIs

Partner Satisfaction

• Provide an excellent level of customer service, ensuring a world class customer experience, resulting in maintaining or improving upon our world class Net Promoter Score (NPS)
• Deliver professional, timely, and clear communications to both our internal teams and external partners for all support tickets, resulting in higher efficiency and productivity
• Continually reviewing, recommending, and implementing opportunities for improvement, to protect and enhance the partner experience, consequently driving improvements in satisfaction

Non-Technical Support

• Responsible for ensuring the use and execution of all processes and work instructions relevant to the role, identifying opportunities for improvement of processes and assisting with any supporting documentation where appropriate
• Actively increase own knowledge of all products and services in our portfolio, including vendor products and our internal systems. Proactively sharing knowledge gained with the rest of the team internally, and externally with our partners to educate and upskill, including creation of knowledge articles
• Ensure that team priorities are delivered within SLA, including the ongoing management of tickets in your workload, meanwhile ensuring your availability to prioritize inbound calls, ensuring appropriate handovers are produced when required. This is a proactive role; you are responsible for ensuring that you are picking up appropriate tasks of your own volition, working with the wider team to achieve department targets.

General Skills

• 12 months relevant exposure working in a similar role OR
• Relevant degree or qualifications in IT or comparable subject
• Competent PC user with strong Microsoft Office suite skills
• Demonstrable interest in IT with an aptitude for technical troubleshooting
• Able to demonstrate strong written and clear verbal communication skills
• Able to demonstrate excellent organisational and time management skills
• Excellent customer service skills, taking ownership of issues from reporting through to resolution to promote partner satisfaction and positive feedback
• Demonstrable experience in handling difficult and complicated issues, turning a negative issue into a positive partner outcome

Personal requirements

• Own it! Solution focused, takes accountability for own actions, and constantly strives for greater results
• Aim high! Confident and professional with excellent interpersonal, written, and verbal communication skills
• Be open! Flexible style, able to work as part of a cohesive team and independently using own initiative
• £24,000 salary per annum + £2,000 variable commission
• 25 days annual leave rising to 28 days length of service, plus bank holidays.
• Day off on your birthday.
• Electric Car Lease Scheme
• Life assurance of 4 x basic salary and group income protection from start date
• 5% employer matched pension contributions after 3 months service.
• Individual cover for private medical insurance and healthcare cash plan following successful completion of probationary period.
• Hybrid working arrangements and standard office working hours are 9am – 5.30pm
• Employee assistance programme for practical and emotional support.
• Free parking and complimentary refreshments onsite.

Infinigate Group are committed to creating a diverse and inclusive workplace where differences are not only accepted but also valued and appreciated. If any reasonable adjustments would support you through the recruitment process, then please get in touch at [e-mail]

If you are interested in applying for this role or have any additional queries on the role, please submit your CV quoting ‘Support Consultant’ to [e-mail].