About Us

intY, a ScanSource Company, is an award-winning pioneer for the distribution of cloud services from the biggest cloud software vendors in the world, including Microsoft, Acronis and Symantec. CASCADE, intY’s self-service portal and the original cloud marketplace, enables partners to seamlessly order and manage cloud services for their customers 24/7. This is all underpinned by intY’s phenomenal people and exceptional multi-vendor support.

Since it was founded in 1997, intY has developed unparalleled expertise and knowledge in distributing cloud services, ensuring that partners have access to the latest cloud solutions at a competitive price, with the training and support to go to market fast.  In July 2019 intY was acquired by ScanSource, a leading global provider of technology products and solutions. intY’s breadth of experience and success in the cloud marketplace is reflected not only in its global reach, with operations in the UK, US and main-land Europe, but also in the depth of its partnerships with the biggest names in the industry. Winning Cloud Distributor of the Year at the 2017 and 2018 CRN Awards, intY is a Microsoft CSP Indirect Provider, Microsoft Gold Partner, Symantec’s 2017 Partner of the Year & first cloud aggregator partner and an Acronis Platinum partner.

The Job

The role of Technical Support Engineer is a customer-facing desk-based telephone support role reporting directly to the Head of Technical Services. 

The Technical Support Engineer will be responsible for providing consultative support services to a global network of channel partners of intY and is capable of providing 1st, 2nd and 3rd line escalated support across a breadth of cloud services from vendors, including, but not limited to, Microsoft, Symantec, Acronis, Veritas and Exclaimer. intY will be offering a 24/7 support desk and so the role of Technical Support Engineer will be shift-based. 

The individual will hold relevant technical capabilities demonstrating the ability to support our existing vendor solutions, as well as demonstrating a willingness to learn and develop greater understandings and capabilities with both existing and new vendor solutions. Above all else, this is a customer-facing role and so Partner Concierge is expected to deliver a ‘World Class’ customer experience for every partner that they interact with as well as demonstrating the core values of intY and providing a ‘World Class’ and consistent customer experience.

Responsibilities

Responsibilities

Provide 1st and 2nd line support to partners and customers of intY
Liaise with 3rd party vendors, such as Microsoft, Symantec and Acronis, regarding technical cases and upcoming changes
Liaise with 3rd party vendors to escalate and resolve cases that cannot be resolved in-house
The management and ownership of a support ticket through to resolution – this is a cradle-to-grave ticketing approach
Management of internal IT and any other operational needs.
Undertaking professional service takes as and when directed by the Head of Partner Concierge
Provide ‘World Class’ customer engagement.
Effective case management in line with defined processes. Liaising with end users and customer’s IT Support Staff to resolve Issues within pre-defined SLAs
Contribute to Knowledge Base and Newsletter Articles to aid team members to troubleshoot similar problem

Required Skills

Required Skills

High regard for customer satisfaction.
You will have at least 2 years’ experience working on a IT Help Desk
Good written and verbal communication skills
Experience with on-boarding, support and off-boarding customer journeys
An in depth understanding of DNS record types and their functions
Ability to transform complex information into succinct bite sized chunks for less technical customers
Understanding of relevant cloud technologies and how they piece together to support business functions
Comfortable working in a fast paced and dynamic environment
Equally adept at working well as part of a team or autonomously
Self-starter and self-motivated with a proactive ‘can do’ approach

Preferred Skills

Preferred Skills

Experience working with a range of cloud technologies (focus on Office 365 desired)
Experience of Microsoft Windows 7, 8, 10 and MAC (not all required)
Previous experience in a KPI and target focused environment
Exposure with liaising with Vendor or 3rd party technical teams
Exposure to Power BI, CRM or any user analytics platforms
Experience or basic understanding of working within an ITIL, ISO or relevant standards environment
Experieince in email and data migrations; either cloud to cloud or on prem to cloud
At least one Microsoft accreditation such as Exchange Serve, Azure or Microsoft 365

Personal Attributes

Personal Attributes

Positivity, enthusiasm and tenacity
High work ethic, focused and driven
Ability to work within a high-performing team and an organisation currently in hyper-growth
Ability and willingness to learn
Ability to cope with high pressure situation while diligently working to provide qualitative resolutions
Organised with a high regard for time management and prioritisation
Able to cope with high case loads when they do arise aswell as able to utilise quiet time to improve abilities when case volumes are low
Team player with the ability to work on your own initiative

The package

The package

A 37.5h per week contract that promotes flexible working
25 days holiday + bank holidays
Group Personal Pension scheme
Group Life Assurance scheme
Group Private Medical insurance
Group Income Protection scheme
Employee Assistance Program (EAP)
Perkbox access to discounted goods
Free parking on site
Discounted gym membership anywhere in UK
Fun, collaborative environment - days/ nights out, sports events etc
The opportunity to join a rapidly growing business within a progressive industry

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intY endorses the principle of equality and will strive to ensure that everyone has a genuine and equal opportunity to participate to the full extent of their own ambitions and abilities, regardless of age, disability, gender reassignment, marital or civil partnership status, pregnancy or maternity, race, religion and belief, and sex or sexual orientation. Employees can be assured of an environment in which their rights, dignity and individual worth are respected, and in particular that they are able to enjoy their employment with intY.

For further information on how we collect and use your personal data during the application process, please read our job application privacy notice here.

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