Information Technology Support ConsultantInfinigate Cloud • Fareham, England, United Kingdom
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Information Technology Support Consultant
Infinigate Cloud
- Fareham, England, United Kingdom
- Fareham, England, United Kingdom
About
Infinigate Cloud places ‘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. This role is an ideal stepping stone for those newly graduated or with exposure to a technical support environment, combining technical capabilities with strong communication and customer service skills to manage a busy partner query caseload.
This is a permanent hybrid role – 3 days in office and 2 days from home after an initial 4‑week training period during which you will attend the office 5 days a week. The position follows a team shift pattern within core business hours.
Duties & Responsibilities Technical Support
Primary point of contact for partners, providing reactive technical support by answering inbound phone calls, responding to emails, and raising support tickets as required.
Accountable for managing support enquiries from first contact to satisfactory resolution, including escalations to other business units and third‑party vendors, ensuring timely, clear communication.
Responsible for scoping and implementing new provisions, service changes, and partner onboarding onto Infinigate Cloud’s platforms, delivering an efficient, professional service within SLA and business KPIs.
Partner Satisfaction
Deliver an excellent level of customer service to maintain or improve our world‑class Net Promoter Score (NPS).
Provide professional, timely, and clear communications to internal teams and external partners for all support tickets, improving efficiency and productivity.
Continuously review, recommend, and implement opportunities for improvement to enhance the partner experience and drive satisfaction gains.
Non‑Technical Support
Ensure use and execution of all relevant processes and work instructions, identifying process improvement opportunities and assisting with supporting documentation.
Proactively increase knowledge of all products and services in the portfolio, including vendor products and internal systems, sharing knowledge with the team and partners to educate and upskill.
Ensure team priorities are met within SLA, managing ticket workload and prioritising inbound calls, and volunteering appropriate tasks to support department targets.
General Skills
12 months relevant exposure working in a similar role OR a relevant degree or qualification in IT or a comparable subject.
Competent PC user with strong Microsoft Office suite skills.
Demonstrable interest in IT with an aptitude for technical troubleshooting.
Strong written and verbal communication skills.
Excellent organisational and time‑management skills.
Excellent customer service skills, taking ownership of issues from reporting to resolution to promote partner satisfaction and positive feedback.
Experience handling difficult and complicated issues, turning negative outcomes into positive partner results.
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 with length of service, plus bank holidays.
Day off on your birthday.
Electric Car Lease Scheme.
Life assurance of 4× 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 probation.
Hybrid working arrangements; standard office hours are 9 am – 5:30 pm.
Employee assistance programme for practical and emotional support.
Free parking and complimentary refreshments onsite.
If you are interested in applying for this role or have any additional queries, please submit your CV quoting ‘Support Consultant’ to JobsUK@Infinigate.com.
Infinigate Group is 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, please get in touch at JobsUK@infinigate.com.
Seniority level Entry level
Employment type Full‑time
Job function Customer Service and Information Technology
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Languages
- English
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