Primary Responsibilities:

• Escalation point for support issues raised and service desk support
• Onsite reactive support and project work

Positions Reporting Into This One:

• None

Key Tasks

• Onsite reactive support
• Outsource Engineer at customer sites
• Completion of small onsite projects such as PC installs, network hardware installs and office moves
• Manage own daily schedule ensuring PSA calendar accurate and up to date
• Monitor, categorise, set priority of incoming tickets
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Ensure service or project issues are resolved or escalated within agreed SLAs
• Support a wide variety of customer-specific line-of-business applications
• IT support relating to technical issues involving Microsoft’s core business applications, as well as virtual environments built on Microsoft, VMware and Citrix
• Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, 365 and Azure
• Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Remote access solution implementation and support: VPN and Remote Desktop Services
• Technical services and support of VoIP telephony solutions
• Support of any other software, service, tool, or hardware relating to a customer’s IT requirements
• Hardware fault diagnosis and repair
• Out of hours 24/7 remote support and Weekend onsite support (8am-6pm) on a rota basis
• Enter time and expenses on PSA system

Knowledge, Skills, And/Or Abilities Required:

To perform this job successfully, you must be competent in performing your daily tasks self-managed. Below are the prerequisites we require to be able to fulfil this role.

Key Outputs

• Meeting SLA’s, KPI’s, and profitability targets
• Customer satisfaction

Key Skills Required

• Good analytical/problem solving skills
• Outstanding customer care, active listening, and communication skills
• Good numerical and literacy skills and good levels of computer literacy
• Ability to work in fast-moving environment, multi-task and adapt to changes quickly
• In-depth knowledge of the service catalogue and how It relates to customer’s needs
• Team player
• Can do attitude
• Self-starter
• Time management
• Business awareness
• Confidentiality
• A full UK driving license will be essential for this role

Key Experience Required

• Strong understanding and technical background in an MSP
• Proven methodology in fault finding and troubleshooting techniques
• Familiar with all Microsoft technologies – Office 365, Windows 7-10, Server 2008-2016, AD, Exchange, Hyper V
• Experience with VoIP telephony, both hosted and on premise

Additional Requirements

• Be an effective member of the team, recognising, respecting, and promoting the different roles and diversity of the individuals in the team and presenting a positive impression of the team and the organisation
• Improve customer service perception and satisfaction

Education & Training Requirements

• Professional IT Certifications – MCP, MCSA, Vendor led qualifications
• GCSE Level 4 or above in Maths and English Language
• Full clean driving license

Desirable Qualifications

• ITIL Foundation

Personal Skills

• Can do attitude
• Self-starter, its not a job, it’s a career
• Outstanding communications skills, the kind client love and want to call to speak to you
• Friendly, polite and secretly geeky
• To possess initiative with an inquisitive nature, unafraid to ask appropriate questions
• Go the extra mile when needed – part of the team and extra hours if it gets the job done
• Ability to work in a fast-moving environment, multi-task and adapt to changes quickly
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Service awareness of all client’s key IT services for which support is being provided