Job Description
This position will require for the successful candidate to work full-time at a customer site, therefore will not suit candidates looking for fully-remote work or living too far from Central London
THE ROLE
We are looking for a Level 2 SD Agent with 360 skills in an MSP and multiple client set-up. This role involves existing intensive project work from day one. It will suit someone who is both ambitious and self-motivated in a very fast paced environment. The successful candidate will take ownership of escalated issues from the Service Desk and work closely alongside the Network Infrastructure team within MicrosoftTM Gold Projects. This is a client facing role, so we are seeking an individual with great commercial acumen and social skills.
We are interested in individuals with a passion for technology and the desire to develop their own skillset.
DUTIES (among others)
- Provide 2nd Line customer facing and remote support structure.
- Provide internal IT support when required.
- Helpdesk and incident management.
- PC and server configuration.
- Firewall configuration and troubleshooting.
- Daily system checks including backup monitoring and reporting.
- Proactively and reactively deliver technical support to Optimity clients as required to meet the demands of our clients and SLAs.
- Maintain and update internal client documentation and logging time and activities in a consistent and timely manner to allow client billing and business metric reporting. Contribute to documenting internal processes.
- Be part of the OOH rota.
- Ensure client satisfaction is always achieved and maintained.
- Communicate diligently with customers: keeping them informed of incident progress, changes or agreed outages.
- Escalate issues that cannot be completed or risk being completed within agreed service levels.
- Remain up-to-date with current and future technologies emerging in the industry.
- Assist in delivering complex projects.
- Manage, plan and deliver non-complex projects.
- Develop knowledge of the customer and how IT relates to their business strategy and goals.
- Display further technical skills in WAN and LAN connectivity, routers, firewalls, security, Operating systems and Optimity’s solutions.
- Create and assist in providing quotes for equipment and services to clients.
This list is not exhaustive, and the tasks assigned might increase as per company’s needs.
MINIMUM REQUIREMENTS
- 3 years’ experience working with an MSP or ISP.
- Windows Server– Working Knowledge of Active directory, Group Policies, DNS, DHCP troubleshooting and administration.
- Microsoft Exchange / Exchange Online.
- Microsoft Office 365 – Fundamentals of stand alone Office 365 and Azure Sync environments.
- Remote Desktop Servers.
- Desktop Support – Windows / Mac / Remote Desktop Session / RDS Farms.
- Networking protocols including TCP/IP.
- Excellent communication skills and the ability to deal with problems and technical issues in a pressurised and time-sensitive environment.
- Experience as a support engineer in a service environment, particularly to SMEs.
- Experience of the tech or ISP sectors.
DESIRED SKILLS:
- Degree educated or equivalent in a science or business subject.
- Knowledge of CRM/ERPs like Oracle/Salesforce, etc.
Job Types: Full-time, Permanent
Salary: £33,000.00-£38,000.00 per year
Benefits:
- Additional leave
- Casual dress
- Company events
- Cycle to work scheme
- Free parking
- Life insurance
- Private medical insurance
- Referral programme
- Sick pay
Schedule:
Ability to commute/relocate:
- London: reliably commute or plan to relocate before starting work (required)
Experience:
- IT support: 3 years (required)
- MSP: 3 years (required)
Work Location: Hybrid remote in London
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