Main Purpose of Job
- Reporting to the Hubs/Service Management Lead, your prime responsibility will include being an expert on our customer servers and systems, providing technical support for IT equipment for our clients customer systems, our internal corporate and global remote sites.
- Work as part of the Service Management team delivering a quality 24/7 service to MSP/MSSP customers on a variety of hardware and software products. Including promoting and explaining services/products to customers
- Provide day to day hands on technical support, administration and management of the customer managed IT Infrastructure and projects,
- Monitor and support computer hardware (servers, NAS, SANs, IP phones, mobile devices, workstations, peripherals etc.), operating systems, software and applications as well as resolve any technical issues that arise.
- Carry out daily, weekly, monthly duties and applicable tasks as requested by the Hubs/Service Management Lead.
- Existing solutions you will be involved as part of a team in monitoring/supporting include our in-house product ranges incorporating Sophos, VMware, Windows Server, VoIP platforms, email services, file replication, hotspot solutions, software distribution, web filtering, firewalling, virtualisation, high availability and video entertainment services.

Key Tasks
- Assist with the administration of nominated customer IT equipment and networks, including:
o Monitoring systems/services
o Generate/Review reports for systems/services
o Ensure support tickets are responded to in time and appropriately
o Ensure SW/Firmware is maintained and up to date
o Ensure Redundancy is monitored and maintained
o Maintaining an up-to-date Patch Register
o Escalating issues to internal teams for resolution with SLAs
o Reporting issues/updates/resolutions to customers
o Supporting the Systems Management team where required

- Ensuring the smooth running and patching of the desktop environment. Monitoring usage/performance, ensuring they are working efficiently, including tight controls on hardware/software obsolesce
- Be part of the support team for customer's users fault finding and solving problems, ensuring you own the problem until resolved ensuring users are regularly informed of progress and that all issues are logged within the ticketing system.
- Follow departmental change control process and procedures.
- Work within the remit of the companies cyber security policies.
Support the Systems Management Team as required in providing:
- Support the IT Hosting Infrastructure as required including Storage, Virtual Environments, Email, Backups(recovery/monitoring)
- Support the IT Security Infrastructure as required, including Antivirus, Update/Patch management, Web Filtering
Asset Management Responsibilities include:
- Maintain user assets (including software licences) inventory and update changes when kit is moved/deployed within the company. Perform regular auditing of the asset register.
- Maintain software compliance for all desktop operating systems, desktop application and client licences
- Continuous evaluation of existing processes/procedures ensuring Desktop Support is carried out in the most efficient and effective manner, working with the Hubs/Service Management Lead to initiate appropriate best practice and corrective action.
- Be part of the 24/7 on call rota responding to calls as required

Decision Making & Judgement

The job holder will make informed decisions:
- In resolving conflicting work priorities
- As to the most efficient resolution of escalated customer issues
The job holder will demonstrate:
- An appreciation of commercial issues in all dealings with customers and suppliers.
- Sound engineering judgement
- Adaptability and Flexibility in an interesting and demanding work environment
- The ability to multi-task, work on your own initiative, prioritise workload, and able to solve problems efficiently.
- Discretion and reliability.
- A logical approach to problem solving and co-ordination of the information gathered to assist the technical team where necessary.
- The day-to-day decision making for delivery and support of customer services reporting issues to the Hubs/Service Management Lead.

Experience/Skills/Qualifications
Mandatory
* HND/ Degree or equivalent in Computing or related discipline OR at least 2 years applicable experience working in a demanding environment within a busy 100+ user network including remote sites/users.
* A broad range of technical skills is required in terms of diverse IT hardware and business applications.
* A sound technical knowledge of core Microsoft Windows 10/11 desktop environments, including troubleshooting, patching
* A sound technical knowledge of Windows Server 2019/2022 administration skills
* A good understanding of IT Security (anti-virus, hard drive encryption, authentication)
* Previous experience covering 1st/2nd line support roles and working in an MSP environment.
Desirable
* A sound technical knowledge of any of the following: Endpoint Central, Veeam, PRTG
* A sound technical knowledge of Virtual Environments (VMware)
* Experience of administering and supporting Mitel phone system.
* Relevant Microsoft qualifications

Our Client is a Disability Confident Employer

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