Careers

Salary: £16-20K Experience and certification dependant

Skills:

• Excellent communication skills (specifically Verbal)
• Professional Attitude
• Be forthcoming and have a ‘can-do’ attitude
• Have a good understanding of impact and urgency
• Ability to work on own initiative and manage own workload
• Provide 1st and 2nd line support to our clients both onsite and offsite
• Escalate tickets effectively if required
• Proactively help resolve tickets and if required assist the 3rd line with new projects or onboarding
• Be proactive in identifying new technologies and highlight any weaknesses in their current workings
• Ensure customers SLA’s are met
• Follow company processes as documented (plus help develop them further)

Technical Skills:

• Ability to identify and solve PC/Server hardware and software issues
• Excellent Microsoft knowledge including Windows and Server O/S
• Good understanding of Networking infrastructure (LAN/vLAN/WAN)
• Good knowledge of routers/firewalls
• Good knowledge of switches
• Experience of working with Office 365/Azure
• Wide understanding of all technologies and be comfortable troubleshooting
• 1-2 years of proven previous experience on help desk or as onsite engineer
• Experience with virtualisation
• Ability to perform basic troubleshooting (network, client and server) of issues

Responsibilities:

• You will be expected to take calls and work through helpdesk tickets, potentially having the opportunity to go on-site and visit clients
• This is a new team due to expansion of the business. The role will be diverse and challenging, with early successful applicants offered opportunities to advance.
• You will need to thrive on multi-tasking as you complete tasks such as installing servers, replacing workstations, resolving OS faults as well as identifying and resolving network connectivity issues.
• You will be given responsibility for your own projects (experience dependant) where you will be opportunity to manage all technical aspects whilst maintaining constant liaison with the client.
• You will primarily use the products and services within our established portfolio to recognise new business opportunities, escalating them into new sales. The role includes making suggestions to the client concerning future improvements in line with their individual business needs.

Other details/requirements: Network / IT Support Engineer would need Helpdesk, Server, Desktop, Office 365 and Exchange experience required to join us as we build a new team of IT support engineers, based outside of Canterbury. You will be joining a small team looking to grow quickly that pride itself on training and development and to ensure that our clients' IT systems are operating to maximum potential. You will be part of a new team working in-house and onsite when required, providing general and focused I.T. services. To engage in problem investigation/resolutions and ensure their satisfactory conclusion quickly and effectively. Opportunity to train and develop further whilst gaining necessary experience. This offer is for a permanent position with 37.5 hours per week and 20 days of holiday entitlement with additional benefits. OOH work will be required at times with appropriate remediation. Full driving license required.

Salary: £30,000 – £40,000

What you will be doing:

• Ensuring accurate and timely resolution of incidents and requests in line with published Service Level Agreements (SLA’s).
• Manage customer escalations and conflicts to resolve immediate issues.
• Act as the technical escalation for team members (1st line and 2nd line support).
• Conduct weekly 1:1’s to support, coach and hold team members to account for their KPI’s and their development goals • Conduct Quarterly Performance Reviews.
• Ensure that incident reviews are undertaken, written up and the lessons learned implemented.
• Actively promote excellent customer service for all front-line service delivery, constantly seeking ways to improve customer experience and satisfaction.
• Provide data and reporting of KPI’s and trends to ensure the service is suitably managed and optimised and provide such data and reporting to management and others in ad-hoc, weekly, monthly and as needed.
• Fulfill the scope and key objectives of a project, be responsible for the scheduling, assignment and delivery, with satisfaction, to completion.

What we need from you:

• Significant experience as a hands-on Service Desk Team Leader / Manager.
• Proven record in people management.
• Excellent interpersonal and written communication skills, able to communicate in a clear manner be able to use varying styles to suit the occasion and audience.
• Strong ability to train, develop, motivate and mentor and support team members in correspondence with the company and departmental objectives.
• An innovative and self-motivated person, who is dedicated to the end goal of operational performance improvements in the IT Service Desk and business wide.
• Capable of driving the performance of the service desk team, ability to analyse and interpret metrics in order to drive the service.
• Highly organised, structured, self-starter, with the ability to maintain and drive a positive working environment.
• Attention to detail, ability to work to tight deadlines. Ability to mitigate risks and manage issues to resolution
• Act as a technical escalation for junior engineers.
• Has the ability to develop a team in both soft and technical skills

About the role:

Due to continued success, IT Outcomes have an exciting opportunity for an experienced Service Desk Team Lead or Service Desk Manager to join our Service Delivery team. Founded in 2014 IT Outcomes has grown from strength-to-strength as a Managed Service Provider. We take pride in having an employee-centric environment and are strong believers in developing the skills, knowledge and resource of our small workforce.

As a Senior team member, you will be responsible for the delivery of exceptional levels of service and support to both our growing client base and internal systems. You will be reporting directly to senior management and will have line management responsibility for the service desk team. The Service Desk Manager will ensure the support model aligns with the ITIL framework, provide data and reporting of KPI’s whilst working with the team to create an effective resource model, ensuring SLA compliance whilst developing and supporting a customer focussed service support team. When the situation demands, you will also need to assist with the duties of a 3rd Line Service Desk Engineer, acting as an escalation point for 1st and 2nd Line Service Desk Engineers, therefore you will need to be more than technically competent.

In this role, you will need to deliver the key objectives of projects, responsible for the scheduling and assignment of a project through to transitioning it back into the managed services internal support desk. Continually be able to develop and communicate project plans along with their current status to a range of stakeholders.

Our ideal candidate will be an experienced Service Desk Team Lead or Manager with a Managed Service Provider background. You will be a motivated, natural problem solver with the ability to work in a fast-paced environment. A passion for IT and providing outstanding customer service is essential. You should not only have a business mindset and be capable of meeting the company goals set by the directors, but also be “naturally wired” towards mentorship. This would be a great position for someone with a technical background wishing to develop and grow their managerial and business skillsets within a small but growing and ambitious MSP alongside a highly motivated team. Someone who is looking to make a real difference within a company which is open to new ideas and develop and grow, their own role, their team and ultimately department into something bigger and is looking to make an impact.

Although this will be a demanding FT role, we would consider for the right person a more flexible part time pro rata’d position with aligned targets and goals.