A small but growing well established IT company that offers Outsourced IT to small & medium businesses around the North West area in need of an additional team member, to assist the Director with resolving client IT issues.

You will have at least 3 years’ experience of working in an IT role involving planned & reactive issues.

The role will involve both office-based work, overseeing the service desk, fixing customers issues remotely, and travelling to customers sites to deal with issues that cannot be resolved remotely. Happy to adapt to the customers environments, and work out solutions to each issue, this will be a varied and interesting role with a small but growing company with a bright future.

THE RIGHT PERSON FOR THE JOB

Someone willing to get involved in any level of job, from the smallest simplest job through to major projects and everything in between – So your capability to do this, and your willingness are key factors

A confident communicator, able to discuss IT matters in easy to understand terms with clients

A problem solving nature is also essential to this role, finding clever ways to resolve issues where there may not be a set process to follow, and where you feel you need to check back with your employer about the best course of action to take, you will naturally come with suggested ideas on how you would deal with the matter in hand

A complete finisher, someone who wants to see a job through to its satisfactory completion, checking that the customer is happy with the outcome

Adaptable and able to cope in unfamiliar environments, as you will visit a wide range of clients where the IT set up varies greatly

Detail oriented, and competent in collecting key information on customer IT systems to be logged on the in-house system, e.g. if you get to site and details such as broadband provider have changed, capturing that data

Overall, the successful applicant needs to be someone who feels passionate about getting involved with and supporting the growth of a small Outsourced IT Support business. You will be a vital part of the foundations of this growing IT support business, where there will be opportunities to develop as the company grows.

EXPERIENCE

Minimum of 3 years’ experience in generalist IT support, you may have worked in roles such as IT Support Technician or 3rd level support (having already done 1st & 2Nd level)

Due to the variety of IT issues that come in, having experience in 1st level or 2nd level support is unlikely to be enough for this role. Ideally you will have the knowledge required for 3rd. level support.

Must have experienced addressing a wide range of IT issues, both planned & reactive across multiple sites.

TYPICAL DUTIES:

You represent the IT solution to the client.  Beside the typical IT Support requests that are received on a daily basis, we are looking for somebody who can work in a reactive way to meet client changing needs, as well as working on planned tasks, this is a hugely varied role, with some office based and sometime based at various client premises. Working days are generally difficult to predict or plan, as they are a result of client’s IT issues, some which require immediate attention, others which are planned maintenance jobs.

Examples of tasks include:

Responding to emergency calls whereby either remote assistance of a site visit is required and factoring these emergencies into the already planned day.

Producing weekly reports to demonstrate that SLA’s have been achieved for the Technical Team.

Assisting the Technical Director with Project Planning and   working closely with them on a daily basis to ensure the smooth efficient running of the department.

In this small company, the Director is currently solely responsible for the vast majority of IT issues, and is therefore working under pressure, so a person who is able to think on their feet and find a solution to an issue is ideal for this role as they will be expected to take over the day to day support currently provided by the Director.

QUALIFICATIONS/EXPERIENCE

Ideally you will have the following qualifications:

MCSE/MCSA MCP

CompTIA

An idea of experience would be:

SBS 2008 onwards

SBS Exchange

Office 365 including Azure, Power BI, Teams etc.

Networking

Firewalls

Anti Virus implementation and management

Please apply below and a member of the team will be in touch!