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  • Basildon, Essex
    • Permanent
  • 09 Mar 2020

3rd Line IT Support

  • The main duties of the role will be to ensure the progression and swift resolution of calls logged with the Service Desk and delivering superior services in line with Service Level Agreements and managing client expectations.

Purpose:

  • Handle escalated calls from first/second line Service Desk
  • Administer and maintain customer infrastructure, including Active Directory, LAN, Internet access, firewalls and Exchange/Office 365
  • Administer VMware and Citrix Infrastructures including SAN environments
  • Administer Avaya telephony systems
  • Monitor and troubleshoot server and network performance utilising the monitoring system to ensure any necessary action is taken
  • Administer backup and disaster recovery systems and processes
  • Management of relationships with third parties and suppliers
  • Keep operational documentation up-to-date

Technical skills:

  • Excellent knowledge of Microsoft Windows Server 2003/2008/2012 including NLB and clustering
  • Strong knowledge of Microsoft Exchange Server and Office 365
  • Thorough knowledge/experience of troubleshooting networking protocols and technologies such as TCP/IP, DNS, DHCP, routing and vLANs
  • Strong Knowledge of backup and DR services (Backup Exec, Datto, Azure)
  • Experience in installing, configuring and managing Cisco switches and routers.
  • Good knowledge of Avaya phone systems
  • Knowledge of iSCSI/Fibre channel Storage Area Networks, such as EMC
  • Knowledge of Windows Script Host/VBScript/ PowerShell
  • Experience of patch management deployment/Windows Software Update Services
  • Good knowledge of Microsoft Windows 7+
  • Understanding of VOIP
  • Ability to perform Research and Development into systems in preparation for implementation/third line support

Education/Qualifications/Qualities:

  • A strong desire and focus on continued improvements and personal development
  • A desire to be part of an overall team and achieve team goals
  • To continually strive to improve overall firm effectiveness
  • Strong communicator
  • Natural aptitude for troubleshooting and problem solving
  • Proven ability to work under pressure and with other people
  • Strong time management and self-motivation skills
  • Keeping up to date with current industry trends and emerging technologies and best practices
  • Must be able to demonstrate a 'customer first' approach to support
  • 3 years + experience on a helpdesk, technical support or similar role
  • Experience of working for an MSP

If you are interested in this role and believe you match the criteria above, I am looking to shortlist this position immediately so do not delay in applying or call Jass on (phone number removed).

Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.

  • Basildon, Essex
    • Permanent
  • 09 Mar 2020

3rd Line IT Support

  • The main duties of the role will be to ensure the progression and swift resolution of calls logged with the Service Desk and delivering superior services in line with Service Level Agreements and managing client expectations.

Purpose:

  • Handle escalated calls from first/second line Service Desk
  • Administer and maintain customer infrastructure, including Active Directory, LAN, Internet access, firewalls and Exchange/Office 365
  • Administer VMware and Citrix Infrastructures including SAN environments
  • Administer Avaya telephony systems
  • Monitor and troubleshoot server and network performance utilising the monitoring system to ensure any necessary action is taken
  • Administer backup and disaster recovery systems and processes
  • Management of relationships with third parties and suppliers
  • Keep operational documentation up-to-date

Technical skills:

  • Excellent knowledge of Microsoft Windows Server 2003/2008/2012 including NLB and clustering
  • Strong knowledge of Microsoft Exchange Server and Office 365
  • Thorough knowledge/experience of troubleshooting networking protocols and technologies such as TCP/IP, DNS, DHCP, routing and vLANs
  • Strong Knowledge of backup and DR services (Backup Exec, Datto, Azure)
  • Experience in installing, configuring and managing Cisco switches and routers.
  • Good knowledge of Avaya phone systems
  • Knowledge of iSCSI/Fibre channel Storage Area Networks, such as EMC
  • Knowledge of Windows Script Host/VBScript/ PowerShell
  • Experience of patch management deployment/Windows Software Update Services
  • Good knowledge of Microsoft Windows 7+
  • Understanding of VOIP
  • Ability to perform Research and Development into systems in preparation for implementation/third line support

Education/Qualifications/Qualities:

  • A strong desire and focus on continued improvements and personal development
  • A desire to be part of an overall team and achieve team goals
  • To continually strive to improve overall firm effectiveness
  • Strong communicator
  • Natural aptitude for troubleshooting and problem solving
  • Proven ability to work under pressure and with other people
  • Strong time management and self-motivation skills
  • Keeping up to date with current industry trends and emerging technologies and best practices
  • Must be able to demonstrate a 'customer first' approach to support
  • 3 years + experience on a helpdesk, technical support or similar role
  • Experience of working for an MSP

If you are interested in this role and believe you match the criteria above, I am looking to shortlist this position immediately so do not delay in applying or call Jass on (phone number removed).

Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.

  • Godalming, Surrey
  • £27,000 - £31,000/annum Benefits
    • Permanent
  • 09 Mar 2020

Level 2 Service Desk Engineer

An exciting opportunity has opened for an experienced 2nd line support engineer to join a dynamic and fast paced organisation. The successful candidate will be responsible for providing remote support to several customers, they will have excellent communication skills and be skilled in problem diagnoses and will have the ability to communicate technical information in a clear and understandable manner to non-technical stakeholders.

Role

Job title: Level 2 Service Desk Engineer

Location: Surrey

Hours of work: 37.5 Hours per week Monday to Friday (09.00 - 17.30)

Reporting to: Service Desk Team Leader

Main responsibilities:

  • Escalation point for Level 1 engineers
  • Aid in the resolution of Major incidents
  • Assure regular and timely response based on customer SLAs to email and telephone assistance requests
  • Build partnerships with users by regularly demonstrating expertise and professionalism, work with internal and external resources to resolve issues quickly
  • Develop and document procedures/technical resolution as part of building a training library, highlighting training requirements for the team
  • Monitor, update, escalate and close tickets assigned to personal queue
  • Provide detailed technical troubleshooting notes
  • Process overflow calls during periods of high demand

Requirements:

Essential:

  • At least two years' experience in a similar role
  • Ability to listen to a user explain a problem, determine the probable cause and logically take the user through a step-by-step problem determination procedure either in person, over the telephone or IM chat
  • Experience working with ticketing systems such as ServiceNow
  • Knowledge and understanding of working to defined SLAs and KPIs
  • Demonstrable experience with the following technologies.
    • Microsoft Windows Desktop/Server Operating Systems, Microsoft Office Suite 2013/2016, Exchange, Skype for Business, Microsoft Teams, Active Directory, Office 365, SharePoint VMWare vSphere, Microsoft Hyper-V, Citrix, SQL Server, SolarWinds, Microsoft SCCM, Intune, Azure
  • Understanding of TCP/IP networking
  • Understanding of ITIL workflows and practices covering Incident, Problem, Change and Request Management
  • A punctual and thorough work ethic, with astute attention to detail
  • Confidence to pursue necessary investigations and apply theories to ensure integrity of data and systems
  • Planning and self-organisation ability, demonstrating the ability to prioritise and meet required deadlines
  • Excellent verbal and written communication skills with ability to communicate at all levels
  • A conscientious team player with high level of self-motivation that knows when to seek guidance and escalate
  • Flexible with the ability to change priorities quickly and the capacity to handle multiple tasks in a fast-paced, changing environment, assisting outside working hours on occasion
  • Self-starter, able to work independently but also a strong, dependable team player
  • Prepared to 'go the extra mile' in delivering service on time and to the highest standards
  • Strong emphasis on delivering an excellent customer experience, while working under pressure with urgency, with an ability to communicate professionally to all levels of the business.
  • Excellent interpersonal and client-facing skills
  • Proven ability to thrive in a busy working environment
  • Deadline orientated with the ability to multitask and problem solve
  • High levels of accuracy, good numerical ability and reporting skills
  • Analytical, a keen eye for detail and intuitive nature, demonstrating the ability to problem solve

Desirable:

  • Microsoft certifications
  • Qualification in ITIL
  • Understanding of ISO 27001 principles

Security Screening

It is a requirement of employment that employees pass a security screening to Baseline Personnel Security Standard.

  • Godalming, Surrey
  • £27,000 - £31,000/annum Benefits
    • Permanent
  • 09 Mar 2020

Level 2 Service Desk Engineer

An exciting opportunity has opened for an experienced 2nd line support engineer to join a dynamic and fast paced organisation. The successful candidate will be responsible for providing remote support to several customers, they will have excellent communication skills and be skilled in problem diagnoses and will have the ability to communicate technical information in a clear and understandable manner to non-technical stakeholders.

Role

Job title: Level 2 Service Desk Engineer

Location: Surrey

Hours of work: 37.5 Hours per week Monday to Friday (09.00 - 17.30)

Reporting to: Service Desk Team Leader

Main responsibilities:

  • Escalation point for Level 1 engineers
  • Aid in the resolution of Major incidents
  • Assure regular and timely response based on customer SLAs to email and telephone assistance requests
  • Build partnerships with users by regularly demonstrating expertise and professionalism, work with internal and external resources to resolve issues quickly
  • Develop and document procedures/technical resolution as part of building a training library, highlighting training requirements for the team
  • Monitor, update, escalate and close tickets assigned to personal queue
  • Provide detailed technical troubleshooting notes
  • Process overflow calls during periods of high demand

Requirements:

Essential:

  • At least two years' experience in a similar role
  • Ability to listen to a user explain a problem, determine the probable cause and logically take the user through a step-by-step problem determination procedure either in person, over the telephone or IM chat
  • Experience working with ticketing systems such as ServiceNow
  • Knowledge and understanding of working to defined SLAs and KPIs
  • Demonstrable experience with the following technologies.
    • Microsoft Windows Desktop/Server Operating Systems, Microsoft Office Suite 2013/2016, Exchange, Skype for Business, Microsoft Teams, Active Directory, Office 365, SharePoint VMWare vSphere, Microsoft Hyper-V, Citrix, SQL Server, SolarWinds, Microsoft SCCM, Intune, Azure
  • Understanding of TCP/IP networking
  • Understanding of ITIL workflows and practices covering Incident, Problem, Change and Request Management
  • A punctual and thorough work ethic, with astute attention to detail
  • Confidence to pursue necessary investigations and apply theories to ensure integrity of data and systems
  • Planning and self-organisation ability, demonstrating the ability to prioritise and meet required deadlines
  • Excellent verbal and written communication skills with ability to communicate at all levels
  • A conscientious team player with high level of self-motivation that knows when to seek guidance and escalate
  • Flexible with the ability to change priorities quickly and the capacity to handle multiple tasks in a fast-paced, changing environment, assisting outside working hours on occasion
  • Self-starter, able to work independently but also a strong, dependable team player
  • Prepared to 'go the extra mile' in delivering service on time and to the highest standards
  • Strong emphasis on delivering an excellent customer experience, while working under pressure with urgency, with an ability to communicate professionally to all levels of the business.
  • Excellent interpersonal and client-facing skills
  • Proven ability to thrive in a busy working environment
  • Deadline orientated with the ability to multitask and problem solve
  • High levels of accuracy, good numerical ability and reporting skills
  • Analytical, a keen eye for detail and intuitive nature, demonstrating the ability to problem solve

Desirable:

  • Microsoft certifications
  • Qualification in ITIL
  • Understanding of ISO 27001 principles

Security Screening

It is a requirement of employment that employees pass a security screening to Baseline Personnel Security Standard.

  • Blackburn
  • £18,000 - £24,000 per annum
    • Permanent
  • 09 Mar 2020

Role: IT Support Engineer
Location: Blackburn
Salary: £18,000 - £24,000 + Excellent Benefits & Training Opportunities

We are currently searching for an IT Support Engineer to join the Service Desk of a rapidly growing MSP based in Blackburn. The Service Desk Analyst acts as a communication & technical point of contact for tickets and requests and is expected to know basic functions around supporting user accounts, with a keen desire to progress through on the job training and certifications.

This is a fantastic opportunity for someone who wishes to progress in their career towards 2nd / 3rd line and beyond whilst working for an organisation that highly values teamwork across all departments and promotes a dynamic and hard-working yet friendly work ethic. My client is searching for the right candidate who has excellent all-round knowledge of IT hardware and software. Whilst also being a self-motivated individual who is dedicated to their role.

Experience is desired in the following:

  • Experience of using Windows Server 2008 / 2012 / 2016 / 2019
  • Experience of Microsoft Exchange Server
  • Working to SLA's
  • Microsoft Windows 7 / 10 / 8
  • Microsoft Office 365
  • Experience of Networking Protocols
  • Any virtualisation and cloud experience is desired but not essential


Please apply immediately for consideration for the role. Or feel free to send your CV direct to (Owen Watkins - (owen. watkins @ intechnologygroup . com) or call ()

Windows Server - Active Directory - Office 365 - Citrix -Hyper V - Networking - HP - Cisco - Avaya - IT Technician - 1st Line Support - 2nd Line Support

In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.

  • Blackburn
  • £18,000 - £24,000 per annum
    • Permanent
  • 09 Mar 2020

Role: IT Support Engineer
Location: Blackburn
Salary: £18,000 - £24,000 + Excellent Benefits & Training Opportunities

We are currently searching for an IT Support Engineer to join the Service Desk of a rapidly growing MSP based in Blackburn. The Service Desk Analyst acts as a communication & technical point of contact for tickets and requests and is expected to know basic functions around supporting user accounts, with a keen desire to progress through on the job training and certifications.

This is a fantastic opportunity for someone who wishes to progress in their career towards 2nd / 3rd line and beyond whilst working for an organisation that highly values teamwork across all departments and promotes a dynamic and hard-working yet friendly work ethic. My client is searching for the right candidate who has excellent all-round knowledge of IT hardware and software. Whilst also being a self-motivated individual who is dedicated to their role.

Experience is desired in the following:

  • Experience of using Windows Server 2008 / 2012 / 2016 / 2019
  • Experience of Microsoft Exchange Server
  • Working to SLA's
  • Microsoft Windows 7 / 10 / 8
  • Microsoft Office 365
  • Experience of Networking Protocols
  • Any virtualisation and cloud experience is desired but not essential


Please apply immediately for consideration for the role. Or feel free to send your CV direct to (Owen Watkins - (owen. watkins @ intechnologygroup . com) or call ()

Windows Server - Active Directory - Office 365 - Citrix -Hyper V - Networking - HP - Cisco - Avaya - IT Technician - 1st Line Support - 2nd Line Support

In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.

  • Coventry
  • £20,000 - £27,500 per annum, negotiable, OTE
    • Permanent
  • 09 Mar 2020

Onsite Desktop Support Analyst /2nd line Support

(8 weeks Temporay to Permanent)

An exciting opportunity has arisen to join an exciting worldwide company in their busy IT Technologies Services Team to support them in this busy time.

As an On-site Desktop Support Analyst, you will be providing On-Site Desktop Support for PC’s, Terminals, Windows Operating Systems, Email, AD, Citrix, Mobile Devices, Printers and other Desktop Equipment for their Technology Services.

Key Knowledge, Skills & Excellent Experiences Required: -

  • Troubleshooting, Problem Solving & Investigative Skills to Manage BAU Issues requests through to Resolution.
  • In-depth Knowledge & Understanding of Win 10 and Win 7

Business Infra Environment.

  • Experience and Knowledge of Microsoft Windows Security updates via Central Management Tool (CMCB / SCCM)

Understanding of Current PC Technologies and the issues involved in Supporting them, (e.g. Win 10, Office 2016, Mobile Device’s, Printers / MFPs etc.).

Experience in the following

  • Working with Asset Management Tools to maintain Inventory
  • Experience and understanding of Patching Processes / Activities alongside Security Management.
  • Installing / Upgrading Hardware & Software.
  • Excellent at providing Support both On-site and within a Remote capacity.
  • Using Remote Support Tools / Applications.
  • Using ITSM Toolsets (e.g. Service-now),

Working environment, you will have had the following; -

  • Worked within a fast-paced environment and busy Customer Facing Support Role.
  • Ability to competently manage own Workload and time alongside strict SLA’s.
  • Excellent time keeping skills and willing to go that extra mile
  • Team Player both also confident to undertake tasks themselves.
  • Comfortable and confident in dealing with and Supporting all levels of Users / Customers Excellent Written and Verbal Communication skills.
  • A full clean UK current driving license

Working Hours Monday - Friday days

  • Coventry
  • £20,000 - £27,500 per annum, negotiable, OTE
    • Permanent
  • 09 Mar 2020

Onsite Desktop Support Analyst /2nd line Support

(8 weeks Temporay to Permanent)

An exciting opportunity has arisen to join an exciting worldwide company in their busy IT Technologies Services Team to support them in this busy time.

As an On-site Desktop Support Analyst, you will be providing On-Site Desktop Support for PC’s, Terminals, Windows Operating Systems, Email, AD, Citrix, Mobile Devices, Printers and other Desktop Equipment for their Technology Services.

Key Knowledge, Skills & Excellent Experiences Required: -

  • Troubleshooting, Problem Solving & Investigative Skills to Manage BAU Issues requests through to Resolution.
  • In-depth Knowledge & Understanding of Win 10 and Win 7

Business Infra Environment.

  • Experience and Knowledge of Microsoft Windows Security updates via Central Management Tool (CMCB / SCCM)

Understanding of Current PC Technologies and the issues involved in Supporting them, (e.g. Win 10, Office 2016, Mobile Device’s, Printers / MFPs etc.).

Experience in the following

  • Working with Asset Management Tools to maintain Inventory
  • Experience and understanding of Patching Processes / Activities alongside Security Management.
  • Installing / Upgrading Hardware & Software.
  • Excellent at providing Support both On-site and within a Remote capacity.
  • Using Remote Support Tools / Applications.
  • Using ITSM Toolsets (e.g. Service-now),

Working environment, you will have had the following; -

  • Worked within a fast-paced environment and busy Customer Facing Support Role.
  • Ability to competently manage own Workload and time alongside strict SLA’s.
  • Excellent time keeping skills and willing to go that extra mile
  • Team Player both also confident to undertake tasks themselves.
  • Comfortable and confident in dealing with and Supporting all levels of Users / Customers Excellent Written and Verbal Communication skills.
  • A full clean UK current driving license

Working Hours Monday - Friday days

  • Leeds
  • Competitive salary
    • Permanent
  • 09 Mar 2020

To provide support, as part of the remote based National IT Helpdesk team, resolving tickets raised by email, telephone and service manager, for IT related issues raised by staff regardless of the location. To log and keep calls up to date using the software provided and be able to support staff through various methods to diagnose and resolve issues.

The hours of operation of this service will be 8am till 6pm, comprising two shifts of 08:00 to16:30 and 09:30 to 18:00

In addition to providing Helpdesk support there will be occasions where the successful candidate is required to support and work out of other RSM Offices.

Responsibilities

  • Respond to queries raised via the National Helpdesk telephone number, email, and through service manager
  • Troubleshoot and seek to resolve to completion all reported IT issues that can be resolved remotely.
  • Liaise / escalate calls to office-based members of the IT support team when issues need hands on attendance to resolve them
  • Liaise / escalate calls to National IT teams and Regional Managers as appropriate
  • Assist users with access to, and use of, all relevant applications
  • Maintain security of the systems as defined by the Director of IT
  • Applying the Starters/Leavers Process in conjunction with HR
  • Assist the local office-based IT support staff to conduct remote New Starter Inductions where required
  • Promote and implement only National IT Standards as set by the IT Faculty, and ensure they are complied with
  • Regular updates on progress to the Regional Manager

Skills/Experience

  • The use of a centralised helpdesk calls logging environment, Service Manager preferred
  • Experience of working in a professional practice environment
  • Excellent communication skills - particularly telephone and written
  • The ability to assess each User’s level of IT knowledge and be able to deal with or adapt assistance to match
  • Familiar with maintenance and administration of Windows 10 Enterprise, Windows Server through ADS
  • Familiar with Citrix/Terminal services-based technologies
  • Backup and restore procedures using Enterprise level solutions.
  • A good understanding of IT/Data Security policies and procedures and reporting/escalating any non-adherence.
  • Good knowledge of Office 365 is essential
  • Excellent problem solving and diagnosis skills
  • Able to prioritise and manage conflicting demands
  • Working knowledge of working in a virtualised environment
  • Thorough understanding of file access and management in a WAN / LAN environment
  • Familiar with wireless networks and networking
  • Ability to work to tight deadlines

?Attributes

  • Customer Focused Attitude
  • Excellent communication & Interpersonal skills
  • Good team player
  • Good end user skills
  • Smart appearance
  • Must have a flexible working attitude in regard to hours and location
  • Diplomatic
  • Inquisitive
  • Desire to learn
  • Self -motivated
  • Self-confident
  • Able to work under pressure
  • Ability to train and assist users
  • Leeds
  • Competitive salary
    • Permanent
  • 09 Mar 2020

To provide support, as part of the remote based National IT Helpdesk team, resolving tickets raised by email, telephone and service manager, for IT related issues raised by staff regardless of the location. To log and keep calls up to date using the software provided and be able to support staff through various methods to diagnose and resolve issues.

The hours of operation of this service will be 8am till 6pm, comprising two shifts of 08:00 to16:30 and 09:30 to 18:00

In addition to providing Helpdesk support there will be occasions where the successful candidate is required to support and work out of other RSM Offices.

Responsibilities

  • Respond to queries raised via the National Helpdesk telephone number, email, and through service manager
  • Troubleshoot and seek to resolve to completion all reported IT issues that can be resolved remotely.
  • Liaise / escalate calls to office-based members of the IT support team when issues need hands on attendance to resolve them
  • Liaise / escalate calls to National IT teams and Regional Managers as appropriate
  • Assist users with access to, and use of, all relevant applications
  • Maintain security of the systems as defined by the Director of IT
  • Applying the Starters/Leavers Process in conjunction with HR
  • Assist the local office-based IT support staff to conduct remote New Starter Inductions where required
  • Promote and implement only National IT Standards as set by the IT Faculty, and ensure they are complied with
  • Regular updates on progress to the Regional Manager

Skills/Experience

  • The use of a centralised helpdesk calls logging environment, Service Manager preferred
  • Experience of working in a professional practice environment
  • Excellent communication skills - particularly telephone and written
  • The ability to assess each User’s level of IT knowledge and be able to deal with or adapt assistance to match
  • Familiar with maintenance and administration of Windows 10 Enterprise, Windows Server through ADS
  • Familiar with Citrix/Terminal services-based technologies
  • Backup and restore procedures using Enterprise level solutions.
  • A good understanding of IT/Data Security policies and procedures and reporting/escalating any non-adherence.
  • Good knowledge of Office 365 is essential
  • Excellent problem solving and diagnosis skills
  • Able to prioritise and manage conflicting demands
  • Working knowledge of working in a virtualised environment
  • Thorough understanding of file access and management in a WAN / LAN environment
  • Familiar with wireless networks and networking
  • Ability to work to tight deadlines

?Attributes

  • Customer Focused Attitude
  • Excellent communication & Interpersonal skills
  • Good team player
  • Good end user skills
  • Smart appearance
  • Must have a flexible working attitude in regard to hours and location
  • Diplomatic
  • Inquisitive
  • Desire to learn
  • Self -motivated
  • Self-confident
  • Able to work under pressure
  • Ability to train and assist users