Summary​

The key purpose of the job is to deliver first class expert technical services and support to our customers; medium and large scale organisations based predominantly in the UK and northern Europe, with some further afield. The role is responsible for helping deliver our managed services and projects and taking responsibility for ensuring our customer’s IT is working securely and reliably, as well as technically account managing key clients relevant to the role

The successful candidate will be working with a current great team of consultants with a wide breadth of knowledge and skills in various solutions.

What Does Success Look Like:​

Continuously improving individual who is self-motivated and able to drive our company reputation forward. Proven experience of supporting others, sharing technology knowledge and best practice across the team and upskilling team members. Ensures customers are delighted with our quality of service, including the non-customer facing maintenance of their IT infrastructure. Positive contribution to overall service delivery and company brand, by actively engaging with and sharing our company values.  Able to demonstrate compliance with our ISO27001 certified information security practices within their work. Critically is also able to demonstrate strong commercial awareness and the ability to develop customer account relationships with exceptional levels of professionalism in personal presentation, communication skills, technical ability, and service delivery.

​​

Key Responsibilities

   Deliver exceptional customer service, first time, every time using plain English​

Technically account manage your clients’ expectations through technical service reviews ​

Handle escalated technology issues and alerts from wider customers via our service desk team and support their continued professional development through knowledge sharing​

Troubleshoot IT issues and problem solve effectively; getting to the root cause every time​

Work collaboratively with wider teams to support delivery of maintenance tasks relating to client’s IT needs​

Identify incidents and manage them appropriately, including reporting​

Handle and document change management for all clients where appropriate​

Process development and continual improvement​

Developing your technical skillset through accreditations and certifications relevant to your role, client needs and business needs. ​

Delivery against Job Specific Key Result Areas (KRA’s)​

KPI’s to monitor/influence​

CSAT​

Delivery against SLA’s: Response & Resolution Rates for your client tickets & escalations​

Project delivery standards​

Incident Resolution & Reporting Quality​

Client Documentation QualityInternal compliance with security standards and ISO27001​

​​

Skills & Experience​

Essential​

Two or more year’s  experience working in a commercial IT setting, with a strong internal customer focused approach;Ability to understand different customer needs and the significance/criticality of their IT to their business processesAbility to ensure customer specific processes are both followed, and the relevant process documentation is kept up to date through our internal systems​​

First class customer service skills;​

Familiar with working to SLA’s & KPI’s to exceed customer requirements;​

Excellent communication skills;​

Great people skills with the ability to establish and maintain positive relationships​

Good range of technical skills including – Windows Server, knowledge of Microsoft 365/Azure technologies, AD, Group Policies, VMWare, TS, MS Exchange, Back Up technologies.  General Networking knowledge including Trunking, V-LAN’s/DNS, DHCP, Firewalls/NAT/VPN. MDW range of technologies​

Desirable​

MCP/MCSE/MCITP/MCSA/CCNA/Citrix qualifications would be highly desirable;​

Understanding of, and working within the ITIL framework principles;​

Commercial experience​

Technical account management experience​

Experience of working within enterprise level client environments​

Experience of any of the following technologies: Office 365, Azure, Citrix, Dell VRTX, VxRail, V-SAN, Nutanix, CommVault, Nakivo, Veeam, StorageCraft, DATTO, SonicWall, Hyper-V, Zerto,  Workspace One, Cisco Umbrella & AMP

Please download an internal application form from the Quadris Quality Manual and attach to your application