Quadris
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Technical Consultant

Location: Stockport

Responsible To: Services and Support Manager

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Summary

The key purpose of the job is to deliver first class technical services and support to our customers, medium and large scale organisations based predominantely 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. 

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

Key roles

  • Deliver exceptional customer service, first time, every time using plain English 
  • Handle escalated technology issues and alerts from customers via our service desk team 
  • Troubleshoot IT issues and problem solve effectively; getting to the root cause 
  • 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 
  • Process development and continual improvement

Information to monitor and influence

  • CSAT 
  • Delivery against SLA'sResponse & Resolution Rates for tickets 
  • Project delivery standards 
  • Incident Resolution & Reporting Quality 
  • Client Documentation Quality

What does success look like

Continuously improving individual who is self-motivated and able to drive our company reputation forwards. 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. Demonstrates commercial awareness.

Essential skills and qualifications

  • At least 2 years' experience in a similar role
  • VMWare design experience, must be at least VCP
  • HCI/Storage Qualification (Nutanix/VXRail/VSAN)
  • Microsoft MCSE, MCSA, MCITP EA
  • Understanding of TCP/IP principals

Desirable skills and qualifications

  • Two or more year’s commercial experience of working within an MSP / IT Services & Solutions provider environment or in a large multi-location internal IT team with a strong internal customer focused approach;  
  • First class customer service skills; 
  • Familiar with working to SLA’s & KPI’s to exceed customer requirements; 
  • Excellent communication skills; 
  • Good range of technical skills including - Windows Server, AD, Group Policies, VMWare, TS, Hyper-V, Group Policies, MS Exchange, General Networking knowledge including Trunking, QOS, V-LAN's/DNS/Back Up technologies

Remuneration

Salary dependent on experience

How to apply

If you think this opportunity is a perfect fit then we would love to hear from you. Please send your CV to careers@quadris.co.uk