Technical Consultant

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Location: Doncaster

Responsible To: Services and Support Manager

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 (based predominately, but not exclusively, within a 1-hour radius of our Head Office). 

 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 
  • Account Manage your clients’ expectations through service reviews and technology planning for fully managed clients 
  • Handle escalated technology issues and alerts from wider customers via our service desk team and support their continued professional development 
  • Troubleshoot IT issues and problem solve effectively; getting to the root cause every time 
  • 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 
  • Developing your technical skillset through accreditations and certifications relevant to your role.  
  • 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

    • 2 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
    • Great people skills with the ability to establish and maintain positive relationships
    • Good range of technical skills including Windows Server, AD, Group Policies, VMware, TS, Group Policies, MS Exchange, Back Up technologies.  General Networking knowledge including Trunking, V-LAN’s/DNS, DHCP, Firewalls/NAT/VPN

    Desirable skills and qualifications

    • MCP/MCSE/MCITP/MCSA/CCNA/Citrix qualifications would be highly desirable
    • Understanding of and working within the ITIL framework
    • Commercial experience
    • Technical account management experience
    • Experience of ConnectWise
    • Experience of working within manufacturing 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

    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