1st Line Support

Andy File Associates Limited is working as a recruitment agency with regards this permanent position on behalf of our client.

Key Responsibilities

  • Provide end user 1st line Support for software applications;
  • Monitoring the service desk for incidents. If possible, resolving them or referring them to application support specialists
  • Assisting the support team deliver quality support to users with their core business applications.
  • To respond to enquiries in person, via email/Internal call logging system or telephone;
  • Support internal testing and installation team where required.

Knowledge, Skills and Experience Required

  • The candidate should have experience and knowledge of working in an IT support role.
  • Flexible approach to work with a proven track record of consistently achieving deadlines.
  • An ability to work well under pressure and to tight timescales
  • Demonstrated ability to work successfully on your own and as part of a team to achieve goals and objectives
  • An analytical approach and experience of working independently.
  • Excellent communication skills at with the ability to communicate at all levels
  • An effective and approachable telephone manner as well as strong organisational skills that benefit your workloads

Ideally candidates will have previous experience of the following:-

  • Microsoft Office 2003 – 2010;
  • Windows Server 2003 – 2012 administration;
  • Extensive Windows client experience;
  • Remote support tools

Pro-active in suggesting new solutions and innovations to the department and business.

 

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2nd Line Support

Andy File Associates Limited is working as a recruitment agency with regards this permanent position on behalf of our client.

Responsibilities include:

  • You will provide 1st & 2nd line support remotely or onsite (break/fix problems and service requests) to our clients in accordance with agreed service levels, standards and processes from the centralised helpdesk.
  • Escalate issues which are beyond the employee’s capabilities or resource capacity to senior resources in an effective manner to optimise the quality of service provided
  • Deliver general technical advice to the customer
  • Identify and take part in initiatives to improve the quality of the IT operational service
  • Some out of hours work available/required
  • 2nd Level Support takes over Incidents which cannot be solved immediately with the means of 1st Level Support
  • If necessary, it will request external support, e.g. from software or hardware manufacturers
  • The aim is to restore a failed IT Service as quickly as possible.

Essential Knowledge/Experience:

  • Possess a strong technical understanding of the standard hardware and software supported by our client such as Microsoft Windows Desktop and Server troubleshooting skill and experience
  • MS Exchange 365 Server, create AD users, mailboxes, distribution and security groups
  • General Server Administration tasks, including disk and volume maintenance, Windows Event
  • Troubleshooting and program installation and maintenance
  • Troubleshooting networking issues by using commands (trace route, ipconfig etc.)
  • PCs, Laptops (Mac experience desirable) and troubleshoot faults
  • Be self-motivated with a “can do” attitude in responding to the challenges associated with providing end user
  • Install, configure, maintain and troubleshoot the following software packages;
  • All Microsoft Windows Operating systems but primarily Windows (last and latest versions)
  • Centralized Anti-Virus software
  • MS Office software packages
  • VMWare

Desirable Knowledge/Experience:

  • Provide excellent remote support of desktop printing and mobile issues.
  • Outstanding troubleshooting and communication skills
  • Preferred MCP/MCSA or equivalent or working towards them or a desire to
  • PC support and problem resolution on difficult PC hardware and software issues
  • Excellent interpersonal skills a must as dealing with all levels within the business

 

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IT Operations Manager

Andy File Associates Limited are working on behalf of their client as a Recruitment Agency with regards this permanent vacancy.

Our client is one of the fastest growing IT Managed Service and Solutions companies in the North. They have an innovative perspective on how IT should be delivered with a dedication to raising standards within the IT Support sector.

Overview:

The Proactive IT Operations Manager role, reporting to the Technical Director, will own and be accountable for the management and motivation of a team of 1st to 3rd line field and support desk engineers. The team maintain all of our client’s clients IT services, keeping them up and running smoothly, planning, building and developing as necessary. In depth analysis of operational activity and overall trends will enable the department to proactively deliver a top class support service, with a focus on constantly improving efficiencies contributing to the financial performance of the business.

By illuminating the entire IT ecosystem from device to application, the Proactive IT Operations Manager breaks down the silos between application and infrastructure management to empower IT to move at the speed of business.

Key Accountabilities:

• Responsible for overall team delivery and quality of work in line with agreed Key Performance Indicator’s (KPI’s) and Service Level Agreements (SLA’s), appropriately delegating actions and overseeing the work of the team.
• To support the Technical Director in Change Management and Operational Readiness activities.
• Ensure a robust and scalable Incident Management process is established and managed in line with industry best practice.
• To act as the escalation point for high priority issues and manage the Major Incident.
• Drive awareness and understanding of the Managed Services team operations and services across the business, supporting pre-sales initiatives and offering consultative support to Field Sales.
• Maintain and develop strong relationships firm wide to achieve high client satisfaction and performance in line with published client Service Level Agreements and key objectives, whilst delivering cost-effective operations.
• To actively look for potential revenue streams and feedback to management ways in which to increase revenue and update processes, and instigate the same culture within their team.
• To manage the selection, on-boarding, performance, development and retention of all team through standard approaches.
• To produce weekly/monthly reports on individual and team performance and productivity levels in order to monitor and compare results against business objectives.
• Planning, prioritising and managing resources whilst providing direction to Managed Services Team.
• Development, documentation, implementation and maintenance of key processes, standards and metrics tracking.
• Drive and champion a culture of Continual Service Improvement across all functions ensuring IT services are appropriate for business demand.

Technical Background & Skill set:

Essential:

Core Microsoft, Cisco, Veeam and VMWare competencies.

Ideally have knowledge of:

• Monitoring, Trend analysis, Automation & Scripting utilising RMM.
• Windows Server 2002-2012r2 (enterprise)
• VMWare ESXi/vSphere
• Microsoft Exchange 2010/2013
• Active Directory/ DNS/ DHCP/ TCP/IP
• Office 365
• Disaster Recovery
• Storage/ SAN
• Strong analytical thinking and problem-solving skills, coupled with outstanding attention to detail

Managerial Background & Experience:

Ideally have experience of:

• System Management
• ITIL
• Project Management
• Stakeholder Management
• Documentation Management
• Telephony, Network & Infrastructure Management, Monitoring & Troubleshooting
• Support & Management
• Staff Training & Inductions
• Monthly Report Preparation
• Excellent Communication Skills (Written & Oral)

 

Daniel Owen's Job Enquiry Form

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  • Accepted file types: word, pdf, docx.
  • This field is for validation purposes and should be left unchanged.