Full Time
HQ Whiteley
Posted 2 months ago

Duties & Responsibilities:

  • To provide excellent customer service and support through efficient, organised call and ticket management
  • Providing resolution to incidents and requests, to include (but not limited to):
    • Detailed LAN and WAN troubleshooting
    • Strong desktop support knowledge across all operating systems
    • Strong server operating system and server application support
    • In depth working knowledge of our managed solutions, including managed backup, antivirus, web and email filtering platforms
  • Liaising with customers and third party support organisations with regards to incident requests and resolutions
  • Performing complex tasks, such as service restoration and disaster recovery

Process and procedures

  • Ensuring tickets are completed and closed off in line with company procedures
  • Following up on tickets that remain open and requiring work in line with company procedures
  • Manage work queues and prioritise events, re-assigning work where and when necessary to ensure compliance with SLA’s
  • Ensuring all activities align with ITIL procedures
  • Escalating in line with company procedures

Customer Experience

  • Handling customer queries and complaints in collaboration with Account Management team
  • Escalate any customer issue or problem that needs further investigation or assistance to resolve in collaboration with all Teams across the business
  • Assist the Operations Manager to deliver excellent customer service

Efficient and Effective Working

  • Work efficiently and productively to achieve and exceed SLA’s, KPI’s and profitability targets
  • Providing a communication link with other departments and sites
  • Assist the Operations Manager in ensuring staff skill matches workload to optimise workforce utilisation and maximise productivity
  • Contributing to effective team performance and meeting of daily, weekly and monthly targets through monitoring of personal performance data and KPI’s
  • Carrying out any other ad hoc duties and/or projects as required by management in pursuit of company objectives

Essential Skills

  • A proven track record in managing customer relationships and providing excellent customer service in a customer delivery environment
  • Good understanding of hosting solutions and outsourced services
  • A very high level of understanding of technology
  • Strong technical skills in our core competencies
  • In depth knowledge and understanding of our ticketing and remote monitoring system
  • ITIL Foundation Certified
  • Strong understanding and technical background in an MSP
  • Experience training junior members of staff


  • Windows and Mac OS configuration and support experience (MCDST / MCP or above preferred),
  • Windows Server 2008, 2012 and 2016 configuration and support experience (MCSA / MCSE preferred),
  • Microsoft Exchange 2007 / 2010 / 2013 / 2016 (Certifications preferred)
  • Active Directory configuration and administration, strong networking skills,
  • Citrix server configuration and support experience,
  • Watchguard configuration and support experience,
  • HP Proliant Server Hardware configuration and support experience,
  • VMware/HyperV support experience.




Additional Information

Apply for this role below

A valid email address is required.