Senior Managed Services Engineer

Job Description

Vacancy: Senior Managed Services EngineerReporting To: Service Delivery ManagerContract: Permanent - Full TimeLocation: Hybrid working between home and one of our UK officesAt Xperience we deliver business efficiencies through Digital Transformation.We put our clients at the heart of everything we do, helping them create better, faster processes, build stronger customer relationships, strengthen data security, accelerate profitability and position them for growth. Thats why weve got over 1,100 clientswho are more efficient, more productive and more profitable just because they work with us. And, its why 95% of our clients say they would recommend us. But really, its our people that make the difference at Xperience. They have the expertise and ambitionto collaborate with our clients to guide them towards the optimum solution. Together as a team and through partnerships with world leaders in technology, we provide smart solutions that provide real digital transformation in businesses, including Cloud, ERP,CRM, Managed IT, and Cyber Security.The Role:We are undergoing an exciting time in our evolution and now seek an ambitious and driven Senior Managed Services Engineer. Joining an established Managed Services Helpdesk Team, you will be instrumental in the delivery of best in class Managed IT support to our growing customer base.This is a key technical role responsible for providing third line technical support to our clients through our online helpdesk, live chat, telephone and by email. As the point of escalation for all client enquiries, the Senior Managed Services Engineer actsas the final point of escalation, responsible for investigating and resolving complex support incidents, across a variety of technologies such as MS Window Server, O365, Active Directory, as well as Cyber Security and Cloud.Key Responsibilities:

• Deliver a high level of customer satisfaction by acting as the final point of escalation for all support incidents received through our helpdesk, email, telephone or through live chat
• Provide level 3 technical support to both internal and external stakeholders whilst working within Service Level Agreements, ensuring that all tickets are correctly logged and that both internal and external stakeholders receive regular updates
• Assist the Project Delivery, Commercial and Business Solutions teams with pre-sales engagements, including but not limited to, carrying out on-site audits & health checks and advising on the technical viability of technical solutions
• Act as a point of technical escalation within Managed IT/Cloud department for other members of the team, providing support to resolve client issues
• Provide on-site technical support and/or to facilitate the collection and delivery of hardware for repair or troubleshooting, including hardware/software installations and upgrades, performing regular maintenance duties (remotely or on-site) supportingthe preparation and delivery of small orders where needed
• Refer client requests for advice & consultation to Business Solutions and Commercial teams where necessary
• Collaborate with peers and other areas of the business to increase internal product and service knowledge
• Develop the skillsets and capabilities of more junior members of the team sharing knowledge and experience
• Create & update technical documentation and knowledgebase articles
• Take responsibilityforones ownprofessional development, through continuous learning, to ensure that any contractual or partnership accreditations or certifications are achieved
• Act as a subject matter expert, by sharing knowledge and developing others whilst collaborating with other areas of the business to increase internal product and service knowledge and client product/service adoption.

Essential:

• Five years of professional experience in four or more of the following:

o Microsoft Windows Servero Microsoft Office 365 (Exchange Online, One Drive etc)o Active Directoryo Anti-Virus, Anti-Malware & Anti-Spam Solutionso Veeam Backup & Replication or other back up technologieso Hardware Maintenance (Servers, Laptops or Desktops)o Patch Management Solutionso Ability to maintain servers in the following environments: Physical and virtualisation platforms (including Hyper-V, VMWare, and Azure)o Networking and advanced Routing or Switching and Securityo Experience with Clustering, Hyper converged Infrastructure and Storage Spaces Direct (S2D)

• Two years experience in an internal or external facing helpdesk support team
• One years experience previous hands-on experience with ticket management systems
• A willingness to travel to client sites as required for the proper performance of the role
• Permanent ability to live and work in the UK without employer visa sponsorship

Desirable:

• Professional IT Certifications in:

o ITIL Foundationo Microsoft Certified Associate (Teams, O365, Azure)o Sophoso Veeam Certified Engineero Cisco CCNA (or equivalent)

• Previous experience in an IT/professional services organisation

Competencies required for role: CommunicationConveys information and ideas clearly and respectfully. Listens to other and values different opinions.Teamwork and CollaborationShares knowledge and works across departments and locations, working co-operatively and supportively with colleagues.Results Focussed/Problem SolvingPrioritizes tasks, overcomes obstacles and accepts ownership of work assigned. Owns actions that deliver results.Developing Yourself & OthersA quick learner who is able to acquire and apply new knowledge and skills whilst learning from experiences and mistakes.Xperience is an equal opportunities employer.

Keyskills :
Active DirectoryHelpdeskManaged ServicesTroubleshootingRouting