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On-Site Senior IT Support Engineer - Southampton
Permanent position - 40hrs Mon-Fri
£28,000 - £30,000 + Pension and benefits
Are you an experienced Technical Support professional with exposure to VMWare, Citrix and Cisco?
Would you like to work for an Award-winning Managed Service Provider, on-site with the customer?
If so, we have a brand new opportunity available with a leading South Coast MSP in Southampton.
Who are they?
An IT Service Provider and pioneering business, which provides a wide range of outsourced IT Services to customers across Southern part of the UK.
They pride themselves on building long-term client relationships and providing an exceptional user experience to their customers. Their outsourced IT Support Engineers are at the heart of this ethos, working hand in hand with the customers on-site.
What do they need?
A Senior Technical Support Engineer to work on-site directly with the customer to ensure that all IT support for the site is delivered efficiently and effectively in line with company standards and SLAs.
What will I be doing?
Responsible for operational management (not line management) of the onsite team and provision of 2nd and 3rd line technical support to the customer
Developing and mentoring team members to deliver exceptional service across the outsource site
Identify training needs and make appropriate recommendations to the Outsource Technical and Operations Supervisors; work to ensure training is delivered as appropriate
Ensure one-to-one meetings conducted on regular basis with team members and relevant feedback provided to Outsource Technical and Operations Supervisors
Ensure full and effective use of company software throughout the site to manage, monitor and respond proactively to customer incidents
Ensure that customers are kept informed regarding on-going tickets and effective communication is delivered to the business
Work with 3rd parties to provide incident support through to resolution with customer specific applications
Ensure that service delivery to customers across the Outsource site meets the standards required including achieving agreed and contracted SLA's
What will I bring?
Proven 2nd/3rd line IT Technical support skills on a busy Service Desk, covering Windows Server 2008, 2012, Exchange 2007, 2010, VMWare, Citrix and Cisco support
Knowledge of monitoring tools - N-able, Asigra or Autotask
Demonstrable experience of working at supervisory/team lead level within an MSP/Outsource environment with sound technical skills in all relevant areas
Experience of working within an ITIL and change management framework and knowledge of Quality Standards relevant to the industry
£28,000 - £30,000 + pension and benefits
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