Our Client
They have grown very successfully since their inception in 2006 and are now a highly respected Managed Services Provider with a well-established and growing brand and client base. The company has invested significantly in its people and business infrastructure over this period and continues to do so; they now employ more than one hundred staff in their London, Manchester, and Manila offices.
Their business model is based on three core elements: delivering an excellent service; client intimacy to develop trusted partnerships with a broad client base; and high levels of operational efficiency. To maintain relevance as a Managed Services Provider in an evolving market, they continue to make significant strides in all three areas. To support the company in its journey, they require the right talent, which we will reciprocally invest in.
Overall Purpose
- Supporting one of the company’s key clients, professionally representing their business and delivering customer remote and facing on-site support, maintenance and planned change activity to their clients managed office space properties in London and across the United Kingdom.
- The portfolio consists of flagship buildings in London.
The Role
- London based to cover network and PC and server support for all locations as well as across the UK.
- As part of the properties onsite support team servicing incidents and requests, there is the customer facing responsibly of gathering new tenant requirements and scoping, planning and implementation of their onboarding.
Key Responsibilities
- The engineer will represent both the company and their client in delivering support for the infrastructure and to users of the managed office and office, retail and residential properties.
- Customer and tenant engagement to gather requirements, planning and execution of onboarding and configuration of physical infrastructure and connectivity.
- Manage and implement physical patching and cable management and changes.
- Managing capacity and demand planning to ensure sufficient resources are available and performant.
- Managing shared printing services, set up and admin. Assisting client management teams and tenants with support and troubleshooting.
- Administer / assist with setup and provision of telephony.
- Own and manage general connectivity issues for dependent services, Printing, Audio Visual etc.
- Network cabled and wireless management and maintenance, troubleshooting issues and planning changes and capacity requirements.
- Logging & classifying tickets against SLA.
- Regular site attendance as well as remotely remediating logged service requests.
- Additional scheduled site attendance to perform PPM “Planned preventive maintenance”.
- Device management in RMM for adherence on asset registers.
- Replacement of failed equipment.
- Fibre & cat5 patching.
- Quarterly review of RMM
- Administration of Radius server
- Weekend & out of hours working may be required.
- 3rd party vendor management and close working in resolving issues
- Participate in On call out of hours rotation.
Knowledge, Skills and Experience
- 2nd / 3rd line skills currently administrating multi-site client(s)
- Good Microsoft Windows Desktop, Office applications & O365 experience
- Scoping and planning skills
- Network configuration and documentation skill
- Experience of various Anti-Virus technologies
- Print management (Papercut)
- Good knowledge of MSP RMM toolsets, such as CW Automate and SolarWinds
- Excellent knowledge of Ticketing systems, such as CW Manage
Education and Qualifications
- Desirable – CCNA / CompTIA Network +
- Desirable Microsoft Server and Client certifications
- Desirable – customer service background
- Desirable – ITIL foundation certification
Behavioural Competences/Attributes
- Able to prioritise and schedule own workload
- Proactive and positive approach to problem solving and client interaction
- Exceptional attention to detail, flexibility and uses own initiative to troubleshoot complex issues
- Willing to travel
- Strong interpersonal skills and emotional intelligence, including the ability to builds trusted relationships across the company and with the clients and their tenants.
- Strong team player
- Understands and demonstrates service excellence.
- Credibly role model the company values
- Adopts a mature approach to continuous learning and development, including in support of the company’s longer-term objectives
Benefits
- Leave Entitlement – 23 days plus one volunteer day
- Private Medical – Vitality
- Group Personal Pension 3% employer and 5% employee contributions
- Life Insurance – 4 x salary
- Discretionary bonus up to 10% of annual salary
- Employee Assistance Programme
- Online GP
- Social events throughout the year
- Cycle to work
- Technology Loans
- Wellbeing initiatives
- Long service leave
- Reward and recognition awards
- Lunches on All-In Office Days
