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 they will reciprocally invest in.
Overall Purpose
- Servicing some of the company’s most prestigious clients the candidate will hold the responsibility of professionally delivering all on-site support, maintenance and IMAC’s
- The portfolio consists of flagship buildings in London along with several very large retail shopping centres and Data Centres in major UK cities.
- The engineer will have a 1st line skill set in networking, telephony, wireless, Server and desktop administration and desk side support having exceptional communication skills, attention to detail working to a very high standard.
The Role
- Based in London, the role is that of applying regular and emergency security patching / upgrades of the clients network, server and workstations devices to a schedule.
- The position is under Managed Services, reporting to the Patch Lead coordinating patching for property management companies.
- The role will include remotely patching and upgrading devices and will work closely with both the company and 3rd party onsite engineers.
- Travel will be required to attend sites when needed.
- The role will include ensuring patching KPIs are met, reporting, and supporting the Patch Lead in changes and improvements on the patching processes and application configuration
Key Responsibilities
- Supporting the Patch Lead in changes and improvements on the patching processes and application
- Engagement with the platform engineering team for administration & support of the processes and applications used to deliver patching and updates
- Processing of patching related service requests from portfolio with escalation to Patch Lead.
- Ensure change process is followed, with regular submission of change requests, notifications, and advisories where required
- Roll out of emergency patching on security vulnerability advisory.
- Action roll back and recovery on failed patching incidents
- Assist with onboarding patching requirements. are up to date and valid
- Perform other administrative tasks when required
- Application of network device upgrades
Knowledge, Skills and Experience
- Second line skill administrating multi-site client(s)
- Microsoft Windows Desktop, Office applications & O365
- Understanding of Network administration and Firewall and filtering policy
- Windows Server administration, performance and fault troubleshooting and resolution
- Experience with Anti-Virus technologies
- Able to prioritise coordinate and schedule own workload
- Proficiency in scheduling software
- Good record keeping practice
- Proactive and positive approach to problem solving and client interaction
- Good attention to detail, flexibility and uses own initiative to troubleshoot complex issues
- Good knowledge of Ticketing systems, such as ConnectWise Manage
- Administration and update of technical records
Education and Qualifications
- Essential – Good knowledge of MSP Ticket management and RMM toolsets, such as Auvik and CW Automate
- Desirable – MS server and desktop support certification
- Desirable – Microsoft server application administration, performance, fault troubleshooting
- Desirable – Relevant training and/or certifications as a Scheduling Coordinator
- Desirable – MS server and desktop support certification
- Desirable – CompTIA Network / CCNA certification or equivalent knowledge
Behavioural Competences/Attributes
- Interpersonal skills and emotional intelligence, including the ability to build trusted relationships across the company and externally.
- Understands and demonstrates service excellence.
- Excellent coordination and scheduling skills.
- Excellent client facing communication with both Management and technical staff.
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
