Managed Services Technician

Role Details

Job Description

ROLE PROFILE

MANAGED SERVICES TECHNICIAN

Vacancy:  Managed Services Technician                  

Reference: MST/12/2024

Date:  December 2024                       

Contract: Permanent

Hours of Work:  Full Time (36.25 hours per week)

Reporting to: Managed Services Team Lead

Location: Hybrid working between home and one of our UK offices

 

At 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. That’s why we’ve got over 1,100 clients who are more efficient, more productive and more profitable just because they work with us. And, it’s why 95% of our clients say they would recommend us. But really, it’s our people that make the difference at Xperience. They have the expertise and ambition to 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 experienced Level 1 Managed Services Technician. Working as part of the Managed Services Helpdesk Team, you will be responsible for providing 1st line technical support and solutions to our clients through our online helpdesk, live chat, telephone and by email.

This role also has responsibility for performing hardware/software installations and upgrades, performing regular maintenance duties (remotely or on-site) and the preparation and delivery of small orders.

Key Responsibilities:

 

• Provide level 1 technical support to both internal and external stakeholders


• Work to deliver on Service Level Agreements and ensuring that all support incidents are accurately recorded


• Deliver a high level of customer satisfaction by acting as the primary point of contact for all new support incidents received through our helpdesk, email, telephone or through live chat


• Use the helpdesk management system to log tickets for internal and external stakeholders, where raised by telephone


• Perform initial investigation and where required, escalating the incident to our Level 2 or Level 3 technical teams, ensuring high levels of customer are.


• Triage all new support requests by reviewing and modifying ticket subjects, priority, department, associated service level agreement and contractual requirements


• Pro-actively monitor internal systems including backup reports, network and device monitoring systems, anti-virus and patch management dashboards etc. to identify issues of concern, taking action to create a support incident on behalf of a client


• Configure, deliver & deploy PC’s, laptops and printers for internal and external stakeholders


• Perform regular remote or on-site maintenance on behalf of our clients


• Provide on-site technical support and/or to facilitate the collection and delivery of hardware for repair or troubleshooting


• Refer client requests for advice & consultation to Business Solutions and Commercial teams


• Manage and monitor internal and external ICT systems and platforms performing any necessary maintenance


• Take responsibility for one’s own professional development, through continuous learning, to ensure that any contractual or partnership accreditations or certifications are achieved


• Collaborate with peers and other areas of the business to increase internal product and service knowledge

Additional Information

Benefits Package:

 

• 30 days annual leave plus 8 bank holidays


• 1 additional day’s leave for your birthday


• Employer pension contribution of 3%


• Hybrid working


• Cycle to Work Scheme


• IT Purchase Scheme


• Access to Skillsoft Learning and Development Platform

Experience Required

Person Specification

 

Essential:

 

• One year of professional experience in two or more of the following:
  
  
  
  • Microsoft Windows Server
  
  
  • Microsoft Office 365 (Exchange Online, One Drive etc)
  
  
  • Active Directory
  
  
  • Anti-Virus, Anti-Malware & Anti-Spam Solutions
  
  
  • Veeam Backup & Replication
  
  
  • Hardware Maintenance (Servers, Laptops or Desktops)
  
  
  • Patch Management Solutions
  
  
  
  


• Previous experience in an internal or external facing helpdesk support team


• Previous hands-on experience with ticket management systems e.g. Connectwise


• GCSE Maths and English grade 9-4 or A*-C (or equivalent)


• Willingness to travel to client sites in the UK as required


• Valid Right to Work in the UK (We do not currently hold a visa sponsorship licence)

• Previous experience in an IT/Professional Services organisation


• Professional IT Certifications, i.e. ITIL Foundation, Cisco CCNA, Microsoft MCSA