This is an exciting opportunity for individuals with a passion for customer service and an interest in technology to develop a career in a fun, exciting and dynamic organisation. Softcat specialise in providing extensive IT solutions to private/public sector clients and are looking for talented Graduates to become a key member of our Managed Services team and contribute to the company’s on-going success.
As an Analyst – Tier 2 you will be mentored and receive on the job training in a variety of exciting technologies including Networking, Security, Microsoft Core Infrastructure, Storage and Virtualisation.
This unique and enviable role will be a key member of our Managed Services Team internal recruitment team working for the 2nd best workplace in the UK (Great Place to Work Awards 2014). Using the latest technologies available to businesses, your primary responsibility will be to log and investigate support issues for Softcat’s managed services customers escalating when necessary.
This role will initially be subject to office hours, however these may be altered to cover start times between 07:00 and 10:00.
The role will involve providing technical expertise for all services, these will include but not limited to:
- Proactive Remote Management of customer core infrastructures
- Providing 1st and 2nd line troubleshooting on all Desktop/Server/Network issues
- Supporting Data Centre Hosting & Cloud Services
- Supporting Security Services
- Supporting Telephone support services
- Working with 3rd party partners to aid in the resolution of incidents
The working environment is challenging, lively, exciting and fun. A good, friendly personality is essential for this role as you may be the first person people call when they need help with their servers, builds, databases, PCs or applications. You will be a main contact between the IT Team, the Managed Services clients and the rest of the company, fielding day-to-day queries and investigating their root cause to either resolve or escalate the query as appropriate.
The successful candidate will need to be a team player with strong analytical skills, a penchant for investigation and administrative tasks, and a desire to work across all aspects of I.T. systems and infrastructure.
The successful candidate will;
- Be willing to get hands on with all aspects of support and setup of the infrastructure
- Have excellent literacy skills for documentation and technical processes
- Be someone who can bring new ideas and process to work more efficiently within the Managed Services Team
- Ideally have a good understanding of PC hardware and IT Infrastructure.
TASKS / DUTIES
- To be a hands-on technical support engineer with a real enthusiasm in the quality of service provided to our customers. To enjoy working with the products and not feel reluctant to seek help from other team members to ensure the work is completed on time and to a very high standard.Log all inbound queries using a support ticketing system
- To resolve the query where possible, or documenting and escalating the issue, taking ownership of the query from the initial stage through to resolution and proactively monitoring any alerts and resolving or flagging them as necessary.
- To ensure that all IT processes are approached and handled in a consistent, logical way in line with Softcat’s ISO 9000 and forthcoming 27001 certification.
- To work with the service delivery teams in terms of customer support, be prepared to actively participate in improving the customer experience.
- To provide training to other members of the service organisation in order to pass on skills and equally to act as a mentor.
- To ensure that your personal skills set is maintained as “state of the art”, either through self-based training or the attendance of formal course training as approved by senior management. To proactively seek information on new products and technologies.
- Finally, to always represent Softcat to our customers in the most professional way and continually demonstrate our technology & service advantage. In the event that a customer dissatisfaction issue arises; ensure that the service delivery manager or sales account manager concerned is advised immediately; or if not possible, escalate to a Director/Senior Technical NOC personnel. If neither is available then take the most appropriate action to ensure customer satisfaction.
TYPICAL QUALIFICATIONS / EXPERIENCE
- Excellent customer focus skills
- Worked in a NOC/Service Desk arena (Ideally)
- Broad Microsoft Skills
- Base Networking/Security Skills
- Microsoft Windows 7.
- Microsoft Office 2010 / 2007 (particularly Word, Excel, Outlook).
- Experience of Microsoft Windows Networking technologies.
- MS Windows Server 2008 Active Directory administration.
- Microsoft Exchange Server 2010 / 2007 administration.
Desirable:
- Virtualisation Skills
- Base Storage/SAN skills
- Citrix XenApp 5.
- VMware ESXi 4, vSphere 4.
- Monitoring technologies (WUG, NetIQ)
- SQL exposure.
- PowerShell usage / basic scripting.
- SAN storage technologies.
- Cisco IP Telephony.
- ITIL v3 Foundation.
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