We’re looking for talented individuals with a technical background who are also passionate about delivering exceptional customer service and relish problem solving to join our client services team in Milton Keynes.
We are a dynamic and growing IT Managed Services Provider based in Milton Keynes. We have several opportunities for individuals looking to progress their career.
You will be providing 3rd line technical support both remotely and at our clients sites. Answering support queries via phone, email, rmm and our ticketing system. Supporting the first line support team with technical escalations and mentoring.
You would be expected to maintain a high degree of customer service for all support queries and adhere to all service management principles.
With a vast array of IT and Technology Infrastructure to support our technicians are adaptable to support different client’s needs and priorities. The ideal candidate will be results driven, positive with a passion for customer service and technology.
At Aztech we firmly believe in teamwork and put this at the heart of our operation. Our technicians are fully supported from senior technicians right through to senior management and directors.
We believe in an open, collaborative work environment where we can support colleagues in career development and assist in learning industry leading and best of breed technology solutions.
Key Responsibilities
- Escalation point for first line support team
- Primary contact for high priority / critical incident response.
- Delivery of high quality remote & on-site support on a range of technical issues and problems
- Provide additional support for project delivery team where required.
- Advise and consult with clients on best practices, new technology and services.
- Help support, coach and mentor other team members.
- You will have a ‘hands on’ problem solving approach; solving problems within SLA timeframes
- Take ownership of incidents assigned to you and manage them through to resolution.
- Ensuring SLA’s are met; time to respond, time to resolve and first-time-fix.
- Resolve Infrastructure, application and hardware issues across multiple clients and vendors.
Required skills and capabilities
Excellent communication and interpersonal skills
Previous experience providing IT Support in a commercial environment.
IT Qualifications such as MSP, MSCA, CCNA an advantage.
Experience configuring, administering and supporting:
- Proven experience in a senior support or third line role.
- Office 365, Exchange online, SharePoint online, MS Teams.
- Microsoft Azure
- On Premise Microsoft Server OS, Exchange, Server OS, IIS, SQL.
- Infrastructure hardware, Servers, SAN, Switches
- Server Virtualisation (HyperV / VMWare)
- Firewall & UTM’s SonicWall, Cisco, Fortinet, Watchguard
- Email Security Solutions – Mimecast, GFI, Symantec, etc
Essential individual attributes:
- Great customer relations skills to understand client’s needs, concerns and requirements
- Process-focused
- Good technical understanding of current leading technologies & solutions
- Ability to prioritise workloads under pressure and ensure deadlines are met
- Excellent organisation, decision making, judgment and planning skills
- Flexible, calm and approachable, ‘can do’ attitude
- Ability to work well within team, supporting other team members
- Willingness to learn and gain relevant accreditation's
If you are an aspirational and enthusiastic individual with a desire to make a difference, please contact: careers@aztechit.co.uk or upload your CV with a covering letter here
