Company Description
Before applying for this role, please read the following information about this opportunity found below.
CenCom is an IT Managed Service Provider specializing in high-performance services tailored to diverse business needs. We offer a spectrum of solutions including consultancy, managed security services, and IT monitoring/management. Our commitment extends to proactive system management and responsive support, with an emphasis on leveraging industry best practices for secure and efficient operations. Integral to our ethos is the personal development and continuous learning of our staff, ensuring they remain at the forefront of IT innovation.
Job Description
We are seeking anexperienced team memberto join our expanding managed services team. This pivotal role involves steering the operations of our growing client base and providing advanced technical support to a diverse clientele. Your expertise will be crucial in managing and optimizing IT systems across various organizations, ensuring seamless user experiences. The ideal candidate will excel in a fast-paced environment, possess a blend of technical skills and customer service acumen, and be adept at addressing complex IT challenges with innovative solutions.
Responsibilities:
Client Onboarding and Migration: Lead the onboarding, documentation, and migration of new clients into our managed services and systems.
Client Audits: Conduct on-site client audits to ensure compliance and optimal performance.
Technical Support and Escalation: Assist technicians with technical knowledge and act as an escalation point for complex issues.
Process Adherence: Follow and update established processes and procedures to ensure accuracy and efficiency.
Collaboration: Work with the management team to meet and achieve defined SLA and KPI targets.
Helpdesk Support: Provide helpdesk support for complex problems, ensuring timely resolution.
Technical Assistance: Deliver technical support via phone, remote access, or site visits.
Network Troubleshooting: Consult, set up, troubleshoot, and resolve network connectivity issues with hardware and configuration.
Device Management: Oversee device lifecycle responsibilities for client hardware, including distribution and setup projects for replacements.
Service Monitoring: Monitor and manage cloud and on-premises services and infrastructure.
Policy Improvement: Review, update, and improve existing client management policies and configurations to prevent configuration drift and ensure a consistent client experience.
Security Awareness: Maintain a working knowledge of current security risks and threats to clients and their data, using this knowledge to enhance existing policies and configurations.
Service Coordination: Coordinate, set up, manage, and configure business broadband and VoIP services, including communication with third parties.
Knowledge Documentation: Document and update technical knowledge in the form of articles and procedures for our shared knowledge base.
Travel Flexibility: Be available for overnight or extended stays in various parts of the UK to service client onsite visits, audits, and projects.
Essential Skills:
Our helpdesk addresses a broad spectrum of issues, and we are seeking a Senior Technician with expertise in the following areas to help not only resolve issues but also guide the helpdesk team in the right direction:
Microsoft 365 Services SharePoint, Exchange, Teams, Intune, Azure, etc.
Hardware Support User endpoints and server infrastructure.
Software Support Windows 10/11, Office 365 and Line-Of-Business Apps.
Network Support Switches, Firewalls, Routers, Wi-Fi, DHCP, DNS.
Moderate or advanced skills with command shell (PowerShell/Command Line) or other.
A good understanding of security best practices with data storage and communications.
VOIP Knowledge of VOIP phone systems.
3+ years of experience in an IT managed service role.
Must be customer-focused with excellent English verbal and written communication skills.
Knowledge/Experience with RMM Software.
Preferred but Not Essential Skills and Experience:
CompTIA+ and/or Microsoft qualification in Microsoft 365 or Azure.
VOIP 3CX/Teams calling and/or Microsoft Teams calling.
Advanced network knowledge such as QoS, VPN, VLAN, etc.
Line of business applications (Sage/QuickBooks/IRIS/CASH).
Experience in automation and scripting with PowerShell or other languages.
ITIL knowledge and understanding.
Advanced knowledge and use of the following M365 admin panels: Intune, Purview, Microsoft 365 Defender, Entra.
Experience with MS Power Platform and/or Dynamics.
Additional Information
Please note that we can only consider candidates who are eligible to work in the UK and are able to provide relevant supporting documentation. You must also hold a Full UK driving license and have your own transport. Any applicant will be subject to a DBS check and screening.
Benefits:
Company events
Company pension
Cycle to work scheme
Employee discount
On-site parking
Work from home
Company Vehicle for on-site work
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