My Client, a fantastic provider of IT services in the Aberdeen area, are looking to take on a senior IT engineer to join their team on a full time permanent basis.
The following provides an example list of their day-to-day key responsibilities. However, one thing we can promise is that these will change over time as the business adapts to technology and customer demands. We need someone who is excited at that prospect.
- Mentor and support the technical team with customer service request escalations, setting an example of the highest possible standards.
- Communicate directly, professionally, and clearly with customers to resolve technical service requests.
- Implement and maintain internal systems for a variety of functions, including backups and disaster recovery, email filtering, endpoint security, performance monitoring, customer reporting, etc.
- Produce customer reports, ensuring quality and accuracy.
- Work closely with the Security Lead to ensure all solutions, internal and external, are both technically sound and secure.
- Own a portfolio of customers for account management and ensure they feel loved.
- Support the sales team in the development of technical solutions and proposals, including costing and procurement.
- Communicate directly and effectively with suppliers to obtain technical information and pricing, or to resolve issues.
- Stay up to date with industry trends and emerging technologies, participating in training and obtaining certifications as needed.
- Accurately record their work for the benefit of the team and billing.
Personal Qualities and Soft Skills
The following are necessary for the person to be successful in this role.
- Assertive and confident, but not rude or curt
o Confident in their own knowledge and willing to challenge (management,
colleagues, and clients).
o Unprompted, takes a lead on setting the goals and standards for the company
in a measured way. Gets things done within the bounds of the company
values without waiting for others to make suggestions or give instructions.
o Gets a buzz from delivering amazing customer service.
- Detail-orientated
o The role requires the incumbent to define end-to-end technical solutions,
including requirements analysis, costings, and documentation. They must
work through every detail and be able to visualise likely hurdles or
complications and produce customer-facing proposals to the standard we
need.
o They need to be able to write client-facing comms and documents with
correct grammar, absence of typos, etc., as well as technical accuracy.
o Methodical, evidence-based, logical approach to problem-solving, with
detailed recording of work done.
- Professional
o Takes ownership and action for their own knowledge and other professional development.
o Appearance, language, timekeeping, communications are all ‘business class’.
o Calm under pressure and logical in their approach to problem solving.
o Collaborates with the team to ensure the best possible outcome for the customer and the business.
- Empathetic
o When dealing with clients, prospects, and colleagues, demonstrates understanding of issues from the other’s point of view in a way that reassures the other person that their situation is understood. For clients, this might be showing understanding of the hassle and impact a technical problem is making for them.
- Flexible to requirements of the business
o Willingly takes on the work that needs to be done, without staying within their own area of comfort / demarcation. Resourceful in finding solutions. Enthusiastic about working in a multi-client environment/environment where the things we do change pretty frequently.
Technical Skills
- As mentioned above, we need someone with a breadth of skills – not a specialist. However, they should have strong skills in all of the following:
o Cloud infrastructure and SaaS. MS Azure certification an advantage.
o Storage – RAID, NAS, DAS, etc.
o Desktops – Windows 10 & 11. MacOS and Linux an advantage.
o Windows Server configuraEon and administration.
o Virtualisation
o Data protection
- We would like someone to have strong skills in network design and management. Certified to CCNA or equivalent an advantage.
- Experience working in an MSP environment with associated tools is an advantage.
- Knowledge of security best practices in relation to (but not limited to) firewalls, endpoint security, SaaS, and policies.
- Familiarity with compliance regulations/certifications such as GDPR, Cyber Essentials, and NIST.
Other Requirements
- 7+ years of applicable experience at the level we’re seeking.
- Full UK driving license and their own vehicle insured for business use.
Sound like the ideal role for you? Do not miss out - Apply today!