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 Great Yarmouth Managed Services Helpdesk Team, you will be responsible for providing 1st line technical support and solutions to our clients through our helpdesk portal, telephone and by email.
This role also has responsibility for performing hardware/software installations and upgrades, performing maintenance duties and troubleshooting (remotely or on-site) and the preparation and delivery of small orders to client site. (A pool car is available for customer visits).
Job Responsibilities
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 met.
* Triage 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 and 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 responsibilityforone’s ownprofessional 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
Benefits Package:
* Company Pension Scheme, 5% ER, 3% EE contributions
* 25 Day Annual Holiday Entitlement (Jan-Dec)
* 8 Public Holidays
* Volunteering Day per year to support an Xperience chosen charity, or a charity of your choice
* Bereavement Leave Policy
* Enhanced Parental Leave Policy (under review)
* Long Service Awards commencing from 1 years’ service
* Monthly/ Annual Recognition Awards
* Hybrid Working
* Cycle to Work Scheme
* Salary Sacrifice EV Scheme coming soon!
* Employee Referral Bonus of £1500 per hire
* Discounted IT Purchase Scheme
* Company Funded Social Events
* Easily accessible and free car parking
*T&Cs apply based on contract
Competencies required for role:
Communication
Conveys information and ideas clearly and respectfully.Listens to other and values different opinions.
Teamwork and Collaboration
Sharesknowledge and works across departments and locations, workingco-operatively and supportively with colleagues.
Results Focussed/Problem Solving
Prioritizestasks, overcomesobstaclesand accepts ownershipof work assigned.Owns actions thatdeliver results.
Developing Yourself & Others
A quick learner whois able toacquire and apply new knowledge and skills whilst learning from experiences and mistakes.
Xperience is an equal opportunities employer.
Experience Required
* One year of professional experience intwo or moreof the following:
o Microsoft Windows desktop operating system
o Microsoft Office 365 (Exchange Online, One Drive etc)
o Active Directory
o Anti-Virus, Anti-Malware & Anti-Spam Solutions
o Backup & Replicationsoftware
o Hardware Maintenance (Laptops and Desktops)
o Patch Management Solutions
* Previous experience in an internal or external facing helpdesk support team
* Previous hands-on experience with ticket management systemse.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 theUK(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
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