Holker has, in over ten years, become a leading supplier IT solutions and services. We provide solutions that recognise the importance of service security and data integrity to our client's organisation and brand. Our clients cover a broad range of sectors, including energy, schools and colleges, transport and logistics, manufacturing and the legal sector. Today Holker looks to the future, ensuring that our cloud services and support are world class to make sure that we can continue to play a value adding & strategic partnership role to the organisations we support and be part of their future success.
Holker are currently looking to recruit, a determined and enthusiastic individual to join our expanding technical team. As an MSP we support a large number of clients in various markets, each with bespoke configurations. Our customers rely on us 24/7 and we always deliver against our customer promise.
As a member of our team, we will provide an ongoing training programme to sharpen your skills and keep them current.
Duties to include but not restricted to:
• Provide final level of escalation for customer incidents
• Providing strong server and desktop support across our customer networks
• Keeping clients updated as to the progress of their request / issue status
• Maintaining agreed SLA's, updating ticket information as you work from diagnostics through to resolution
• To provide an escalation point for sales/customers/technical, and to manage the solution to its conclusion
• Upskilling our people where required
• Liaise with third parties and vendors to resolve incidents with root cause analysis
• Perform Incident Management & reporting on complex / large scale issues
• Assist with mentoring colleagues in line with escalation procedures
• Visiting client sites on occasions to resolve the problem where issues cannot be resolved remotely
• Maintaining a high degree of customer service, professionalism and integrity
• Producing and updating technical documentation, conducting infrastructure audits
• Working to deadlines and adapting quickly to a fast-changing environment
• To ensure that support work carried out outside of contractual obligations is captured and charged accurately and in a timely manner
• Work with management to identify efficiencies within the technical department and implement, including reducing incoming cases and streamlining processes
• Ensuring accurate time sheet information completed
• KPIs achieved
Desirable Skills:
Excellent communication skills (both verbal and written)
Ability to respond to customers under SLA and work under pressure
Customer focused
Possesses significant knowledge of client / server and Internet systems architectures
Has developed complex technical solutions to IT problems
Excellent commercial/technical knowledge and experience
Full Clean UK Drivers License
Previous Career Experience:
• Experience of a support desk environment, ideally with in an MSP
• Microsoft Cloud technologies – eg. Azure, O365, AHV
• Virtual desktop solutions such as VMware Horizon, Critix, Remote Desktop Farms
• Network software including TCP/IP, DNS and DHCP protocols
• Back up and replication technologies (Veeam is highly advantageous)
• Scripting such as PowerShell, Power Query
• VMware & Hyper-V
Personal Qualities:
• Good time and workload management skills
• Highly motivated – sets and achieves challenging goals
• Conscientious, well organised and customer focused
• Display a willingness to make decisions; exhibit sound and accurate judgement and include appropriate people in the decision-making process
• Demonstrates commitment to the role, team and company, and will go the extra mile when required
• Prepared to work out of hours / on 24x7 call when required (additional benefits offered)