Details
Location: Gloucester
Contract Type: Permanent
Job Description
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. 95% of our clients say they would recommend us. Our people are the difference at Xperience – they have the expertise and ambition to collaborate with our clients to guide them toward the optimum solution, working in partnership with world leaders in technology to deliver smart, real digital transformation in Cloud, ERP, CRM, Managed IT and Cyber Security.
Role Summary
We are undergoing an exciting time in our evolution and now seek an experienced Level 2 Managed Services Engineer. Working as part of the Managed Services Team, you will be instrumental in delivering best‑in‑class Managed IT support to our growing customer base. This key technical role is responsible for providing second‑line technical support to our clients through our online helpdesk, live chat, telephone and email. As the point of escalation for all client enquiries, the Service Desk Engineer investigates and resolves complex support incidents across a variety of technologies such as MS Window Server, O365, Active Directory, Cyber Security and Cloud.
Job Responsibilities
* Deliver a high level of customer satisfaction by acting as the point of escalation for all support channels.
* Provide level 2 technical support to internal and external stakeholders, working within SLAs and ensuring all tickets are logged and updated regularly.
* Pro‑actively monitor internal systems and raise support tickets on behalf of clients when issues are identified.
* Configure, deliver and deploy PCs, laptops and printers for stakeholders.
* Perform regular remote or on‑site maintenance on behalf of our clients.
* Provide on‑site technical support and facilitate hardware repair or troubleshooting.
* Refer client requests for advice & consultation to Business Solutions and Commercial teams where necessary.
* Manage and monitor ICT systems and platforms, both internal and client‑facing.
* Perform ICT maintenance for clients and internal systems.
* Collaborate with peers and other areas of the business to increase product and service knowledge.
* Develop the skills and capabilities of junior team members, sharing knowledge and experience.
* Create and update technical documentation and knowledge‑base articles.
* Take responsibility for your own professional development, ensuring any contractual or partnership accreditations or certifications are achieved.
Benefits
* Generous 30‑Day Annual Holiday Entitlement (Jan‑Dec)
* 8 Public Holidays
* 1 Day Guaranteed Birthday Leave
* Volunteering Day per year to support a chosen charity.
* Enhanced Sick Pay after probationary period.
* Bereavement Leave Policy.
* Enhanced Parental Leave Policy.
* Wellbeing Benefits (Mental Health Support, Flu Vaccinations).
* Long Service Awards from 1 year of service.
* Monthly/Annual Recognition Awards.
* 36.25‑hour working week.
* Hybrid Working.
* Salary Sacrifice 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 free car parking.
* Terms & Conditions apply based on contract.
Competencies Required For Role
Communication – Conveys information and ideas clearly and respectfully, listens to others and values different opinions.
Teamwork and Collaboration – Shares knowledge and works across departments and locations, collaborating cooperatively and supportively with colleagues.
Results‑Focused / Problem Solving – Prioritises tasks, overcomes obstacles, accepts ownership of work and delivers results.
Developing Yourself & Others – A quick learner who acquires and applies new knowledge and skills while learning from experiences and mistakes.
Experience Required
Essential
* Proven technical experience in at least 3 of the following: Microsoft Windows Server installation / configuration and troubleshooting; Microsoft Office 365 (Exchange Online, One Drive, SharePoint administration); Active Directory installation / setup and Group Policy configuration; Anti‑Virus/Anti‑Malware/Anti‑Spam solutions troubleshooting; Hardware maintenance (Servers, Laptops or Desktops); Hyper‑V or VMware management of virtual infrastructure; SSH/configuration of networking / Cisco routing / switching.
* One year’s hands‑on experience with ticket management systems (e.g., ConnectWise).
* Valid right to work in the UK (no visa sponsorship maintained).
Desirable
* Previous experience in an internal or external facing helpdesk support team.
* Professional IT certifications in ITIL Foundation, Microsoft Certified Associate (Teams, O365, Azure), or networking.
* Previous experience in an IT / professional services organisation.
Apply Now
Apply Online
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Engineering and Information Technology
Industries
IT Services and IT Consulting
Xperience is an equal opportunities employer.
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