IT Technician Level III / Solutions Architect in Nottingham

The IT Technician’s role is to ensure system operation and functionality so that end users can accomplish business tasks. The objective of the IT Technician is to respond to support requests promptly, act as the initial reference point for all IT support tickets, and ensure the satisfaction of end users. The Technician will possess problem‑solving skills, outstanding customer service, strong multi‑tasking and organizational abilities, and will interact daily with colleagues from various departments, executive levels, and customers.

The Level III Technician works jointly with the sales team to provide pre‑sales and post‑sales support, including discovery meetings, site surveys, proposals and presentations on technical assessments, implementations and ongoing technical account management.

• Provide support of incoming requests to the service desk via telephone, web portal, and email to ensure courteous, timely, and effective resolution of end‑user issues.
• Provisioning and system setup for new hires.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Use remote tools and diagnostic utilities to aid in resolving support requests.
• Perform hands‑on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Install and configure hardware and software components throughout various network infrastructure devices.
• Server administration via Active Directory, File & Print services, DNS, DHCP.
• Network firewall and switch administration and maintenance.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Establish good relationships with all departments and colleagues.
• Ensure company safety and security standards are met.
• Network and server solution design and architecture.

• College diploma or university degree in Computer Science or 5 years equivalent work experience.
• Minimum 3 years’ experience working for a MSP.
• Exceptional written and oral communication skills.
• Experience with desktop and server operating systems including Windows 7, 10, Server 2008, 2012, 2016, 2019 and Mac OS.
• Project Management experience required.
• Experience writing proposals for technical solutions to fulfill business needs.
• Strong understanding of technology and business productivity systems.
• Active Directory knowledge and experience.
• Experience with UTM firewalls a plus.
• Kaseya RMM and Autotask PSA experience a plus.
• Exceptional interpersonal skills, focusing on rapport building, listening, and questioning skills.
• Good problem‑solving skills.
• Excellent customer service skills.
• Ability to work under moderate supervision.
• Sales Engineering experience a plus.
• Microsoft Server certification.
• Microsoft Desktop operating systems certification.
• Valid driver licence and ability to drive to customer locations when required.
• CompTIA Net+ and/or CompTIA Security+ certifications.