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- Tasks: Provide 1st line technical support and solutions to clients via helpdesk, phone, and email.
- Company: Xperience transforms businesses with digital solutions, enhancing efficiency and customer relationships.
- Benefits: Enjoy a hybrid work model, generous holiday entitlement, and wellbeing benefits like mental health support.
- Why this job: Join a dynamic team making a real impact in tech while developing your skills in a supportive environment.
- Qualifications: One year of experience in IT support, GCSE Maths and English grade 9-4 or A*-C required.
- Other info: Opportunities for professional development and a fun workplace culture with social events.
The predicted salary is between 30000 - 42000 £ per year.
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. 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 Requirements
Essential:
- One year of professional experience intwo or moreof the following:
- Microsoft Windows desktop operating system
- Microsoft Office 365 (Exchange Online, One Drive etc)
- Active Directory
- Anti-Virus, Anti-Malware & Anti-Spam Solutions
- Backup & Replicationsoftware
- Hardware Maintenance (Laptops and Desktops)
- Patch Management Solutions
Desirable:
- Previous experience in an IT/Professional Services organisation
- Professional IT Certifications,i.e.ITIL Foundation, Cisco CCNA, Microsoft MCSA
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
Job Benefits
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)
- Wellbeing Benefits (Mental Health Support, Flu Vaccinations etc)
- 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. #J-18808-Ljbffr
Managed Services Technician employer: Xperience
Contact Detail:
Xperience Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Managed Services Technician
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Microsoft Windows, Office 365, and Active Directory. Having hands-on experience or even personal projects that showcase your skills with these tools can set you apart from other candidates.
✨Tip Number 2
Demonstrate your customer service skills during any interactions with the company. Since this role involves providing support to clients, showing that you can communicate effectively and handle queries with professionalism will be crucial.
✨Tip Number 3
Network with current or former employees of Xperience on platforms like LinkedIn. They can provide insights into the company culture and the specifics of the Managed Services Technician role, which can help you tailor your approach.
✨Tip Number 4
Prepare for potential technical assessments by brushing up on troubleshooting techniques and common issues related to hardware and software installations. Being able to demonstrate your problem-solving skills in real-time can significantly boost your chances.
We think you need these skills to ace Managed Services Technician
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical support, particularly with Microsoft Windows, Office 365, and helpdesk systems. Use keywords from the job description to align your skills with what Xperience is looking for.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the Managed Services Technician role. Mention specific experiences that demonstrate your problem-solving skills and ability to deliver high customer satisfaction, as these are key aspects of the job.
Showcase Relevant Certifications: If you have any professional IT certifications like ITIL Foundation or Microsoft MCSA, be sure to mention them prominently in your application. This can set you apart from other candidates and show your commitment to professional development.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects attention to detail, which is crucial for a technical support role.
How to prepare for a job interview at Xperience
✨Know Your Tech
Make sure you're well-versed in the technologies mentioned in the job description, such as Microsoft Windows, Office 365, and Active Directory. Brush up on your knowledge of hardware maintenance and troubleshooting techniques, as these will likely come up during the interview.
✨Demonstrate Customer Service Skills
Since this role involves providing technical support, be prepared to discuss your previous experiences in customer service. Highlight how you've handled difficult situations or resolved issues for clients, showcasing your communication and problem-solving skills.
✨Familiarise Yourself with Ticket Management Systems
Understanding how ticket management systems work is crucial for this position. If you have experience with systems like Connectwise, mention it. If not, do some research on common practices and be ready to discuss how you would approach managing support tickets.
✨Ask Insightful Questions
Prepare a few thoughtful questions about the company culture, team dynamics, or specific projects you might be involved in. This shows your genuine interest in the role and helps you assess if Xperience is the right fit for you.
