The job holder will play a critical role in delivering tailored IT solutions that meet customer needs, whilst leveraging Microsoft 365 and associated technologies to enhance business operations. This role also includes handling 3rd line escalations from the helpdesk and contributing to solution design for both our pre-sale and continual improvement processes. This role will involve occasional travel to client sites as well as planned out of hours work when required.
Overview of Responsibilities:
Working as part of the Specialist Support Team, this role provides change management and adoption via customer onboards, project work or 3rd line support. They will also be responsible for being pro-active and spotting improvement opportunities.
Candidate Profile:
They will have a proven track record of project delivery and will be able to communicate effectively with stakeholders of all levels. They will be able to manage their time across multiple projects whilst assisting the helpdesk team.
Qualifications and Training:
- Microsoft Certified: Azure Administrator Associate.
- PRINCE2 Foundation.
- ITIL 4 Foundation.
- Valid driving license.
Skills and Experience:
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Demonstrates a strong customer focus with a genuine commitment to delivering high-quality services that meet or exceed client expectations.
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Excellent written and verbal communication skills, ensuring clarity and effectiveness in both internal and client-facing communications.
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Proven ability to collaborate inclusively, fostering a cohesive team environment that supports mutual growth and project success
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Experience in applying PRINCE 2, ITIL and Cyber Essentials frameworks, ensuring adherence to industry best practices in project and service management.
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Advanced 3rd line support experience across endpoint, network, and infrastructure environments, ensuring robust and resilient IT operation
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Expert knowledge in managing and supporting Microsoft 365 environments, including Exchange, SharePoint, OneDrive, and Intune.
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- Experienced in deploying Azure resources, including Azure Virtual Desktop, virtual machines, and Azure Files, to drive scalable cloud solutions.
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Strong expertise in Windows Server administration, encompassing Active Directory, Group Policy, DHCP, and DNS, to ensure secure and efficient IT infrastructure.
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Proficient in VOIP technologies with a focus on Microsoft Teams telephony, including seamless integration within Managed Service Provider (MSP) environments.