We are enjoying growth and financial success, and are continually on the hunt for high calibre individuals with a ‘can do – will do’ attitude. Could that describe you? Are you motivated and enthusiastic and looking potentially for your next challenge? If so, why not take a look at the vacancies that we have here at Quiss and contact our Head of Talent Management at recruitment@quiss.co.uk.

Helpdesk Analyst - Tamworth

Package: Competitive salary and pension

Job type: Permanent

Company Overview:

Quiss Technology is a dynamic and successful nationwide IT services company, renowned for providing on-premise and outsourcing solutions to a wide range of business sectors. An exciting opportunity has emerged for a Helpdesk Analyst to join our team based at our Head Office in Tamworth, Staffordshire.

Role Overview:

Responsible for providing telephone and remote access support for our corporate clients on a range of workstation, application and hardware issues, including some server and network support

With a solid customer services ability and clear telephone manner, you will also be responsible for carrying out a range of daily network administration tasks

Duties and responsibilities include:

  • Providing a first response telephone and remote support to clients, logging calls on our Service Management system or by receiving calls from colleagues
  • Managing your own call queue within specified SLA’s
  • Competently resolving technical issues for clients
  • Always taking a quality approach to resolution
  • To be mindful of client’s pressures and to proactively deliver customer satisfaction
  • Ownership of a call, ensuring you are keeping a client fully informed of progress at every stage
  • To contribute to SMART sessions, making the most out of your 1-2-1-‘s with your leader, thus taking responsibility for sharing your current and future career goals
  • You may also be required to carry out any other duties which may reasonably be required

Personality:

  • An effective communicator, one that is confident in their own ability
  • Keen eye for detail and committed to getting the best results first time
  • Dedicated and focused
  • Well-spoken and presented
  • Strong time management and work output skills
  • A logical thinker
  • Organised and methodical
  • Engaging and able to work as part of a team
  • A people person
  • Mature and calm under pressure
  • Respectful of other’s opinions

Essential skills:

  • Active Directory (managing user accounts within AD)
  • Group Policies (what are they, how they are enforced)
  • MS Exchange 2013 (management of user accounts, ‘how do I’ support advice, access requests)
  • MS Exchange 2010 (management of user accounts, ‘how do I’ support advice, access requests)
  • MS Office 2010/2013/2016 (‘how do I’ support advice, basic trouble shooting)
  • MS Office 365 (management of user accounts, ‘how do I’ support advice, access requests)
  • Terminal Server (trouble shooting connection issue)

Desirable skills:

  • Windows Server 2008/2008R2/2012 (understanding of an infrastructure typology)
  • Citrix (trouble shooting connection issue)
  • Backup solutions and storage systems (understand what a backup solution looks like and why it is in place across technologies such as Symantec, BackUp Exec and Cloud offerings)
  • LAN and WAN technologies including, TCP/IP, DHCP, DNS, IP Addressing, VPN, switching, routing, wired and wireless access (a basic networking understanding)
  • Knowledge of application support (how to approach a vendor, acting as a liaison between the client and vendor)

Education:

  • Educated to A Level or equivalent standard with at least Maths and English GCSE grade C or above
  • Additional industry recognised qualifications such as:
    – CompTIAA+ Maintenance of PC’s, Mobile Devices, Laptops, OS and Printers
    – CompTIAN+ Network Admin, Network Installations, Cable Installations
    – MCSA (Windows 2012/16, O365 or Windows 10)
    – CCNA

Background:

  • At least 24 months previous technical support experience in a busy customer lead helpdesk
  • Ideally from an IT services business
  • Maybe from a customer services role
  • Maybe from a hospitality background
  • Maybe from a retail background

Opportunities:

This is a fantastic opportunity to join an expanding company who actively encourage the personal development of their employees. Working in a fast paced environment, supporting the latest technologies, this is a prospect not to be missed, where the ability to innovate and deliver results will be rewarded.

Support Co-ordinator - Tamworth

Package: Competitive salary and pension

Job type: Maternity cover

Company Overview:

Quiss Technology is a dynamic and successful nationwide IT services company, renowned for providing on-premise and outsourcing solutions to a wide range of business sectors. An exciting opportunity has emerged for a Support Co-ordinator to join our team based at our Head Office in Tamworth, Staffordshire.

Role Overview:

Providing support and co-ordination to the Service Delivery BAU teams.

Duties and responsibilities include:

  • To ensure that daily call Group checks are carried out and CG’s are evenly stacked to suit customer requirements
  • To ensure that reports for monitoring key support activity are run and appropriate actions are taken
  • Ensure that the HD1 Call queue is aligned appropriately between groups and that unresolved calls are dealt with promptly and within SLA
  • To ensure the prompt escalation of client issues to the appropriate team and management as when required
  • To proactively manage communication during major incidents and ensure that all activity is appropriately time stamped
  • To review previous days reporting and calls approaching or over breach, identifying and assigning issues and escalating where appropriate
  • To delegate work to helpdesk members and admin staff in line with priorities and monitor results / provide feedback
  • To ensure that all daily back up checks are appropriately allocated and signed off. Any double failures to be escalated to the third line team and monitored
  • To ensure that work for ‘user changes’ is appropriately assigned and the information required for billing is provided to contracts and purchasing in good time as required
  • To maintain the standby rota to reflect any shift changes for helpdesk team members and Managers
  • To check and update the standby hardware, logging all tapes and ensuring customers have adequate back up in place. Organising restores and tracking missing tapes
  • To maintain the helpdesk rota, reacting to sickness, lateness or activity effecting the daily helpdesk rota
  • To produce and update new communication plans for new and existing clients as required
  • Ad hoc assistance with helpdesk management when senior colleagues are on AL or absent
  • Assisting the Head of Service Delivery and Helpdesk Manager with the organisation of seating arrangements and call group planning
  • Providing a hand over of key incidents to Service Management / Standby Management at end of shift, particularly those likely to need ‘out of hours’ work
  • To work closely with the Service Management team to ensure that the quality of data and processes produced for Cherwell are to the highest standard
  • To coordinate the customer satisfaction survey feedback, organising information and identifying failures
  • To ensure that any tasks not completed are highlighted to management for discussion

Personality:

  • A proactive problem solver with strong technical and customer facing ability
  • An effective communicator, one that is confident in their own ability
  • Keen eye for detail and committed to getting the best results first time
  • Dedicated and focused
  • Well-spoken and presented
  • Strong time management and work output skills
  • A logical thinker
  • Organised and methodical
  • Engaging and able to work as part of a team
  • A people person
  • Mature and calm under pressure
  • Respectful of other’s opinions

Essential skills:

  • MS Office suite skills to an intermediate level (Excel in particular)
  • Excellent written English Skills

Desirable skills:

  • OneNote skills
  • SharePoint administration

Education:

  • Educated to A ‘level or equivalent standard with at least Maths and English grade C GCSE or above

Background:

  • Minimum 3 years’ experience in the planning and delivery of IT training including: classroom training, floor walking (desk side support) and delivery of presentations to large audiences
  • Creation of training course materials, handouts and training manuals

Opportunities:

This is a fantastic opportunity to join an expanding company who actively encourage the personal development of their employees. Working in a fast paced environment, supporting the latest technologies, this is a prospect not to be missed, where the ability to innovate and deliver results will be rewarded.

Senior Support Co-ordinator - Tamworth

Package: Competitive salary and pension

Job type: Maternity cover

Company Overview:

Quiss Technology is a dynamic and successful nationwide IT services company, renowned for providing on-premise and outsourcing solutions to a wide range of business sectors. An exciting opportunity has emerged for a Senior Support Co-ordinator to join our team based at our Head Office in Tamworth, Staffordshire.

Role Overview:

Providing support and co-ordination to the Service Delivery BAU teams.

Duties and responsibilities include:

  • Responsible for ensuring that an outstanding level of customer service is provided by the Helpdesk directly to the client base whilst ensuring that high levels of efficiency are also achieved. This is monitored via SLA and KPI achievements
  • Call ownership from call placed until successful resolution, to ensure the generation of suitable resolution paths within SLA to all technical and logistical problems
  • Monitoring the number of open calls to keep the totals within manageable daily limits
  • To ensure that suitable customer communication takes place proportionate to call scenarios
  • Responsible for all aspects of call resolution, through delegation of work to relevant technical personnel, the application of suitable escalation processes, appropriate customer communication and the maintenance of the systems required for this purpose
  • Take accountability for client escalations, ensuring that appropriate responses and resolution paths are provided alongside regular communication in adherence to our major incident processes. Whilst also ensuring that these are recorded and reported back to the Helpdesk Manager on a regular basis
  • Deputise for the Helpdesk Manager during periods of absence ensuring that the team remain motivated and focused and that all escalations are managed to a satisfactory conclusion
  • To ensure that daily call Group checks are carried out and CG’s are evenly stacked to suit customer requirements
  • Ensure that the HD1 Call queue is aligned appropriately between groups and that unresolved calls are dealt with promptly and within SLA
  • To review previous days reporting and calls approaching or over breach, identifying and assigning issues and escalating where appropriate
  • To delegate work to helpdesk members and admin staff in line with priorities and monitor results / provide feedback
  • To maintain the standby rota to reflect any shift changes for helpdesk staff and managers
  • To maintain the helpdesk rota, reacting to sickness, lateness or activity effecting the daily helpdesk rota
  • To produce and update new communication plans for new and existing clients as required
  • Assisting the Head of Service Delivery and Helpdesk Manager with the organisation of seating arrangements and call group planning
  • Providing a hand over of key incidents to Service Management / Standby Management at end of shift, particularly those likely to need ‘out of hours’ work
  • To work closely with the Service Management team to ensure that the quality of data and processes produced for Cherwell are to the highest standard
  • To coordinate the customer satisfaction survey feedback, organising information and identifying failures
  • To ensure that any tasks not completed are highlighted to management for discussion

Personality:

  • A proactive problem solver with strong technical and customer facing ability
  • An effective communicator, one that is confident in their own ability
  • Keen eye for detail and committed to getting the best results first time
  • Dedicated and focused
  • Well-spoken and presented
  • Strong time management and work output skills
  • A logical thinker
  • Organised and methodical
  • Engaging and able to work as part of a team
  • A people person
  • Mature and calm under pressure
  • Respectful of other’s opinions

Essential skills:

  • MS Office suite skills to an intermediate level
  • Excellent written English Skills

Desirable skills:

  • OneNote skills
  • SharePoint administration

Education:

  • Educated to A ‘level or equivalent standard with at least Maths and English grade C GCSE or above

Background:

  • Minimum 3 years’ experience in the planning and delivery of IT training including: classroom training, floor walking (desk side support) and delivery of presentations to large audiences
  • Creation of training course materials, handouts and training manuals

Opportunities:

This is a fantastic opportunity to join an expanding company who actively encourage the personal development of their employees. Working in a fast paced environment, supporting the latest technologies, this is a prospect not to be missed, where the ability to innovate and deliver results will be rewarded.

Technical Consultants (Systems) - Tamworth

Package: Competitive salary and pension

Job type: Permanent

Company Overview:

Quiss Technology is a dynamic and successful nationwide IT services company, renowned for providing on-premise and outsourcing solutions to a wide range of business sectors. An exciting opportunity has emerged for a Technical Consultant to join our team based at our Head Office in Tamworth, Staffordshire.

Role Overview:

To assist in leading and driving the Quiss systems consultancy function, catering for R&D of new products/services, through to the effective delivery of audits, site surveys, designs, implementation/installations and documentation for new or existing customers.

To take ownership and responsibility for escalations from Technical Consultants, Associate Technical Consultants and Helpdesk team members so as to work within Quiss SLAs.

Duties and responsibilities include:

  • To assist with ad hoc sales support for new or existing customers in relation to design/changes, catering for (but not limited to) Physical and Virtual Server Infrastructure, Server Software, Storage Systems and Backup Infrastructure.
  • To assist on larger projects or lead on smaller projects, the design, configuration, troubleshooting and install of Microsoft Server (Physical and Virtual).
  • To work on the design and support of O365 and Azure Services deployments.
  • To design and implement Active Directory, including Forest Trusts and Domain Security.
  • To work on VMware ESX or Hyper V design, implementation and configurations.
  • Possessing the ability to deal with third party products and vendors such as Mimecast and Peppermint.
  • To work toward becoming a ‘subject matter expert’ for Cisco and similar network devices.
  • To contribute to design, installation and configuration of network infrastructure documentation to best practice.
  • To liaise with 3rd party vendors to resolve performance and reliability issues, including root cause/permanent fix.
  • Conducting knowledge sharing sessions making sure our KB is kept up to date.
  • To provide on call support out of hours.
  • To provide scheduled out of hours change support as part of planned maintenance.
  • To work within monitoring standards, whilst still being proactive with picking up potential issues alerted by the systems.
  • To suggest ideas for the Quiss Product Roadmap focused on new solutions, services or products.
  • To help drive the policies and procedures that contribute to the maintenance of Quiss ISO, Data Protection and ITIL based standards/processes (Incident, Problem, Change, Asset and Release Management).
  • You will also be required to carry out any other duties which may reasonably be required.
  • Travelling to customer site will be required as well as some evening or weekend work when deploying customer solutions.

Personality:

  • A proactive problem solver with strong technical and customer facing ability
  • An effective communicator, one that is confident in their own ability
  • Keen eye for detail and committed to getting the best results first time
  • Dedicated and focused
  • Well-spoken and presented
  • Strong time management and work output skills
  • A logical thinker
  • Organised and methodical
  • Engaging and able to work as part of a team
  • A people person
  • Mature and calm under pressure
  • Respectful of other’s opinions

Essential skills:

  • Microsoft Server 2008 R2 onwards (physical and virtual implementation).
  • Hyper V, VMWare ESX and VCentre v6 onwards.
  • Design, installation and configuration of disk and tape backup and replication technologies (LTO, DFRS, Cloud, DPM).
  •  Advanced O365 and Azure deployments including configuration of Hybrid Cloud environments.
  • Core knowledge of common Microsoft Server products (Exchange, SQL, SharePoint, CRM) at least one a speciality.
  • IP Addressing and Subnetting, including DHCP & DNS.
  • O365 Suite of products, specifically Exchange, Office and Skype.
  • Monitoring & Management technologies (SCOM, PRTG, IPAM) + Remote Access Tools.
  • Strong skills in security technologies & practices – Antivirus, SSL, Certificate Authority (CA), Encryption & Vulnerability Scanning.
  • Strong working practices for operating within a Data Centre/Server Room Environment.

Desirable skills:

  • Hyper-V 2012R2 onwards.
  • Citrix Server (Fundamentals a minimum).
  • Intrusion Detection/Protection systems.
  • Microsoft Systems Centre.
  • Ability to identify poorly installed systems infrastructure and design remedial action plans.
  • Industry knowledge of Hosting, On-Prem, Co-Location, Managed Services, Business Continuity & UC.

Education:

  • Educated to A Level or equivalent standard, with at least Maths and English at grade C GCSE or above.
  • Industry qualifications such as MTA, CompTIA A+, MSCA Win Server 2016 or 2012, MCSA 0365 or MCSA W10 or equivalent but possibly an MCSE Productivity OR Cloud Platform and Infrastructure.
  • ITIL

Background:

  • At least 7 years exposure gained within an IT Services background (worked with customer SLAs and standards such as ISO27001).
  • Customer centric background.

Opportunities:

This is a fantastic opportunity to join an expanding company who actively encourage the personal development of their employees. Working in a fast paced environment, supporting the latest technologies, this is a prospect not to be missed, where the ability to innovate and deliver results will be rewarded.

Office Administrator (Apprentice) - Tamworth

Package: Competitive salary and pension

Job type: Apprenticeship

Company Overview:

Quiss Technology is a dynamic and successful nationwide IT services company, renowned for providing on-premise and outsourcing solutions to a wide range of business sectors. An exciting opportunity has emerged for an Office Administrator to join our team based at our Head Office in Tamworth, Staffordshire.

Role Overview:

To join as an Office Administrator (Apprentice) and learn the various skills that are required to obtain a L2 in Business Administration. We will provide training within various departments (including Accounts, Marketing, Purchasing, Reception, Sales, Service Delivery and Talent Management) to expose our Apprentice to a multitude of business administration areas. This will enable to the successful team member to specialise later on in their career.

Duties and responsibilities include:

  • Assisting with administration work for all teams as required
  • Learning to use a busy business switchboard, answering and dealing with callers
  • To meet and greet clients and those visiting site and issue security passes
  • To monitor and respond to the reception email inbox
  • Printing and binding reports and manuals
  • Printing desk labels, tape labels and welcome notes for installations
  • Update telephone system and adding new users
  • Scanning
  • Shredding
  • Opening and distribution of incoming post
  • Preparation and sending of outgoing post
  • To assist with stationery orders and keeping the stationery room tidy
  • Following NDA procedures and ISO regulations, ensuring compliance where applicable
  • To provide hospitality for meetings, book catering when required and clear rooms afterwards
  • To load and unload the dishwasher at least 3 times a day
  • Replenishing and ordering stock for fridges in meeting rooms and reception
  • Checking the kitchen fridge on a weekly basis for out of date items and ensuring hygiene is maintained for health and safety purposes
  • To action end of the day security procedure

Personality:

  • A proactive problem solver with strong technical and customer facing ability
  • An effective communicator, one that is confident in their own ability
  • Keen eye for detail and committed to getting the best results first time
  • Dedicated and focused
  • Well-spoken and presented
  • Strong time management and work output skills
  • A logical thinker
  • Organised and methodical
  • Engaging and able to work as part of a team
  • A people person
  • Mature and calm under pressure
  • Respectful of other’s opinions

Education:

  • Maths and English GCSE Grade C/5 or above

Opportunities:

This is a fantastic opportunity to join an expanding company who actively encourage the personal development of their employees. Working in a fast paced environment, supporting the latest technologies, this is a prospect not to be missed, where the ability to innovate and deliver results will be rewarded.

Why should you join us?

Being part of the Quiss team is rewarding and provides you with a clear career path, to follow at your own pace. Our core values allow individuals to fulfil their potential, fully supported by our leadership team and Talent Management function.

At the very heart of our culture, our family values of loyalty, commitment and honesty allow all members of the team to follow their ambitions and achieve their goals with the appropriate level of guidance and support. From associate Helpdesk Analysts joining us directly from college or university to our most senior Systems Consultants, your career and its development is taken seriously and is reviewed in a structured and pragmatic way.

Since we started out in business in 1988, we have enjoyed continual growth and financial stability. We are committed to placing a proportionate amount of profit back into the training and development of every member of staff. As such, every member of the team is encouraged to gain industry recognised certifications such a Microsoft MCSE, Cicso CCNP, VCP and CCEA accreditations fully funded by us. This commitment is recognisable through our continued Microsoft Gold Partner status (2 Gold and 2 Silver awards) that are reliant on qualified staff.

Not only do we develop and train team members technically but we also have a soft skills focus as increasing your communication, leadership and business skills are equally important to us.

Our flexible approach to working enables the entire team to work hard whilst retaining the appropriate work / life balance. Our flexible working ensures that you can make that children’s play, go to football practice or attend a concert on time. We are connected to a great motorway network and are minutes from a train station at Wilnecote or Tamworth.

Call or email us at recruitment@quiss.co.uk to find out more.

If you wish to apply, please use the ‘apply for a position now’ button and add the position applied for in the subject field. We look forward to hearing from you.

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