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.

Lead Helpdesk Analyst

Job Title: Lead Helpdesk Analyst

Department/Location: Customer Support/Tamworth

Hours of Work: 40 hours a week across 3 shift patterns (from 07:00 – 19:00)

Duties and Responsibilities

Your Team

Joining a dedicated team of 3 which is part of a wider team of Service delivery team members

Individual Tasks

  • To troubleshoot and resolve service calls escalated to 3rd line level
  • General housekeeping and maintenance on a variety of system and network infrastructures
  • Creating policies and maintaining WSUS across multiple networks, including multi-tier upstream and downstream setups
  • To assist helpdesk analysts and senior helpdesk analysts with general support queries prior to escalation
  • Technically mentoring and supporting 1st and 2nd line teams
  • To assume remote control over customers’ computers when necessary to resolve problems
  • To update assigned support queries on our service management system to ensure details are current
  • To ensure clients are fully informed of developments related to their outstanding issues
  • To keep service management teams appraised of all escalated and political calls
  • Occasional involvement in customer projects including application deployment and systems / network maintenance
  • Occasional involvement in system rollouts, working alongside with Technical Consultants to deliver new network deployments to our customers
  • Following best practices when making changes to client networks – “no shortcuts”
  • Ensuring change control requests are completed for the relevant clients
  • Liaison with technical consultants and field engineers on escalated calls past 3rd line level
  • A willingness to work overtime and as when required
  • Inclusion in an ‘out of hours’ standby rota
  • Upkeep of the PRTG Monitoring Platform
    • To monitor and act upon server and network alerts from our alert monitoring system and to carry out pro-active enhancements to alerting monitoring to ensure minimal downtime for clients
    • Maintain the performance of the monitoring platform (escalate if capacity being reached)
    • Contribute to the process for tuning and reviewing alerts, so that all ‘Red’ alerts are genuine, with ‘Amber’ being an actionable warning
    • Adherence to the permanent fix process, by ensure alerts are followed up with a service request to remove or reduce repeat/temporary/workaround fixes where possible
  • Backup Management (Aligned to SLA)
    • To maintain and monitor client backup and replication process and correct failures
    • Contribute to the development of the customer backup schedule and success of backup methodologies
    • Maintenance of a backup inventories for clients
  • Patching OS/AV (Aligned to SLA)
    • Contribution to the direct management of the server patching schedule for all customers
    • Direct ownership of end user device updates (Windows / OS)
    • Contribution to audits/proactive monitoring (for machines not updated)
    • Contribution to the proactive maintenance of the patching inventory of customers
  • Firmware patching scheduling
      • Contribution to the proactive maintenance of the client firmware inventory
      • Contribution to the schedule of patching work / liaison
        • SAN/Storage updates
        • Switch/Router updates
        • Firewall/Loadbalancer updates
      • You may also be required to carry out any other duties which may reasonably be required

Travel

      • An office based role with occasional ad hoc travel to client sites across the UK

Communication

        • To respectfully and confidently communicate internally and with our external clients in order to promote Quiss and our core values
        • To share your ideas with your team and the wider business
        • To own support escalations that reach the Lead Helpdesk Analysts ensuring a smooth transition to the Technical Consultants if required

Documentation

  • Updating the service management system with content relevant to the tickets in your call queue
  • To provide and update detailed documentation for each client in a centralised location for sharing with other support staff, including but not limited to:
    • Infrastructure changes
      Support passwords
    • ‘how to’ guides
    • A list of do’s and don’ts
    • Best practice and policy guides
    • Patching schedules
  • To complete any talent management documentation, including probation, personal development and annual review documentation

Skills requirement

Essential

  • Advanced knowledge of Windows desktop environments from Windows Vista and above
  • Advanced knowledge of Windows server environments from Server 2008 and above (including SBS variants)
  • Knowledge and experience working with SAN technology, preferably in a VMware environment
  • Strong knowledge of LAN/WAN technologies
  • Active Directory (creation and management of user accounts within AD since Exchange 2007)
  • Group Policies (creation and management of what are they, logon scripts and PowerShell)
  • MS Exchange 2007 onwards (Troubleshooting at server level, management of user accounts, ‘how do I’ support advice, access requests)
  • MS Exchange 2007 onwards (Troubleshooting at server level management of user accounts, ‘how do I’ support advice, access requests)
  • MS Office 2007/2010/2013/2016 (Troubleshooting ‘how do I’ support advice, basic trouble shooting)
  • MS Office 365 (Troubleshooting, migration and management of user accounts, ‘how do I’ support advice, access requests)
  • Terminal Server (Creation of accounts, trouble shooting at server level)
  • Advanced Knowledge of the Backup Exec application by Symantec
  • DNS, DHCP and maintenance of domain records

Desirable

  • Knowledge of backup solutions including Veeam, DPM, Datto and Storage Craft
  • Knowledge of SQL
  • Knowledge of Citrix
  • HTML and CSS experience would also be a positive

Education, Qualification and Training (possibly)

  • Educated to A ‘level or equivalent standard with at least Maths and English grade c GCSE or above
  • Microsoft Certified to MCSA/MCSE standard
  • CompTIA A+ certification
  • CompTIA N+ certification
  • CCNA or CCNP

Background

  • 7 years’ experience in a helpdesk support role including 2nd line support, at least 3 of which is at 3rd line level

Personal

  • A proactive problem solver with strong technical and customer facing ability
  • Analytical
  • An effective communicator, one that is confident in their own ability
  • A 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 in approach
  • Engaging and able to work as part of a team
  • A people person
  • Mature and calm in approach
  • Respectful of other’s opinions

Salary and Benefits

  • Salary dependent upon experience and qualifications
  • 23 days annual leave rising to 27
  • Qualifications allowance payable upon successful completion of funded accreditations (£150 – £1800)
  • Overtime allowance
  • Out of hours stand by rota allowance
  • Employer based pension (after qualifying period)
  • Death in Service benefit (after qualifying period)
  • Free refreshment provisions
  • Free car parking with electric charging facilities
  • Childcare Voucher scheme
  • Cycle to work scheme
  • Funded training
Site Support Analyst

Job Title: Site Support Analyst
Job Code: Q-HR – Dedicated and Field Services
Department/Location: Service Delivery / Burton Upon Trent
Hours of Work: 37.5 hours per week, to be worked flexibly between the hours of 08.00-18.00 Monday to Friday

Main Purpose

Responsible for providing desktop support on a range of windows, application and hardware problems. Based on site as a dedicated resource, you will provide a professional support service with a positive customer centric approach.

Duties and Responsibilities

Your Team

  • Joining a wider team of Service Delivery individuals , but based on site as a dedicated client resource

Individual Tasks

  • Providing site support to approximately 1400 users across 8 UK site locations, proactively managing calls on our Service Management system or by receiving escalated calls from colleagues
  • Confidently installing, diagnosing, repairing, maintaining and upgrading all PC hardware and peripheral equipment together with their associated software applications
  • Providing a first line response for local server problems
  • Carrying out project work as and when necessary
  • Managing your own call queue within specified SLA’s
  • Responsible for deskside onsite support as escalated from your call group based in Tamworth. Also receiving support from field based team members where necessary
  • Always taking a quality approach to resolution
  • 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 will be a key point of contact for the client, with responsibility for carrying out regular ‘floor walks’ and proactively responding to and dealing with other on site issues that may arise
  • You may also be required to carry out any other duties which may reasonably be require

Travel

  • A site-based role covering 8 office locations in the UK with ad hoc travel to other sites

Communication

  • To respectfully and confidently communicate internally and with our external clients in order to promote Quiss and our core values
  • To share your ideas with your team and the wider business

Documentation

  • Updating our knowledge base with relevant information following changes and installations
  • Updating the service management system with content relevant to the tickets in your call queue
  • To complete any talent management documentation, including probation, personal development and annual review documentation
  • To complete and update SMART target documentation

Skills requirement

Essential

  • Windows Server 2008 /2012 / 2016 (troubleshooting and an in depth understanding of an infrastructure typology)
  • Active Directory (creation and management of user accounts within AD)
  • Group Policies (creation and management of what are they, how they are enforced)
  • MS Exchange (management of user accounts, ‘how do I’ support advice, access requests, basic troubleshooting at server level)
  • MS Office 365 support and administration
  • Terminal Server (Creation of accounts, basic trouble shooting at server level)
  • Networking. Knowledge of connectivity, TCPIP, DHCP, DNS
  • HW Break/fix skills covering desktop, laptop, print and other peripheral devices

Desirable

  • Windows Server 2012 / 2016(troubleshooting and an in depth understanding of an infrastructure typology)
  • Backup solutions and storage systems (Management of the backup solution across technologies such as Symantec, BackUp Exec and Cloud offerings)
  • VMWare 5.5 onwards
  • LAN and WAN technologies including, TCP/IP, DHCP, DNS, IP Addressing, VPN, switching, routing, wired and wireless access (troubleshooting network performance issues)
  • iPhone support
  • Dell hardware and laptop exposure

Application Knowledge (define according to site)

  • Mimecast
  • Sophos (Central Endpoint and Server and XG)

Education, Qualification and Training

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

In addition to the above you may also possess either MCSA or CCNA.

Background

  • Demonstrating a proven ability to troubleshoot effectively from first principles over a broad range of generic and bespoke business applications, network and printing
  • At least 6 years desktop and infrastructure technical support exposure
  • Ideally from an IT services business
  • Maybe from a customer services role

Personal

  • A proactive problem solver with strong technical and customer facing ability
  • An effective communicator, one that is confident in their own ability
  • A 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 in approach
  • Engaging and able to work as part of a team
  • A people person
  • Mature and calm in approach
  • Respectful of other’s opinions

Salary and Benefits

  • Starting salary up to £26k but dependent upon experience and accreditations
  • 23 days holiday increasing to 27
  • Employer based pension (after qualifying period)
  • Death in Service benefit (after qualifying period)
  • Training Bonus
  • Childcare Voucher scheme
  • Cycle to work scheme
  • Funded training
Lead Helpdesk Analyst – Networks

Job Title: Lead Helpdesk Analyst – Networks
Job Code: Q-HR
Department/Location: Support Services / Tamworth & Home based
Hours of Work: 40 hours a week to be worked flexibly across 5 week days (from 06:00 – 22:00)

Main Purpose

Responsible for technically escalated helpdesk calls, providing 3rd line full systems troubleshooting support during major incidents. Housekeeping and maintenance on a variety of network and system infrastructures, mentoring and supporting 1st and 2nd line teams.

To prevent client issues by planning (in conjunction with your leader) client infrastructure housekeeping tasks to be executed proactively by the third line team and other technicians. Executing the necessary activities so as to ensure a high level of standards is maintained at all times.

This function ensures the availability of complete client IT services against SLA.

Duties and Responsibilities

Your Team

  • Joining a dedicated 3rd line team which is part of a wider service desk.

Individual Tasks

  • To troubleshoot and resolve service calls escalated to 3rd line level
  • General housekeeping and maintenance on a variety of network and system infrastructures
  • To assist and mentor helpdesk analysts and senior helpdesk analysts with general support queries prior to escalation
  • To ensure clients are fully informed of developments related to their outstanding issues
  • To keep service management teams appraised of all escalated and political calls
  • Involvement in customer projects including network and systems maintenance
  • Occasional involvement in infrastructure rollouts, working alongside with Technical Consultants to deliver new network deployments to our customers
  • Following best practices when making changes to client networks – “no shortcuts”
  • Ensuring change control requests are completed for the relevant clients
  • Liaison with Technical Consultants and Field Engineers on escalated calls
  • A willingness to work overtime and as when required

Monitoring Platform

  • To adhere to the standards (Networking Equipment plus server and storage) deployed across all monitored customers, with input from other technical team members
  • With your team, to monitor the thresholds and KPIs
  • Maintain the performance of the monitoring platform (escalate if capacity being reached)
  • Implement the process for tuning and reviewing alerts, so that all ‘Red’ alerts are genuine, with ‘Amber’ being an actionable warning
  • Adherence to the permanent fix process, by ensure alerts are followed up with a service request to remove or reduce repeat/temporary/workaround fixes where possible

Backup Management (Aligned to SLA)

  • Contributing to the entire customer backup schedule and success of backups
  • Contributing to the management of a robust alerting/resolution process for failed jobs
  • Contribution to the maintenance of a backup inventory of customers

Patching OS/AV (Aligned to SLA)

  • Contribution to the direct management of the server patching schedule for all customers
  • Direct ownership of end user device updates (Windows / OS)
  • Contribution to audits/proactive monitoring (for machines not updated)
  • Contribution to the proactive maintenance of the patching inventory of customers

Firmware Patching

  • Contribution to the schedule of work including
    • o SAN/Storage updates
    • o Switch/Router updates
    • o Firewall/Loadbalancer updates
  • Contribution to the proactive maintenance of the firmware inventory of customers

Strategy

Taking responsibility alongside your leader for defining team strategy and work rotas in order to deliver the required outcomes set out above for client monitoring, system and firmware patching, backup and antivirus maintenance, in addition to:

  • Sharing ideas focused on strategically identifying further opportunities to enhance the scale of system
  • Contributing to researching and proposing additional/replacement toolsets to provide scalable MSP solutions
  • Contributing to the development of the strategy for proactive capacity planning of network server and storage infrastructure
  • To contribute to the schedule as developed by the Quiss Talent Department and its ‘lunch and learn’ sessions relevant to the department and the audience for the session
  • To carry out any other duties which may reasonably be required

Travel

  • The role is split between Tamworth and home-based working, where upon occasion some client travel may be required

Communication

  • To escalate verbally and in written form any client issue that will impact continued service
  • To respectfully and confidently communicate internally and with our external clients in order to promote Quiss and our core values
  • To share your ideas with your team and the wider business

Documentation

  • To maintain template documents to be rolled out to all clients
  • To maintain ‘how to’ guides for each client
  • To maintain a list of do’s and don’ts for relevant clients
  • To maintain all best practices and policy guides for each client
  • To maintain patching schedules for each client
  • To maintain troubleshooting guides within Cherwell
  • To complete any talent management documentation, including probation, personal development and annual review documentation

Skills requirement

Essential

  • Strong knowledge of LAN/WAN and ability to demonstrate how they proactively and reactively diagnose issues based on:
    • Layer 2 protocols, Layer 3 protocols and Layer 4 protocols
    • Good understanding of the OSI and TCP/IP models and the ability to distinguish where issues lie based on a methodical troubleshooting approach to this model.
    • Understanding and ability to read log files on switching & routing devices and escalate accurately to appropriate departments on evidence in the analysis.
  • Experience and understanding of differing vendor firewall technologies including but not limited to Cisco, Checkpoint, Dell and how to troubleshoot traffic issues using tools available on-box and off-box
  • Understanding of standards-based protocols e.g. SIP.
  • Ability to collaborate with service providers to provide accurate diagnosis for issues in calls flows related to signalling or media.
  • DNS, DHCP and maintenance of domain records
  • Knowledge of Windows desktop environments
  • Knowledge of Windows server environments from Server 2008 and above (including SBS variants)
  • Knowledge and experience working with SAN technology
  • Active directory administration and troubleshooting
  • Group Policies (creation and management of what are they, logon scripts and PowerShell)
  • Exchange organisation troubleshooting (including fail over)
  • MS Office support
  • MS Office 365 troubleshooting, migration and management of user accounts
  • Remote desktop server and Citrix knowledge
  • Knowledge of on premise and hosted backup solutions

Desirable

  • Strong understanding of Voice over IP
  • Knowledge of SQL
  • HTML and CSS experience would also be a positive

Education, Qualification and Training

  • Educated to A ‘level or equivalent standard with at least Maths and English grade c GCSE or above
  • Ideally CCNA R+S plus at least one of CCNA Security or CCNA Collaboration
  • Possibly MCSA Window Server 2012 or 2016
  • Possibly MCSA 0365
  • Possibly ITILv3

Background

  • One developed within a Managed service provider for at least 10 years
  • One developed with customer services in mind
  • One developed with practical hands on exposure to real time issues with a view to preventing rather than curing an IT related issue

Personal

  • Organised and methodical in approach
  • A proactive problem solver with strong technical and customer facing ability
  • An effective communicator, one that is confident in their own ability
  • A 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
  • Engaging and able to work as part of a team
  • A people person
  • Mature and calm in approach
  • Respectful of other’s opinions

Salary and Benefits

  • Salary dependent upon experience and accreditations
  • 23 days annual leave increasing to 27
  • Employer based pension (after qualifying period)
  • Death in Service benefit (after qualifying period)
  • Free refreshment provisions
  • Limited free car parking
  • Childcare Voucher scheme
  • Cycle to work scheme
  • Funded training
Senior Systems Specialist - Tamworth

Package: Competitive salary and pension

Job type: Full time

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 Systems Specialist to join our team based at our Head Office in Tamworth, Staffordshire.

Role Overview:

To assist in leading and driving the Quiss project 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 infrastructures.

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

Duties and responsibilities include:

        • 60% /40% split in terms of your time. 60% of your time will be focused on project designs and installations. 40% of  your time will be spent focused on BAU and escalations; guiding  Systems Specialists, Associate Systems Specialists, Lead Helpdesk Analyst and Senior Helpdesk Analyst team members, enhancing your own technical and consulting skills through further training and exposure to projects, completing site audits, attending presales meetings and contributing to tender documentation
        • Ability to design/support the deployments of O365 and Azure Services
        • To provide sales support for new or existing customer design/changes, catering for (but not limited to) Physical, Virtual Server and Cloud Infrastructure, Server Software, Storage Systems and Backup Infrastructure
        • To design, configure, troubleshoot and install Microsoft Server (Physical and Virtual)
        • To design, configure, troubleshoot and install VMware and Hyper V solutions
        • Ability to deal with third party products and vendors such as Mimecast, Sophos and Peppermint
        • To act as a technical authority in documenting design, installation and configuration of all systems consultancy activities
        • To liaise with 3rd party vendors to resolve performance and reliability issues, including root cause/permanent fix
        • To  lead large scale infrastructure project work for new or existing contracts
        • To create, manage and QA Statements of Work for mid-contract customer changes
        • To provide on call support out of hours
        • To provide scheduled out of hours change support as part of planned maintenance

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 (physical and virtual implementation)
        • VMWare and Hyper V installation and configuration
        • Citrix Server (Fundamentals a minimum)
        • Design, installation and configuration of disk and tape backup and replication technologies (LTO, DFRS, Cloud, DPM)
        • Core knowledge of common Microsoft Server products (Exchange, SQL, SharePoint, CRM) at least one a speciality
        • O365 suite of products, specifically Exchange, Office and Skype
        • Azure, IaaS and Backend as a Service (BaaS)
        • Monitoring & Management technologies (SCOM, PRTG, IPAM) + Remote Access Tools (RDP, KVM, Bomgar)
        • Microsoft Operation Manager
        • Strong skills in security technologies & practices
        • Strong working practices for operating within a Data Centre/Server Room Environment
        • Excellent hands on skills with voice technologies – ISDN, VOIP, SBC (Unified Comms)
        • Ability to identify poorly installed systems infrastructure and design remedial action plans

Desirable skills:

        • Service based skills – ITIL/ISO2000 (Incident, Problem Change, Config & Asset Management)

Education:

        • Industry Qualifications such as MSCA and MCSE (CP&I or Productivity)
        • Cisco CCNA/P Security
        • Citrix CCA
        • VMWare VCP

Background:

        • At least 10 years within an IT Services environment (worked with customer SLAs and standards such as ISO27001)
        • Customer centric background
        • Background exposure to designing solutions
        • Background exposure to presales and demonstrations

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 Helpdesk Analyst

Department/Location: Service Delivery / Tamworth

Hours of Work: 40 hours a week across Monday to Friday including stand by cover (inclusion in the Standby rota is after a qualifying period

Main Purpose:
Responsible for providing extended and escalated 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.

To mentor and target (using SMART) Helpdesk Analysts on a continual basis

Duties and Responsibilities:
Your Team

        • Working as part of a dedicated team, reporting to the Head of Service Delivery, through the Helpdesk Manager

Individual Tasks

        • Providing a first and escalated response telephone and remote support to clients, logging calls on our Service Management system or by receiving escalated calls from colleagues
        • Providing an technical escalation path to Helpdesk Analysts that were unable to resolve open tickets
        • Acting as an SME within your chosen client and technology path
        • Managing your own call queue within specified SLA’s
        • Responsible for service delivery and call resolution as part of your call group
        • Competently resolving technical issues for clients working
        • Always taking a quality approach to resolution
        • 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
        • To outline SMART targets for Helpdesk Analysts, monitoring activity or missed goals
        • Providing advice, mentoring and support for Helpdesk Analysts, grooming them so as to increase their competency level
        • You may also be required to carry out any other duties which may reasonably be required

Travel

        • This is an office based role in Tamworth
        • Updating the ticket system (Cherwell) with content relevant to the tickets in your call queue

Communication

        • To respectfully and confidently communicate (verbally and via electronic method) internally and with our external clients in order to promote Quiss and our core values
        • To share your ideas with your team and the wider business

Documentation

        • To complete any talent management documentation, including probation, personal development and annual appraisal documentation
        • To complete and update SMART target documentation
        • Updating our K base with relevant information

Skills requirement:
Essential

        • Active Directory (creation and management of user accounts within AD)
        • Group Policies (creation and management of what are they, how they are enforced)
        • MS Exchange 2013(Troubleshooting at server level, management of user accounts, ‘how do I’ support advice, access requests)
        • MS Exchange 2010 (Troubleshooting at server level management of user accounts, ‘how do I’ support advice, access requests)
        • MS Office 2007/2010/2013/2016 (Troubleshooting ‘how do I’ support advice, basic trouble shooting)
        • MS Office 365 (Troubleshooting, migration and management of user accounts, ‘how do I’ support advice, access requests)
        • Terminal Server (Creation of accounts, trouble shooting at server level)

Desirable

        • Windows Server 2008/2008R2/2012 (troubleshooting and an in depth understanding of an infrastructure typology)
        • Citrix (Server level management and troubleshooting connection issue)
        • Backup solutions and storage systems (Management of the backup solution 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 (troubleshooting network performance issues)
        • Knowledge of application support (how to approach a vendor, acting as a liaison between the client and vendor)

Education, Qualification and Training

        • Educated to at least A’ level standard or equivalent. To include at least A-C grade in English and Maths Additional industry recognised qualifications such as
        • MCSA o365, Window Server 2012 or 2016 or Windows 10
        • MCSE Productivity or Cloud Platform and Infrastructure
        • CCNA
        • ITIL
        • Mimecaste Gateway Technical Specialist (MGTS)

Background

        • At least 4 years previous technical support exposure within a busy customer lead helpdesk
        • At least 2 years previous technical support at a 2nd line level
        • Ideally from an IT services business
        • Maybe from a customer services role
        • Maybe from a hospitality background
        • Maybe from a retail background

Personal

        • 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

Salary and Benefits:

        • Up to £26k and dependent upon experience and qualifications
        • After qualifying period a Standby allowance is payable
        • 23 days annual leave rising to 27
        • Qualifications allowance payable upon successful completion of funded accreditations (£150 – £1800)
        • Overtime allowance
        • Employer based pension (after qualifying period)
        • Death in Service benefit (after qualifying period)
        • Free refreshment provisions
        • Limited free car parking
        • Childcare Voucher scheme
        • Cycle to work scheme
        • Funded training
Helpdesk Analyst

Package: Competitive salary and pension

Job type: Full time

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

Personality:

        • A proactive problem solver with strong technical and customer facing ability
        • An effective communicator, one that is confident in their own ability
        • A 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 in approach
        • Engaging and able to work as part of a team
        • A people person
        • Mature and calm in approach
        • 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 at least A-Level or equivalent standard with at least Maths and English grade C or above at GCSE level
        • 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 12 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

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.

Quiss IT Technology Oppertunities





Your Name (required)

Your Email (required)

Subject

Attach CV

Your Message

 

SOME OF OUR CLIENTS
OUR ACCREDITATIONS AND PARTNERS
  • ISO
  • Microsoft Partner
  • Microsoft Office 365
  • HP Partner
  • SOPHOS
  • vmware
  • Cisco
  • Citrix
  • Symantec
  • Avaya
  • Claranet
  • Mimecast
  • Sennheiser
  • Lifesize
Case Studies
Quiss IT Technology Oppertunities

Your Name (required)

Your Email (required)

Subject

Attach CV

Your Message

Your Name (required)

Your Telephone (required)

Your Email (required)

Enquiry