Job Description

Why Resolve?

Before we start giving you loads of info about the job, we wanted to explain why you should consider being part of our team. We really want you to understand about us, and what it is like to work here - so please take a look at our careers page: https://resolve.co.uk/about-us/careers/

This should give you a flavour of us, allow you to see our offices, hear from our team about what their typical day looks like, and also know how many pizzas we have consumed this year!

Role Description:

Our Managed Services Engineers at Resolve have a genuine passion for IT. They specialise in IT support and are pivotal in delivering an exceptional customer experience as well as contributing to our reputation as an award winning customer service enterprise.

As a T2 Managed Services Engineer at Resolve, you will be an integral part of our managed services team.

Based in our offices or remotely on a customer site as required, your primary goal will be to provide amazing IT support to our clients in a timely and efficient manner, working to targets and meeting service level agreements. You will take responsibility for managed services requests, prioritising and dealing with them effectively. This role is crucial in delivering a continuously outstanding customer experience for our clients. On a day-to-day basis you may be asked to carry out tasks such as:

Troubleshooting a backup issue Investigating a problem with bandwidth on a client internet connection Dealing with a critical incident relating to a server outage Responding to a monitoring alert raised by our clients' infrastructure

Skills essential in this role:

Resolve's Managed Services Engineers play a vital role in providing consistent, high-quality IT support to clients while ensuring the smooth operation of their IT environments. This role primarily focuses on support, but also involves some user or basic service requests such as setting up a new user or making a simple change to file permissions.

Our Managed Services Engineers possess strong troubleshooting skills to quickly diagnose and resolve a wide range of IT issues. They effectively identify root causes, apply problem-solving techniques, and implement solutions to minimize downtime and disruptions.

Proficiency in system administration tasks, including user account management, group policy configurations, software installations, and basic network setups, is important. Managed Services Engineers are able to handle routine system maintenance and ensure proper configurations.

Adept at providing remote support, Resolve's Managed Services Engineers are skilled in using remote desktop tools, communication platforms, and ticketing systems to assist clients efficiently. Clear communication and the ability to guide users through troubleshooting steps are essential.

Exceptional customer service skills are crucial, as our Managed Services Engineers interact directly with clients. They must be patient, empathetic, and able to clearly explain technical concepts to non-technical users. Positive customer interactions build trust and satisfaction.

Accurate and detailed documentation of support interactions, troubleshooting steps, solutions, and configurations is essential. Well-organized documentation helps streamline future support and provides valuable insights for continuous improvement.

Efficient time management ensures that Managed Services Engineers can handle multiple support requests, prioritize tasks, and meet service-level agreements (SLAs). They should be adept at managing their workload and responding promptly to client needs.

The IT landscape is constantly evolving, and our Managed Services Engineers stay current with technology trends and adapt to new software, hardware, and troubleshooting techniques. They are open to learning and upgrading their skills.

Collaborating with colleagues, including other support engineers and technical teams, is essential for resolving complex issues. Resolve's Managed Services Engineers are able to share knowledge, seek assistance when needed, and contribute to team success.

The ability to approach challenges with a methodical and analytical mindset is vital. Managed Services Engineers should be proactive in identifying recurring issues, suggesting process improvements, and helping prevent future problems.

Precise attention to detail is important for accurate troubleshooting, documentation, and system configurations. Managed Services Engineers should ensure that all tasks are completed thoroughly and comprehensively reviewed.

Skills desirable, but not essential:

Resolve provides training and support to all employees, but we are looking for someone who already has experience in some of the following technologies:

Windows: Understanding of Windows 11 and Windows Server operating systems, user accounts, file management, and basic troubleshooting. macOS: Basic knowledge of macOS user interface, system preferences, and software installations. o Microsoft Office, including Microsoft 365, Microsoft Exchange & Exchange Online Networking:
o TCP/IP: Basic understanding of IP addressing, subnetting, and DNS

o Network Address Translation and port forwarding relating to router configuration.

o DHCP: Awareness of dynamic IP assignment in networks.

o VPNs: Understanding of VPN setup and troubleshooting for secure remote access.

o Basic Network Troubleshooting: Identifying basic connectivity issues and performing simple troubleshooting steps.

Desktops and Laptops: Knowledge of computer components and basic hardware setup. Knowledge of backup and disaster recovery solutions, including troubleshooting. Peripheral Devices: Familiarity with printers, scanners, and other common peripherals. Mobile Devices: Basic understanding of smartphones and tablets. Remote Desktop: Basic usage of remote desktop software for remote support. Installation Procedures: Basic knowledge of installing software applications on various operating systems. Software Updates: Awareness of updating operating systems and software. Task Manager (Windows) and Activity Monitor (macOS): Understanding how to monitor system resources. o Event Viewer (Windows): Basic knowledge of reviewing system logs for errors. Password Management: Understanding the importance of strong passwords. Antivirus Software: Awareness of antivirus programs for basic system protection. Remote Assistance: Basic familiarity with tools for providing remote support to end-users. Microsoft or vendor qualifications such would help an application, but are not essential.
Job Types: Full-time, Permanent

Pay: 27,000.00-30,500.00 per year

Benefits:

Casual dress Company events Company pension Discounted or free food Free parking On-site parking Private medical insurance
Experience:

IT: 4 years (required)
Licence/Certification:

Driving Licence and own a car (required)
Work Location: In person