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 2

Managed Services Engineer.

Working as part of the Managed Services Team, you will be instrumental in the delivery of best-in-class Managed IT support to our growing customer base.

This is a key technical role responsible for providing second line technical support to our clients through our online helpdesk, live chat, telephone and by email. As the point of escalation for all client enquiries, the Service Desk Engineer is responsible for investigating and resolving complex support incidents, across a variety of technologies such as MS Window Server, O365, Active Directory, as well as Cyber Security and Cloud

Key Responsibilities:

Deliver a high level of customer satisfaction by acting as the point of escalation for all through our helpdesk, email, telephone or through live chat.

Provide level 2 technical support to both internal and external stakeholders whilst working within Service Level Agreements, ensuring that all tickets are correctly logged and that both internal and external stakeholders receive regular updates

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, which may require a support ticket to be raised on behalf of a client.

Configure, deliver & deploy PC's, laptops and printers for internal and external stakeholders where required.

Perform regular remote or 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 where necessary

Managing & monitoring ICT systems and platforms, both internal & client

Performing ICT maintenance for clients & on internal systems

Collaborate with peers and other areas of the business to increase internal product and service knowledge

Develop the skillsets and capabilities of more junior members of the teams sharing knowledge and experience

Create & update technical documentation and knowledgebase articles

Take responsibility for one's own professional development, through continuous learning, to ensure that any contractual or partnership accreditations or certifications are achieved

Person Specification

Essential:

Proven technical experience in 3 or more of the below, in either supporting / deploying / configuring the technologies:

o Microsoft Windows Server installation / configuration and troubleshooting

o Microsoft Office 365 (Exchange Online, One Drive, SharePoint administration.

o Active Directory installation / Setup and configuration of Group Policy

o Anti-Virus, Anti-Malware & Anti-Spam Solutions troubleshooting

o Hardware Maintenance (Servers, Laptops or Desktops)

o Using Hyper-V or VMware for management and support of virtual infrastructure.

o Using ssh to configure and support Networking / Cisco Routing / Switching

One year's experience previous hands-on experience with ticket management systems eg. ConnectWise

Valid Right to Work in the UK (We do not currently hold a visa sponsorship licence)

Desirable:

Previous experience in an internal or external facing helpdesk support team

Professional IT Certifications in:

o ITIL Foundation

o Microsoft Certified Associate (Teams, O365, Azure)

o Networking

Previous experience in an IT/professional services organisation

Benefits Package:

Generous 30 Day Annual Holiday Entitlement (Jan-Dec) 8 Public Holidays Additional Guaranteed Birthday Leave- 1 Day Volunteering Day per year to support an Xperience chosen charity, or a charity of your choice Enhanced Sick Pay on completion of probationary period Bereavement Leave Policy Enhanced Parental Leave Policy Wellbeing Benefits (Mental Health Support, Flu Vaccinations etc) Long Service Awards commencing from 1 years' service Monthly/ Annual Recognition Awards 36.25 hours working week Hybrid Working
Salary Sacrifice 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

Shares knowledge and works across departments and locations, working co-operatively and supportively with colleagues.

Results Focussed/Problem Solving

Prioritizes tasks, overcomes obstacles and accepts ownership of work assigned. Owns actions that deliver results.

Developing Yourself & Others

A quick learner who is able to acquire and apply new knowledge and skills whilst learning from experiences and mistakes.

Xperience is an equal opportunities employer.

Job Types: Full-time, Permanent

Pay: Up to 29,000.00 per year

Benefits:

Additional leave Company pension Cycle to work scheme Enhanced maternity leave Enhanced paternity leave On-site parking Paid volunteer time Private medical insurance Referral programme Sick pay
Work Location: Hybrid remote in Gloucester GL4 3RT