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 1

Managed Services Technician

. Working as part of the Great Yarmouth Managed Services Helpdesk Team, you will be responsible for providing 1st line technical support and solutions to our clients through our helpdesk portal, telephone and by email.

This role also has responsibility for performing hardware/software installations and upgrades, performing maintenance duties and troubleshooting (remotely or on-site) and the preparation and delivery of small orders to client site. (A pool car is available for customer visits).

Key Responsibilities:

Provide level 1 technical support to both internal and external stakeholders

Work to deliver on Service Level Agreements and ensuring that all support incidents are accurately recorded

Deliver a high level of customer satisfaction by acting as the primary point of contact for all new support incidents received through our helpdesk, email, telephone or through live chat

Use the helpdesk management system to log tickets for internal and external stakeholders, where raised by telephone

Perform initial investigation and where required, escalating the incident to our Level 2 or Level 3 technical teams, ensuring high levels of customer are met.

Triage new support requests by reviewing and modifying ticket subjects, priority, department, associated service level agreement and contractual requirements

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, taking action to create a support incident on behalf of a client

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

Perform regular remote and 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

Manage and monitor internal and external ICT systems and platforms performing any necessary maintenance

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

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

Person Specification

Essential:

One year of professional experience in two or more of the following:

o Microsoft Windows desktop operating system

o Microsoft Office 365 (Exchange Online, One Drive etc)

o Active Directory

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

o Backup & Replication software

o Hardware Maintenance (Laptops and Desktops)

o Patch Management Solutions

Previous experience in an internal or external facing helpdesk support team

Previous hands-on experience with ticket management systems e.g. Connectwise

GCSE Maths and English grade 9-4 or A*-C (or equivalent)

Willingness to travel to client sites in the UK as required

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

Desirable:

Previous experience in an IT/Professional Services organisation

Professional IT Certifications, i.e. ITIL Foundation, Cisco CCNA, Microsoft MCSA

Benefits Package:

Company Pension Scheme, 5% ER, 3% EE contributions 25 Day Annual Holiday Entitlement (Jan-Dec) 8 Public Holidays Volunteering Day per year to support an Xperience chosen charity, or a charity of your choice Bereavement Leave Policy Enhanced Parental Leave Policy (under review) Wellbeing Benefits (Mental Health Support, Flu Vaccinations etc) Long Service Awards commencing from 1 years' service Monthly/ Annual Recognition Awards Hybrid Working 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 28,000.00 per year

Benefits:

Bereavement leave Company pension Cycle to work scheme Free parking On-site parking Paid volunteer time Referral programme
Schedule:

Monday to Friday
Work Location: In person