Senior Managed Services Engineer

Role Details

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 ambitious and driven Senior Managed Services Engineer. Working as part of the Managed Services Helpdesk 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 third 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 Senior Managed Services Engineer acts as the final point of escalation, 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.

Job Responsibilities

• Deliver a high level of customer satisfaction by acting as the final point of escalation for all support incidents received through our helpdesk, email, telephone or through live chat
• Provide level 3 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 
• Assist the Project Delivery, Commercial and Business Solutions teams with pre-sales engagements, including but not limited to, carrying out on-site audits & health checks and advising on the technical viability of technical solutions 
• Act as a point of technical escalation within Managed IT/Cloud department for other members of the team, providing support to resolve client issues 
• Provide on-site technical support and/or to facilitate the collection and delivery of hardware for repair or troubleshooting, including hardware/software installations and upgrades, performing regular maintenance duties (remotely or on-site) supporting the preparation and delivery of small orders where needed  
• Refer client requests for advice & consultation to Business Solutions and Commercial teams where necessary 
• 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 team 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
• Act as a subject matter expert, by sharing knowledge and developing others whilst collaborating with other areas of the business to increase internal product and service knowledge and client product/service adoption.

Your Benefits

• 30 days annual leave plus 8 bank holidays 
• 1 additional day’s leave for your birthday 
• Employer pension contribution of 3%
• Hybrid working
• Cycle to Work Scheme 
• IT Purchase Scheme 

Experience Required

Essential:

• Proven professional experience in four or more of the following: 
• Microsoft Windows Server 
• Microsoft Office 365 (Exchange Online, One Drive etc) 
• Active Directory 
• Anti-Virus, Anti-Malware & Anti-Spam Solutions 
• Veeam Backup & Replication or other back up technologies  
• Hardware Maintenance (Servers, Laptops or Desktops) 
• Patch Management Solutions 
• Ability to maintain servers in the following environments: Physical and virtualisation platforms (including Hyper-V, VMWare, and Azure)
• Networking and advanced Routing or Switching and Security 
• Experience with Clustering, Hyper converged Infrastructure and Storage Spaces Direct (S2D)

• Two years’ experience in an internal or external facing helpdesk support team
• One year’s experience previous hands-on experience with ticket management systems
• A willingness to travel to client sites as required for the proper performance of the role 
• Valid Right to Work in the UK (We do not currently hold a visa sponsorship licence) 

Desirable: 

• Professional IT Certifications in: 

1. ITIL Foundation 
2. Microsoft Certified Associate (Teams, O365, Azure)  
3. Sophos 
4. Veeam Certified Engineer 
5. Cisco CCNA (or equivalent) 

• Previous experience in an IT/professional services organisation

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