HN44398

TYPE: Permanent, full-time
WORKING HOURS: 8.30-17.00 from Monday to Friday, 37.5 hours per week
SALARY: up to £50K depending on experience
START: ASAP
LOCATION: London (UK)

RESPONSIBILITY:
1. System Integration / Office Relocation Services
- Provide system integration work for their customers’ on-site/off-site
- Perform customers' system environment survey and produce site manuals
- Evaluate risks and plan processes to mitigate risks
- Run knowledge-transfer for customers' environment and new settings to other engineers in the team
- Understand customer's IT policy and do not advise users against the policy
- Assist development of new products and services. Keep updating knowledge of new technologies which require our service improvements
- Lead and assist other engineers in the team

2. System Maintenance Services
- Maintain customer systems in regular and/or on demand basis
- Provide technical support for their customers via telephone, email, and online tickets
- Provide accurate and timely diagnosis and rectification of customer faults
- Provide 1st, 2nd, and 3rd line support for their customers and also internal as a part of Service Desk Operation
- Maintain support related documents (e.g. Site manual, Asset List, User Manual)
- Work proactively to ensure prompt resolution of support cases and the highest possible levels of customer satisfaction
- Solve technical and non-technical issues as an escalation point for Service Desk

3. Third-Party Management
- Manage third-party in helpful manner
- Represent to third-party on behalf of customers
- Manage and control service quality and/or product delivery of third-party

4. Customer Management
- Manage customer’s requirements and wishes for both technical and non-technical
- Maintain customer relationship
- Report customer’s complaint to Supervisor / Line Manager immediately

5. Specialist Support
- Research new products and services
- Arrange evaluation process of new products and services
- Assist to develop and maintain channel partnerships

6. Internal IT ad-hoc support
- Proactively suggest to Supervisor / Line Manager operational and/or system improvements
- Assist planning and promote internal IT systems
- Implement and introduce new IT systems and upgrade existing system
- Transit technical skill and day-to-day operations to Service Desk members

7. Duties to the Company
- Read, understand and comply with all company policies and procedures
- Have a duty to take care of your own health and safety and that of others who may be affected by your actions at work
- Protect and enhance the goodwill of the company and its reputation for fair trading and ethical conduct
- Assess risks, implement measures if necessary and minimize security and quality incidents
- Any reasonable work as directed the management

ESSENTIAL:
- Minimum 3 years of experience in IT infrastructure industry
- Ability to work autonomously on own initiative and as part of a team
- Ability to manage relationships with tact and diplomacy
- Ability to prioritise and manage own workload
- Clear and articulate English-speaking skills as majority of end users are non-native English speakers
- Outstanding knowledge of server and storage technologies, for both physical and virtual environment
- Technical skills of system design, installation, testing, troubleshooting, migration for the following products, but not limited to:
• Microsoft Windows Environment (Windows Server and Active Directory)
• HP, IBM, DELL, and other major server/storage hardware
• Various security software and appliances
• Power management products
- Technical documentation skill

DESIRABLE:
- More than 5 years of work experience
- Microsoft Certificate(s)
- Good knowledge of virtual and cloud environment such as VMware, Hyper-V, Azure, AWS
- Good knowledge of Cisco, Juniper, Bluecoat and other network devices
- Basic Knowledge of Telecom circuit and Data Centre technologies.
- Knowledge of Structure cabling

** All applicants must have the right to work in Germany or the UK as the Company is not able to offer visa support.