Accordant Solutions Limited Hiring for Technical Support Specialist Job at London, England Full Time

This is an exciting opportunity to join an established company as they develop a new Managed Services and Security Solution for the SMB market.

We are looking to appoint a candidate with knowledge and experience of working within the MSP industry, who is looking for their next challenge, and has the desire and motivation to be involved from “Day 1” in the development of a new service.

This role will initially involve a mix of on-site in the heart of London (Zone 1) and remote working. Being “Hands On” for the first 12 months in hybrid 2nd/3rd Line Support and Project work.

The role will also have the responsibility to help define and deploy the appropriate tools, and develop the required process and procedures, to create the new Managed Service capability for and thereafter support the onboarding of new customers.

Personal Development and career progression will be provided for the right candidate to move from the Technical Specialist to eventually leading the Managed Service through the building, leading and supporting of a team including Helpdesk / Network and System Engineers, Project Engineers, Support Staff along with Trusted Contractors and Vendors.

About the Candidate

You will have knowledge of the MSP sector, the tools and processes involved in running a successful MSP, with an entrepreneurial mindset looking to develop a competitive edge over other service providers.

You can evidence dedication to your professional development by having achieving or already working towards industry recognised qualifications and have direct experience of working with common MSP tools and technologies, such as Autotask, Datto, ConnectWise, Kaseya, Zendesk, VMware, AWS, Azure etc.

Knowledge and Experience Required:

Professional Experience:

· Strong interpersonal and communication skills, particularly customer facing techniques and listening abilities

· Experience working for a Managed Service Provider (MSP) and/or IT Support Business

· Ability to provide a customer focused service to committed Service Levels

· The ability to keep up with and adapt to the fast-paced IT world

· Able to converse at all levels ranging from junior members of staff up to C-Level

· Previous experience in a customer facing/MSP role

· Knowledge of the Technology and Procedures required to establish a successful MSP Service

· Ability to work under own initiative, manage own time, and work to deadlines as part of a wider team

· Proven ability to identify and resolve challenging technical problems

· Experience of identifying new business opportunities and able to lead technical pre-sales activities to secure new customers

Technical Experience: (Must Have)

· Experience in providing Technical Support (2nd and 3rd Line Support)

· Experience of supporting, installing and modifying all version of Microsoft Windows Operating Systems (Server & Desktop) and standard Microsoft applications

· Experience of Backup and Restore technologies

· Experience in installation, configuration and maintenance of Active Directory, MS Exchange, SQL, O365, Gsuite, MS Outlook and MS Teams

· Experience using a Ticketing system / RMM Tool and PSA software

· Experience in Telecoms / VOIP and liaising with other 3rd party providers to ensure required support levels are achieved

· Experience in supporting 3rd party applications

· Patching, OS firmware, 3rd party software

· Perform routine IT System health checks to ensure customer environments are operating at their optimum level

· Good awareness of IT Security and Security risks experienced by SMEs

· Experience of working collaboratively with 3rd party vendors and other internal teams to bring a resolution within SLAs

Technical Experience: (Nice to have)

· Network infrastructure (Firewalls/DNS/VPN)

· Managing and supporting Azure

· Managing and supporting SharePoint

· Managing and supporting Microsoft Intune

· Migrating applications and services to the cloud

· Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc

Job Types: Full-time, Permanent

Salary: £50,000.00-£60,000.00 per year

Benefits:

• Company pension
• Flexible schedule
• Private medical insurance
• Sick pay

Schedule:

• Monday to Friday

Experience:

• Technical Support Occupations: 5 years (preferred)