OPTIMITY

Responsibility

• create and assist in providing quotes for equipment and services to clients
• communicate diligently with customers: keeping them informed of incident progress, changes or agreed outages
• this list is not exhaustive, and the tasks assigned might increase as per company’s needs
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• daily system checks including backup monitoring and reporting
• ensure client satisfaction is always achieved and maintained

Requirements

• degree educated or equivalent in a science or business subject
• at least one year experience working as an IT/Support Engineer within an MSP or ISP
• 3 years’ experience working with an MSP or ISP
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• windows Server– Working Knowledge of Active directory, Group Policies, DNS, DHCP troubleshooting and administration
• windows Server- Working Knowledge of Active directory, Group Policies, DNS, DHCP troubleshooting and administration
• microsoft Exchange / Exchange Online
• macOS support experience
• remote Desktop Servers
• desktop Support – Windows / Mac / Remote Desktop Session / RDS Farms
• desktop Support - Windows / Mac / Remote Desktop Session / RDS Farms
• networking protocols including TCP/IP
• excellent communication skills and the ability to deal with problems and technical issues in a pressurised and time-sensitive environment
• MSP: 3 years
• IT support: 2 years
• technical support: 4 years
• IT support: 3 years
• technical support: 1 year
• experience as a support engineer in a service environment, particularly to SMEs
• technical support: 3 years
• MSP: 2 years
• experience of the tech or ISP sectors
• macOS Server: 2 years
• 2nd Line Escalations: 1 year
• macOS and Jamf: 1 year

Earnings for position it support engineer

Responsibility

• chair & help run the monthly service reviews with ‘strategic accounts’ / alongside
• primary input into client technical roadmaps and budgets
• chair & help run the monthly service reviews with 'strategic accounts’ / alongside
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• managing any escalated service issues with passion and urgency
• producing weekly and monthly client status reports detailing time used, tickets, monitoring reports and any incident reports
• this list is not exhaustive, and the tasks assigned might increase as per company’s needs
• attend first contact meetings with prospective customers to ensure service management processes are understood & presented
• act as a ‘strategic account’ stakeholder escalation point with CIO & Technical Account Lead
• act as a 'strategic account’ stakeholder escalation point with CIO & Technical Account Lead
• maintain in-depth product knowledge of the service offerings of the company
• assist the Procurement Officer with the quoting and purchasing platform and to help educate its use across the IT team

Requirements

• degree educated or equivalent in a science or business subject
• experience creating and delivering technical presentations internally and externally, communicating to stakeholders but also outlining challenges and steps to resolution
• demonstrable ITIL background & certification
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• feed-back on issues with current services and provide input around new / alternative solutions & platforms
• be an ambassador for brand Optimity, striving to deliver service excellence across the range of Optimity IT services & solutions
• ability to identify and present technical solutions to problems having a strong problem-solving mentality
• teamwork oriented and strategically focused on customer service and quality
• 4 years technical & commercial experience of MSP and/or ISP operational platforms eg, service agreements, service desk, time reporting, quoting & purchasing
• 3 years technical & commercial experience of the service provider & managed services market, segmentation, channel & partner offers, packaging and strategies
• able to adapt to an ever-changing environment while being able to remain focused and not lose sight of strategic goals
• ability to identify and present solutions to problems having a strong problem-solving mentality
• experience with reporting and generating service level agreement & key performance indicators metrics from service management platforms e.g., Zendesk, FreshService, ConnectWise etc
• service Delivery Management: 3 years
• MSP: 3 years
• 5 years technical & commercial experience of MSP and/or ISP operational platforms eg, service agreements, service desk, time reporting, quoting & purchasing
• commercial and technical: 3 years
• A high level of work independence is necessary while being able to be supportive and provide direction based on company initiative
• have a track of understanding client business goals and commercial knowledge
• working for a Manage Service Provider: 3 years
• strong verbal and written communication and IT fluency
• in-depth knowledge of the industry and its current events and technological developments

Earnings for position service delivery manager

Responsibility

• create and assist in providing quotes for equipment and services to clients
• this list is not exhaustive, and the tasks assigned might increase as per company’s needs

Requirements

• service Desk
• degree educated or equivalent in a science or business subject
• at least one year experience working as an IT/Support Engineer within an MSP or ISP
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• 3 years’ experience working with an MSP or ISP
• windows Server- Working Knowledge of Active directory, Group Policies, DNS, DHCP troubleshooting and administration
• microsoft Exchange / Exchange Online
• remote Desktop Servers
• desktop Support - Windows / Mac / Remote Desktop Session / RDS Farms
• networking protocols including TCP/IP
• excellent communication skills and the ability to deal with problems and technical issues in a pressurised and time-sensitive environment
• experience as a support engineer in a service environment, particularly to SMEs
• experience of the tech or ISP sectors

Earnings for position engineer

Responsibility

• § Ensuring that all cases are logged and updated in the Company’s CRM system
• § Develop a Customer First culture within the team
• § Encourage the team and develop a focus on response and resolution time
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• § Provide initial escalation and coaching when required
• § Proactively identify risks to reduce the likelihood of escalations and/or impact to the client
• § Management of team / department to provide tier 2-3 technical support and troubleshooting to resolve issues which may require onsite visits
• § First point of contact for escalation and service queries
• § Installing, configuring and resolving technical issues within the company equipment
• § Helpdesk and incident management
• § Providing onsite and remote support when required
• § Establish good relationships with the client representatives and client satisfaction as a main objective, including excellent relationships with the client, agreeing the points of interaction and escalation, ensuring the customer is aware of the SLAs avoiding conflict
• § Support & administration of network devices and services
• this list is not exhaustive, and the tasks assigned might increase as per company’s needs

Requirements

• § Proven hands-on network engineering experience
• § At least 2 years’ experience working within a service desk within an SME / ISP / MSP environment
• § Current working knowledge of routing, switching & wireless technologies
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• § Solid understanding of the OSI or TCP/IP model, MPLS/VPLS management and deployment
• § Hands-on experience with monitoring, network diagnostics and network analytics tools
• § Excellent time management and organisation
• § ITIL Foundation & PRINCE2 highly desirable
• technical support: 3 years
• network engineering: 3 years
• § Good experience in and strong knowledge of a range of network and network security platforms including BGP, Juniper or Cisco ISP & enterprise routing & switching, Juniper or Cisco Security appliances and Ruckus & Unifi WAP

Earnings for position team leader

Responsibility

• generating New Business
• upsell and cross sell into existing accounts
• manage the vendor relationship
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• work with marketing to create campaigns to support new business activity
• this list is not exhaustive, and the tasks assigned might increase as per company’s needs

Requirements

• 2 years' working as an Account Manager selling ICT related products and services
• 3 years' working as an Account Manager selling Internet Connectivity related products and services
• strong verbal and written communication
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• ability to build rapport and maintain customer relationships
• initiative, flexibility and creativity to solve tough problems
• ability to meet deadlines, handle pressure and hit monthly sales targets consistently
• excellent time management and organisation - with the ability to triage and prioritise all obligations
• previous experience of Account Management
• selling ICT related products and services: 2 years
• IT Sales: 2 years
• IT solutions/MSP: 3 years
• B2B Internet Connectivity Sales: 3 years
• be a team player
• working as Account Manager: 2 years
• MS Products: 3 years
• previous experience of both New Business and Account Management
• working as Account Manager: 3 years
• microsoft Solutions: 2 years
• 2+ years of technology industry knowledge and current developments or an ability to learn quickly