QUOSTAR SOLUTIONS

Responsibility

• partake in an out of hours escalation rota
• utilise QuoStar's internal Service Desk systems and any other tools required to complete your role
• possess excellent communication skills and a drive to deliver outstanding customer care as our clients first contact into our Service Desk
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• undertake any training required by QuoStar
• complete full documentation of client and internal systems to the required standard
• partake in an out of hours emergency support rota
• follow policies and procedures to comply with QuoStar's ISO20000 and ISO27001 accreditation
• promptly be able to identify an issue, agreeing priorities and allocate tickets/calls in a timely manner as per company SLA’s
• good communication skills, both written and verbal, are important for interacting with colleagues, documenting troubleshooting steps, and effectively communicating technical information to non-technical stakeholders, end users, and 3d parties via telephone, e-mail, and remote support tools to resolve Incidents, service requests and provide regular updates
• management of your own time and resolution of service requests within SLA
• log all incidents with appropriate documentation and troubleshooting as supported by your Teams Tiered engineers
• work as a team with other members of the Service Desk support team to resolve client issues and take full ownership of Service Desk tickets that are escalated to you – you will be the senior and escalation resource within the team
• route incidents to appropriate support engineers after initially troubleshooting steps if unable to FFC
• complete additional research when required when faced with unfamiliar technologies to resolve client issues in a timely manner
• strive for continuous improvement in everything you do
• desire to learn and improve your technical knowledge of QuoStar’s catalogue of preferred technical solutions
• work as a team with other members of the Service Desk support team to resolve client issues and take full ownership of Service Desk tickets that are escalated to you
• ability to deliver a calm and confident service when communicating with our clients, end users and 3rdparties via telephone, e-mail and remote support tools to log and Fix on First Contact our Incidents where possible, prioritise our Service Requests and provide regular ticket updates
• have exceptional written and verbal communication and customer service skills and be able to confidently liaise with clients over the phone and by email
• management of your own time and resolution of FFC Incidents and Requests for Change within our set SLA’s
• complete full documentation of client and internal systems to the required standard. · Follow policies and procedures to comply with QuoStar's ISO20000 and ISO27001 accreditation
• to become involved in other tasks/duties as required
• A natural flare to want to learn and Utilise QuoStar's internal Service Desk systems and any other tools required to complete your role
• once training is completed you will be expected to assist with the resolution of daily support issues
• share your knowledge, experience and work ethic with other members of the QuoStar teams to aid their own development and exceed QuoStar standards
• communication Skills: Good communication skills, both written and verbal, are important for interacting with colleagues, documenting troubleshooting steps, and effectively communicating technical information to non-technical stakeholders, end users, and 3d parties via telephone, e-mail, and remote support tools to resolve Incidents, service requests and provide regular updates

Requirements

• at least 5 years experience working in a technical support role within an MSP environment
• OS and Application deployment
• candidates must have the right to work in the UK. Sponsorship is not available
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• always-on VPN
• preferably at least 1 year experience or some experience working in a Customer Service environment
• IT degree, A-Level or equivalent
• previous IT Support experience would be appreciated, however strong graduates will also be considered
• valid Microsoft Server MCP/MCSA certification
• client Service ability and be able to understand and record details of the issues to log a ticket
• understanding of Active Directory/Group Policies
• valid Office 365 MCP/MCSA
• advanced Windows 10 Support and Maintenance
• desire and attitude to learn and increase your existing knowledge of the MS Stack
• understanding of antivirus products and technologies
• sonicWall firewall
• general diagnostic and troubleshooting skills
• excellent communication and documentation skills
• working knowledge of PC Hardware, Networking and MS Operating Systems
• unified Comms Solutions
• office Applications and 365 Support and Administration
• azure Administration
• A good understanding of MS365 products and Admin Console
• excellent documentation skills
• A cleanUK Driving license and own car
• at least 2 years experience working in a 3rd line technical support role, providing support to server infrastructure, end users and line of business applications
• at least 3 years experience working in a 2nd line technical support role within an MSP environment, providing support to server infrastructure, end users and line of business applications
• candidates should have experience in providing technical support in a Service Desk environment or other relevant experience in a Client Service oriented and Client Facing environment
• enterprise Mobility + Security
• technical support MSP environment: 5 years
• 2nd line MSP technical: 3 years
• technical support: 1 year
• windows Server Support, Maintenance and Administration, including: Active Directory, GPO Management, DNS/DHCP
• customer service: 1 year
• A strong understanding of networking concepts, protocols, and technologies is essential. This includes familiarity with TCP/IP, DNS, DHCP, routing, switching, VLANs, subnetting, and NAT

Responsibility

• complete client trend analysis to identify recurring issues
• resolve any service issues and manage client complaints, acting as a single point of escalation to the clients and working consistently with the technical team and client success managers
• completing client trend analysis to identify recurring issues
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• working closely with other departments including client success management, finance and projects to manage account activity, ensuring smooth and quality services
• work closely with other departments including client success management, finance and projects to manage account activity, ensuring smooth and quality services

Requirements

• experience in working for an IT Service Provider or MSP
• minimum of 2 year experience in a similar role
• strong influencing, negotiation and decision-making skills
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• willingness and capacity to work extra hours and attend site if and when required
• self-motivated and able to adapt to a changing environment
• excellent communication skills
• full, clean UK driving license
• willing to help out in other areas if and when required
• IT Service Provider or MSP: 1 year
• service Delivery Management: 2 years

Earnings for position service delivery manager

Responsibility

• working closely with the Professional Services team to plan and deliver projects on time and on budget
• project lifecycle management
• internal project resource management
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• risk, change and escalation
• customer project delivery
• resource management and scheduling
• tracking and reporting project delivery both internally and to the customer
• chairing project highlight meetings and driving good practice and project excellence
• principle point of contact for customers during project delivery
• follow policies and procedures to comply with QuoStar's ISO27001 accreditation
• undertake any training required by QuoStar
• strive for continuous improvement in everything you do
• to become involved in other tasks/duties as required

Requirements

• A minimum of 2 years’ experience in a similar role
• willingness and capacity managing multiple concurrent projects
• excellent communication skills
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• experience delivering a high standard of customer service whilst meeting tight deadlines
• proficient with MS Office
• full, clean UK driving license
• ideally Prince2 qualified
• willing to help out in other areas if and when required
• project Management: 2 years

Responsibility

• provide administrative support to the sales team, including but not limited to preparing proposals, contracts, and presentations
• research and qualify new sales leads through various channels, such as social media, industry events, and online databases
• maintain accurate and up-to-date records of customer interactions, including contact information, sales activities, and feedback
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• respond to customer inquiries and provide timely and accurate information about our products and services
• manage order processing, including order entry, invoicing, and shipment tracking
• maintain a thorough understanding of our products, services, and industry trends to provide exceptional customer service and support

Requirements

• excellent organizational, communication, and interpersonal skills
• strong attention to detail and ability to multitask in a fast-paced environment
• knowledge of sales and marketing principles and practices
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• ability to work independently and as part of a team
• 1+ years of experience in a sales support or customer service role
• sales support or customer service role: 1 year

Requirements

• demonstrates a successful and profitable track record in a similar role
• demonstrated level of success in the development of relationships
• ability to communicate confidently
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• proficient with general office applications
• enjoy working with clients and external audiences
• high energy and drive with good negotiation skills
• strong organisational, presentation and client service skills
• skill in preparing written communications and materials
• ability to communicate with business owners and board members in business terms and to put cash value benefits alongside their proposals
• experience of selling, prospecting, or related demonstrable experience where you can show you are comfortable and effective at communicating to people you may not know
• ability to multi-task and adapt to changes quickly
• typical skills to ensure quick and accurate data entry
• self-motivated with the ability to work in a fast-moving environment