Zenzero Solutions

To provide technical knowledge and experience to resolve Service Desk incidents and requests for tickets. Working in a fast-paced, dynamic environment supporting a multitude of client and internal systems and applications, on premises, in Zenzero's cloud environment and within public cloud services. Job requirements Windows Server Support, Maintenance and Administration, including: Active Directory GPO Management DNS/DHCP Advanced Windows 10/11 Support and Maintenance Citrix MCS Support/Admin Enterprise Mobility + Security (InTune) General diagnostic and troubleshooting skills M365 Support and Administration Virtualisation technologies LAN WAN Wireless Firewalling IT degree or equivalent CleanUK Driving license and own car Desirable experience, skills and qualifications Zero Trust Networking OS and Application deployment Valid Microsoft Server MCP/MCSA certification Valid Office 365 MCP/MCSA Job responsibilities Key Responsibilities Communicate with clients, end users and 3rd parties via telephone, e mail and remote support tools to resolve Incidents, service requests and provide regular updates. 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. Partake in an out of hours emergency support rota. Utilise Zenzero's internal Service Desk systems and any other tools required to complete your role. Undertake any training required by Zenzero. Complete full documentation of client and internal systems to the required standard. Follow policies and procedures to comply with Zenzero's ISO20000 and ISO27001 accreditation. Management of your own time and resolution of service requests within SLA. 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 Zenzero's catalogue of preferred technical solutions. Share your knowledge, experience and work ethic with other members of the Zenzero teams to aid their own development and exceed Zenzero standards. To become involved in other tasks/duties as required Is driven, flexible, with a can do attitude Has a passion for technology and delivering outstanding customer service, taking the lead where necessary and sharing your technical knowledge Is a determined and resourceful individual, you will enjoy problem solving and be able to think on your feet and find a solution, even when dealing with unfamiliar technologies

Zenzero Solutions is looking for a Senior Service Desk Engineer in Chichester. This role is vital for providing excellent service desk support to clients, including managing VIP tickets and mentoring team members. The ideal candidate will have experience in Managed Services, technical proficiency in Microsoft 365 and Azure, and hold relevant qualifications like CCNA and CompTIA Security+. Responsibilities include ensuring adherence to SLAs, coaching team members, and tracking ticket progress.

The Senior Service Desk Engineer role is critical to ensure the effective and continuous provision of service desk support to clients. You will be responsible for resolving technically challenging, time sensitive, and VIP tickets in accordance with agreed KPIs and SLAs. You will provide coaching and mentoring of Service Desk Engineers and deputise for the Service Desk Team Leader, as required. You will communicate with customers, using appropriate channels, whilst ensuring all communications, ticket notes and time entries, meet our quality standards. Job requirements Key Skills: Working for a Managed Services Provider (MSP, or MSSP), for at least 3 years, in a technical capacity. Knowledge and technical understanding of Microsoft 365, Azure, Active Directory, Intune, MS Office, Win11, Mac OS, Malware, Security fundamentals (e.g. anti-virus, Phishing, IP Spoofing) Experience using ConnectWise, or another ITSM tool, e.g. ServiceNow, Remedy, or Autotask. Operational understanding and experience working in ITIL aligned environment(s), including understanding of SLA's incident Management. Service Request Fulfilment and Change Management. Ability to demonstrate excellent troubleshooting skills. Ability to demonstrate strong team working and team leadership skill Project work at mid-level Qualifications: CCNA CompTIA Security+ ITIL Foundation MS Certified: Azure Fundamentals or Administrator Job responsibilities Tasks: The primary tasks of a Senior Service Desk Engineer in addition to those of Service Desk Engineer include: Action technically demanding, time sensitive, and VIP tickets. Ensure that tickets are dealt with according to SLA, whilst considering customer urgency and their wider needs. Assist with coaching and mentoring the Service Desk Engineers. Act as an escalation point for the Service Desk Engineers. Assist the Service Desk Team Leader where required. Ensure all tickets are accurately logged and have all required detail before accepting escalation. Ensure adherence to performance targets including SLAs and KPIs. Take ownership of logged tickets, tracking the progress of all calls / ticket updates and follow-up with the customer to ensure that they are satisfied with the resolution. Follow processes to ensure that a high quality of service is provided, at all times. Build good working relationships within the Service Desk team(s), the Service Engineering department, and the wider organisation. Secondary tasks include: Assist in planned and unplanned service disruptions. Help maintain the accuracy and relevance of support documentation, and guides. Understand the business and its objectives Responsibilities: Ensure that information and time entries are accurately recorded in the service management tool both before starting work and before escalating and completing a ticket. Maintaining the successful operation of the service desk, according to the agreed KPIs and SLAs. Monitor, moderate and create process documents and regularly check for adherence to these processes. Co-ordinate with other teams and third parties to ensure that service outages or other activities are correctly communicated to the business or affected users. Work with the Service Assurance team to ensure Change Control and Problem Management processes are followed. Represent the Service Desk at knowledge transfer sessions. Assist with staff training and business awareness. Be aware of organisational changes that might impact the Service Desk. Plan and prioritise work to ensure that deadlines and targets are met. Identify potential areas for improvement. Involve and seek feedback from stakeholders. You may on occasion be required to work on customer sites.

Zenzero Solutions is looking for an Infrastructure Monitoring Engineer to manage and maintain our customers' core infrastructure either remotely or in a hybrid capacity from our UK office. You will monitor alerts and resolve issues while ensuring SLAs are met. This role includes responsibilities such as managing backup alerts, performing restores, and updating documentation. The ideal candidate has strong skills in virtualization, backup solutions, and problem-solving.

This role can be worked remotely or in a hybrid capacity from any one of our office UK or SA. The role of Infrastructure Monitoring Engineer is manage and maintain the core infrastructure of our customers environments. You will be responsible for monitoring alerts as they come in and to validate, rectify and elevate where appropriate to resolve alerts within timely manner in order to meet SLA's. You will also be a technical escalation point for backup related issues. Job requirements Virtualisation - HYPERV, Azure and VMWare Dell and HP monitoring services such as iLO/iDrac/OMSA Experience with Connectwise Product stack (Manage/Automate/Asio) or other ITSM tooling Backup solutions for both 365 (SaaS) and BCDR environments including Acronis, Veeam and Datto Ability to work within a team and collaborate with other departments and stakeholders Able to make judgements on escalation needs and prioritise workloads Problem solving Job responsibilities Dealing with alerts for core infrastructure primarily including backup alerts and storage alerts including disk space and disk health alerts, both physical and virtual, across on premise and network devices. Performing backup restores using multiple backup solutions. Involved with Backup related projects from pre-sales and scoping, to implementing backup solutions, and disaster recovery scenario testing Dealing with hardware monitoring alerts including RAM, network, power and virtualisation issues. Reviewing and updating documentation where necessary Escalating tickets to appropriate teams after performing initial validation and investigation Ensure tickets are populated with accurate notes of work carried