Role Introduction We are looking for an experienced Technical Support Engineer who will be based at one of our customer s sites in the London area to provide technical support across desktop, mobile, networking and other IT infrastructure systems. You will be customer obsessed and able to demonstrate this through all your work ensuring we deliver an excellent service and meet agreed SLAs. What You Will Do As a Technical Support Engineer you will provide technical support to one of our customers and their end-users. When appropriate, you will act as a technical escalation route to our 1st line Service Desk. Logging incidents, service requests, changes and problem tickets in our support platform escalating where necessary Troubleshooting and resolve tickets whilst liaising with users until resolution is achieved, or escalation is required, retaining ownership throughout the lifecycle of the ticket. Creating / updating training materials, runbooks and knowledge base articles Ensuring timely resolution of incidents in line with Service Level Agreements (SLAs). Remain customer obsessed throughout all your work to ensure the highest levels of customer satisfaction. What You Will Have As a Technical Support Engineer, you will have the ability to troubleshoot issues across networking, desktop, mobile and other IT infrastructure systems using a methodical and logical approach. A good understanding and knowledge of ITSM practices and procedures Good knowledge of enterprise-level IT systems and services Experience in co-ordination of issue resolution to agreed service levels and targets The ability to self-organise and prioritise workload Excellent communication and inter-personal skills A proactive approach to self-development What We Do For You Generous Annual Leave - 25 days, plus public holidays, with the possibility to buy additional days Summer Fridays! Every Friday afternoon off throughout July and August 2022 (or equivalent time in the week ) Life Insurance - 4x times annual salary Top Achievers Club - Our yearly VIP trip includes flights, transfers and accommodation to recognise excellence in our employees 65% Internal Mobility - Committed to the development & growth of our people Advanced Perks At Work - Exclusive employee discounts & benefits portal Charity Fundraising - Proud to be a Patron of The Prince's Trust; every employee is entitled to one day of volunteering each year Pension Scheme - Up to 5% matched contribution Who We Are We are one the UK s largest tech companies, and our products sit at the heart of some of the country's best-known businesses. We ve grown phenomenally quickly with a £275m turnover and 2,800 employees supporting over 25,000 customers. We hire for potential. We want to make sure we have the best people for the job and provide genuinely equal opportunities for our people to thrive. Our recruitment process is designed with inclusion and equity at its core. Find out more about the next steps once you ve applied here - how- we-hire
Sep 23, 2022
Full time
Role Introduction We are looking for an experienced Technical Support Engineer who will be based at one of our customer s sites in the London area to provide technical support across desktop, mobile, networking and other IT infrastructure systems. You will be customer obsessed and able to demonstrate this through all your work ensuring we deliver an excellent service and meet agreed SLAs. What You Will Do As a Technical Support Engineer you will provide technical support to one of our customers and their end-users. When appropriate, you will act as a technical escalation route to our 1st line Service Desk. Logging incidents, service requests, changes and problem tickets in our support platform escalating where necessary Troubleshooting and resolve tickets whilst liaising with users until resolution is achieved, or escalation is required, retaining ownership throughout the lifecycle of the ticket. Creating / updating training materials, runbooks and knowledge base articles Ensuring timely resolution of incidents in line with Service Level Agreements (SLAs). Remain customer obsessed throughout all your work to ensure the highest levels of customer satisfaction. What You Will Have As a Technical Support Engineer, you will have the ability to troubleshoot issues across networking, desktop, mobile and other IT infrastructure systems using a methodical and logical approach. A good understanding and knowledge of ITSM practices and procedures Good knowledge of enterprise-level IT systems and services Experience in co-ordination of issue resolution to agreed service levels and targets The ability to self-organise and prioritise workload Excellent communication and inter-personal skills A proactive approach to self-development What We Do For You Generous Annual Leave - 25 days, plus public holidays, with the possibility to buy additional days Summer Fridays! Every Friday afternoon off throughout July and August 2022 (or equivalent time in the week ) Life Insurance - 4x times annual salary Top Achievers Club - Our yearly VIP trip includes flights, transfers and accommodation to recognise excellence in our employees 65% Internal Mobility - Committed to the development & growth of our people Advanced Perks At Work - Exclusive employee discounts & benefits portal Charity Fundraising - Proud to be a Patron of The Prince's Trust; every employee is entitled to one day of volunteering each year Pension Scheme - Up to 5% matched contribution Who We Are We are one the UK s largest tech companies, and our products sit at the heart of some of the country's best-known businesses. We ve grown phenomenally quickly with a £275m turnover and 2,800 employees supporting over 25,000 customers. We hire for potential. We want to make sure we have the best people for the job and provide genuinely equal opportunities for our people to thrive. Our recruitment process is designed with inclusion and equity at its core. Find out more about the next steps once you ve applied here - how- we-hire
Role Introduction The Azure Senior Systems Engineer role provides delivery and support of Microsoft Azure cloud environments for Advanced Managed Services customers and Advanced products. This exciting role requires an innovative individual taking previous experience to identify opportunities to automate and improve existing and new environment builds. There will be a strong focus on Infrastructure as Code (IaC) methodology Communication and collaboration are paramount in this role, you will work closely with a variety of internal and external business stakeholders and will be continually engaged and collaborating with our clients. This role can be home based on in one of our UK Offices. What You Will Do Work with the business stakeholders to maintain and continually improve Managed Services and Advanced Product environments hosted in Azure : Commissioning and supporting IaaS & PaaS services. Completion of system documentation and service take on. Provide 3rd line support on Azure IaaS / PaaS services and connectivity issues. This requires: Root cause investigation, reporting to senior management with a prevention plan. Resolution of incidents in line with contractual timescales. Collaborate on creation and improvement of Infrastructure-as-Code deployments: Identify and implement innovation opportunities within existing infrastructure. Automate deployments. Contribute towards improving automation and scripting of tasks. Perform proactive maintenance upon customer systems. The nature of the role requires mandatory participation in flexible working: On call 24x7 support rota, providing an escalation path to the Service Desk. Participate in continual improvement processes, modelled around meeting ISO standards: Change control, with peer change review. Quality driven; work planned with minimal disruption to users. Incident investigation. Assist with ad-hoc tasks as required to support wider business plans and initiatives. What You Will Have A drive to automate tasks and data collection. A keen thirst for knowledge, be constantly keeping abreast of the latest technologies and continually considering how they can be utilised to provide a first class solution. The ability to communicate complex issues in a clear way, written and orally A desire for success and operational excellence. Excellent communication skills both verbal and written, being able to operate at all levels and articulate messages to a variety of different audiences. Understand people and cultural differences to build good relationships with colleagues and Customers. Capability to author and update both support and procedural documentation as well as provide input into project design and concepts. Keen willingness to mentor and support others in the team. The ability to multi-task, keep accurate logs and provide basic reports on progress. Capability to project manage in an informal capacity; able to apply appropriate project methodology to plan, execute and report on work in a structured way. Carry out risk assessment of day to day functions. Ability to obtain and maintain UK Government Security Check (SC). Essential skills to be considered for the role: Significant experience with managing Azure environments.Ability to configure and fine tune cloud infrastructure systems.Experience with running production systems, triaging and solving outages.Experience with a modern monitoring system, Application Insights , Azure Moni
Sep 23, 2022
Full time
Role Introduction The Azure Senior Systems Engineer role provides delivery and support of Microsoft Azure cloud environments for Advanced Managed Services customers and Advanced products. This exciting role requires an innovative individual taking previous experience to identify opportunities to automate and improve existing and new environment builds. There will be a strong focus on Infrastructure as Code (IaC) methodology Communication and collaboration are paramount in this role, you will work closely with a variety of internal and external business stakeholders and will be continually engaged and collaborating with our clients. This role can be home based on in one of our UK Offices. What You Will Do Work with the business stakeholders to maintain and continually improve Managed Services and Advanced Product environments hosted in Azure : Commissioning and supporting IaaS & PaaS services. Completion of system documentation and service take on. Provide 3rd line support on Azure IaaS / PaaS services and connectivity issues. This requires: Root cause investigation, reporting to senior management with a prevention plan. Resolution of incidents in line with contractual timescales. Collaborate on creation and improvement of Infrastructure-as-Code deployments: Identify and implement innovation opportunities within existing infrastructure. Automate deployments. Contribute towards improving automation and scripting of tasks. Perform proactive maintenance upon customer systems. The nature of the role requires mandatory participation in flexible working: On call 24x7 support rota, providing an escalation path to the Service Desk. Participate in continual improvement processes, modelled around meeting ISO standards: Change control, with peer change review. Quality driven; work planned with minimal disruption to users. Incident investigation. Assist with ad-hoc tasks as required to support wider business plans and initiatives. What You Will Have A drive to automate tasks and data collection. A keen thirst for knowledge, be constantly keeping abreast of the latest technologies and continually considering how they can be utilised to provide a first class solution. The ability to communicate complex issues in a clear way, written and orally A desire for success and operational excellence. Excellent communication skills both verbal and written, being able to operate at all levels and articulate messages to a variety of different audiences. Understand people and cultural differences to build good relationships with colleagues and Customers. Capability to author and update both support and procedural documentation as well as provide input into project design and concepts. Keen willingness to mentor and support others in the team. The ability to multi-task, keep accurate logs and provide basic reports on progress. Capability to project manage in an informal capacity; able to apply appropriate project methodology to plan, execute and report on work in a structured way. Carry out risk assessment of day to day functions. Ability to obtain and maintain UK Government Security Check (SC). Essential skills to be considered for the role: Significant experience with managing Azure environments.Ability to configure and fine tune cloud infrastructure systems.Experience with running production systems, triaging and solving outages.Experience with a modern monitoring system, Application Insights , Azure Moni
Role Introduction Are you interested in starting a career within IT? Join a fast-paced service desk environment that is passionate about delivering excellent customer service, resolving customer issues and involved in all aspects of technical support. What You Will Do As a Service Desk Analyst, you will be responsible for handling incoming calls and undertaking any relevant issue investigation ensuring all key information is accurately captured Ensure an exceptional level of customer service and satisfaction is met at all customer touch points Perform and undertake all aspects of support service (telephone calls, web incidents, voicemails, call backs, e-mails etc.) to ensure the successful resolution of issues, providing workarounds when appropriate What You Will Have As a Service Desk Analyst, you will enjoy working in a diverse environment where you have the opportunity to work with different customers on a day to day basis You have high standards and ensures that activities are driven to completion You are a team player and enjoy helping others You are proactive and can prioritise tasks effectively What We Do For You Generous Annual Leave - 25 days, plus public holidays, with the possibility to buy additional days Summer Fridays! Every Friday afternoon off throughout July and August 2022 (or equivalent time in the week ) Life Insurance - 4x times annual salary Top Achievers Club - Our yearly VIP trip includes flights, transfers and accommodation to recognise excellence in our employees 65% Internal Mobility - Committed to the development & growth of our people Advanced Perks At Work - Exclusive employee discounts & benefits portal Charity Fundraising - Proud to be a Patron of The Prince's Trust; every employee is entitled to one day of volunteering each year Pension Scheme - Up to 5% matched contribution Who We Are We are one the UK s largest tech companies, and our products sit at the heart of some of the country's best-known businesses. We ve grown phenomenally quickly with a £275m turnover and 2,800 employees supporting over 25,000 customers. We hire for potential. We want to make sure we have the best people for the job and provide genuinely equal opportunities for our people to thrive. Our recruitment process is designed with inclusion and equity at its core. Find out more about the next steps once you ve applied here - how- we-hire
Sep 23, 2022
Full time
Role Introduction Are you interested in starting a career within IT? Join a fast-paced service desk environment that is passionate about delivering excellent customer service, resolving customer issues and involved in all aspects of technical support. What You Will Do As a Service Desk Analyst, you will be responsible for handling incoming calls and undertaking any relevant issue investigation ensuring all key information is accurately captured Ensure an exceptional level of customer service and satisfaction is met at all customer touch points Perform and undertake all aspects of support service (telephone calls, web incidents, voicemails, call backs, e-mails etc.) to ensure the successful resolution of issues, providing workarounds when appropriate What You Will Have As a Service Desk Analyst, you will enjoy working in a diverse environment where you have the opportunity to work with different customers on a day to day basis You have high standards and ensures that activities are driven to completion You are a team player and enjoy helping others You are proactive and can prioritise tasks effectively What We Do For You Generous Annual Leave - 25 days, plus public holidays, with the possibility to buy additional days Summer Fridays! Every Friday afternoon off throughout July and August 2022 (or equivalent time in the week ) Life Insurance - 4x times annual salary Top Achievers Club - Our yearly VIP trip includes flights, transfers and accommodation to recognise excellence in our employees 65% Internal Mobility - Committed to the development & growth of our people Advanced Perks At Work - Exclusive employee discounts & benefits portal Charity Fundraising - Proud to be a Patron of The Prince's Trust; every employee is entitled to one day of volunteering each year Pension Scheme - Up to 5% matched contribution Who We Are We are one the UK s largest tech companies, and our products sit at the heart of some of the country's best-known businesses. We ve grown phenomenally quickly with a £275m turnover and 2,800 employees supporting over 25,000 customers. We hire for potential. We want to make sure we have the best people for the job and provide genuinely equal opportunities for our people to thrive. Our recruitment process is designed with inclusion and equity at its core. Find out more about the next steps once you ve applied here - how- we-hire
Role Introduction The Technical Support Engineer will be providing on site or remote 1st and 2nd line IT support at one or several of our customers' premises. What you will do A Technical Support Engineer provides 2nd line support to end-users and customers Troubleshooting and resolving front line issues and queries Logging incidents , service requests, changes and problem tickets in our support platform (Remedy) escalating where necessary Ensuring timely resolution of requests in line with Service Level Agreements (SLA) Creating / updating training material, quick tip sheets and other documentation What you will have As a Technical Support Engineer, you will have the ability to troubleshoot issues across networking , desktop, mobile and other IT infrastructure systems Some knowledge of enterprise-level IT systems and services Experience in co-ordination of issue resolution to agreed service levels and targets The ability to self-organise and prioritise workload What We Do For You Generous Annual Leave - 20-25 days, plus public holidays, with the possibility to buy additional days Summer Fridays! Every Friday afternoon off throughout July and August 2022 (or equivalent time in the week ) Life Insurance - 3-4x times annual salary Top Achievers Club - Our yearly VIP trip includes flights, transfers and accommodation to recognise excellence in our employees 65% Internal Mobility - Committed to the development & growth of our people All our benefits are subject to location Who We Are Advanced are one of the UK's largest and most successful software companies. Our products sit at the heart of some of the country's best-known businesses, powering their key services and functions. Driven by the millions of people who interact with our products every day in hospitals, schools, transport providers, sports clubs and a wide range of instantly recognisable brands. We've grown phenomenally quickly with a £275m turnover and 2,800 staff serving over 25,000 customers across the UK. As an employer, we do things differently. We hire differently. We promote at pace. We recognise excellence. Find out more at about-us
Nov 04, 2021
Full time
Role Introduction The Technical Support Engineer will be providing on site or remote 1st and 2nd line IT support at one or several of our customers' premises. What you will do A Technical Support Engineer provides 2nd line support to end-users and customers Troubleshooting and resolving front line issues and queries Logging incidents , service requests, changes and problem tickets in our support platform (Remedy) escalating where necessary Ensuring timely resolution of requests in line with Service Level Agreements (SLA) Creating / updating training material, quick tip sheets and other documentation What you will have As a Technical Support Engineer, you will have the ability to troubleshoot issues across networking , desktop, mobile and other IT infrastructure systems Some knowledge of enterprise-level IT systems and services Experience in co-ordination of issue resolution to agreed service levels and targets The ability to self-organise and prioritise workload What We Do For You Generous Annual Leave - 20-25 days, plus public holidays, with the possibility to buy additional days Summer Fridays! Every Friday afternoon off throughout July and August 2022 (or equivalent time in the week ) Life Insurance - 3-4x times annual salary Top Achievers Club - Our yearly VIP trip includes flights, transfers and accommodation to recognise excellence in our employees 65% Internal Mobility - Committed to the development & growth of our people All our benefits are subject to location Who We Are Advanced are one of the UK's largest and most successful software companies. Our products sit at the heart of some of the country's best-known businesses, powering their key services and functions. Driven by the millions of people who interact with our products every day in hospitals, schools, transport providers, sports clubs and a wide range of instantly recognisable brands. We've grown phenomenally quickly with a £275m turnover and 2,800 staff serving over 25,000 customers across the UK. As an employer, we do things differently. We hire differently. We promote at pace. We recognise excellence. Find out more at about-us
