Focus Resourcing

Based: Richmond, UK Contract period: 6 months Functions: Finance Technology Product R&D Our client is seeking a strategic, execution-oriented Global Tech Finance Business Leader to play a pivotal role at the intersection of finance, technology, and product innovation. This is a senior leadership opportunity to partner closely with Product, Engineering, and Operations teams and drive financial excellence across a global portfolio of technology investments. In this role, you will own financial planning, forecasting, and performance management for Product Management, R&D organizations, and SaaS hosting and infrastructure costs, ensuring resources are deployed efficiently to accelerate innovation and enable scalable, profitable growth. Your role: Strategic Finance Leadership Lead end-to-end financial management for global Product, R&D, and Technology organizations, including budgeting, forecasting, long-range planning, and investment prioritization Partner with senior executives to translate product strategy and technology roadmaps into clear financial insights, trade-offs, and ROI analyses Drive financial stewardship and operational rigor across global engineering teams, improving spend governance while supporting sustainable growth Product & R&D Investment Management Design and own financial frameworks to evaluate product investments, including feasibility analysis, burn rate tracking, capacity planning, and capital allocation Support product leaders with business cases, pricing strategy, and scenario modelling Implement and monitor performance metrics (OKRs, KPIs, productivity, release efficiency) to measure R&D effectiveness and value creation SaaS Hosting, Cloud & Infrastructure Cost Management Own forecasting, reporting, and optimization of cloud and hosting spend (AWS, Azure, Oracle, data platforms) Partner with Engineering, DevOps, and FinOps teams to identify savings opportunities, support vendor negotiations, and improve unit economics Build scalable frameworks for COGS modelling, multi-tenant cost allocation, and internal chargebacks Business Partnership & Cross-Functional Leadership Influence decision-making at all levels through clear communication of financial risks, opportunities, and insights Act as the primary finance partner to global product and engineering leadership teams Collaborate across business units to ensure strong alignment on product P&Ls and performance outcomes Financial Operations & Governance Strengthen financial processes, systems, and reporting capabilities across global regions Ensure compliance with accounting standards, internal controls, and audit requirements related to technology investments Drive continuous improvement in financial modelling, SaaS metrics reporting, and planning cycle efficiency The person: 10+ years of progressive finance leadership experience in global technology organisations Deep experience supporting Product Management, R&D , Engineering, or Technology Operations Strong expertise in SaaS hosting, cloud cost management, FinOps principles, and COGS modelling Exceptional analytical and strategic thinking skills, with the ability to translate complex technical concepts into actionable financial insights Proven ability to influence senior executives and drive cross-functional alignmentExperience in high-growth SaaS, enterprise software, or platform businesses preferredMBA, CPA, CFA, ACA, ACCA, CIMA, or equivalent advanced qualification is a plus

Our outstanding and successful client, a national IT Service Provider who work with some of the biggest household names in the UK are looking to recruit an experienced IT Field Technician to join them on a permanent basis. You will be based in the Coventry area, and will attend customer sites in the region to diagnose and resolve technical IT issues relating to customers on-site technology, including EPOS, business systems, and back office servers. You'll be the bridge between tech issues and business success - making a tangible difference for customers! Location: Coventry / West Mids region (on-site visits + remote reporting) Travel: Significant regional travel with some overnight stays (full expenses and accommodation provided) Company Van: Van provided Hours: Monday to Friday (core hours will be 8am-5:30pm - with 1 in 8 weekends) Salary & Benefits: Salary will be 24,200 plus 2,100 for standard weekend overtime, plus additional overtime which will take your salary higher. You will get excellent benefits package including 23 days holiday per annum + bank, private healthcare provided through BUPA, death in service (4 x salary), group income protection, company pension. What You'll Do: Visit customer sites to diagnose & resolve EPOS, network, and business system issues Capture photographic evidence and compile clear, actionable reports Coordinate fixes - liaise with management, IT providers & third parties Mediate IT solutions between franchisees, service desks, and IT contractors Ensure accurate stock tracking & report completion for smooth operations Keep stakeholders informed & updated at all times What we're looking for: Excellent experience in IT maintenance and fault diagnosis, including hardware, networks, and systems Excellent Customer Service skills and the ability to communicate effectively with internal and external customers, stakeholders and third parties. High degree of flexibility in terms of hours of work and location. High level of health, safety and environmental compliance Full clean driving license. Clean DBS required.

Our client are seeking an experienced 3rd Line Service Desk Engineer to join them on a permanent basis. You will be responsible for providing advanced technical support and managing the infrastructure and security requirements for customers; handling a variety of complex issues, ensuring system availability, maintaining security standards across various platforms, and providing detailed reporting on all aspects of the Managed Service. Location: Working at Cardiff Head Office Shifts: Shifts run across 24/7 - 365 days. All evening and night shifts are worked from home. What you'll be doing: Microsoft Infrastructure: Maintain and support Entra ID, Azure, VMs, and hosted services. Ensure compliance with Cyber Essentials through timely patching and monitoring. Endpoint Management: Oversee MDM/Intune, Apple Business Manager, and Manage Engine. Manage Autopilot deployments and enforce security baselines. Automation: Develop PowerShell scripts to streamline operations and boost efficiency. Backup & Disaster Recovery: Ensure smooth backup operations, conduct regular recovery tests, and manage incident response. Upgrades & Improvements: Proactively monitor and enhance infrastructure, participate in technical projects, and engage in monthly client meetings. Service Desk: Handle tickets, diagnose issues, escalate when needed, and contribute to knowledge base development. What we're looking for: Bachelor's degree (or equivilent) in computer science, Information Technology, or a related field. AZ-104: Microsoft Azure Administrator Minimum of 5 years of experience in a similar role. Strong knowledge of infrastructure and security management. Experience with Azure, AWS, Intune, Manage Engine (Endpoint Central, Applications Manager) Excellent problem-solving and communication skills. Proficiency in managing virtual machines, network devices, and security systems. Ability to handle complex technical issues and provide advanced support. Strong analytical and reporting skills. Salary & Benefits: Salary between 30-35k dependant on experience, plus excellent benefits including: Private Healthcare Package through BUPA Death in Service (4 x salary) Group Income Protection 23 days holiday per year plus bank holidays First class reward and recognition initiatives Discounted gym membership

An exciting opportunity to join our client in Cardiff as Project Manager on a permanent basis. This key role will involve managing the resources for technology project delivery including pricing and management of build, delivery, storage, logistics, cabling and installation. Benefits are excellent, including 23 days holiday per year plus bank, private medical insurance, sick pay, life assurance & group income protection; plus, a genuine opportunity to develop a rewarding career in project management through strong training and development. Responsibilities: Plan and manager technology installation projects at customer sites. Co-ordinate and manage site meetings throughout the life of the project. Lead on project pricing & negotiation. Liaise with the customers to ensure open communication channels are maintained. Plan, allocate and control project resources; this could be in the form of specialist equipment, sub-contractors, suppliers etc. Monitor project activities to ensure that the project is completed in a timely and cost-effective manner. Skills, Qualifications and Experience: Prince 2 qualified or similar qualification (or qualified by experience. Experience in IT / Technology projects. Experience of managing 3rd party contractors and able to support engineers. Effective communication skills with ability to communicate at all levels internally and externally and able to maintain rapport with customers. Salary & Benefits: Salary is 32-35k, plus a generous car allowance ( 5,600). Private Medical Insurance. Pension scheme. 23 days holiday plus bank. Free on-site parking. Life cover (4 x basic salary). Group income protection. Working in a bright, modern offices. Friendly, outgoing, and supportive team. Excellent reward & recognition scheme. Discounted gym membership. This is an exciting opportunity to join a highly successful organisation in the next stage of their growth. If this role sounds like it could be you then we'd love to hear from you!

Our client in Cardiff are looking to recruit a Technical Helpdesk Advisor to join their growing technical support team. This role would suit candidates with a strong technical experience of IT hardware and software, ideally from an IT repair or tech support background. The company offer a superb culture of support and development, so this role is ideal for candidates with a technical customer background who want to develop a long-term career in IT. Location: Due to location candidates will need to have access to own transport. Hours: 37.5 per week Shifts: The role will involve covering shifts on a 24/7 basis - so weekend, evening and night shifts will be included. Evening and night shifts are worked from home. Overtime is paid at x1.5 & x2 and a chance to earn salary uplift with overtime (26-28k take home). What you'll be doing: Taking calls from customers, carrying out remote technical vetting, fault rectification on IT equipment. Where a remote fix is not possible, identify and order parts required by field service engineering team. Provide technical support to field service engineers on a broad range of IT equipment. Keeping customers informed at all times of progress of work. What we're looking for: Good attitude and communication style when dealing with customers. Strong verbal and written communication skills and in particular using the telephone. Competent PC user including Microsoft package. PC and peripheral equipment (hardware and software) experience. Professional, logical, and methodical approach to work. Flexible and willing to work outside of business hours. Salary & Benefits: Base salary is 23,810 however overtime & standby takes this to circa 27500K Private Medical Insurance. Pension scheme. 23 days holiday plus bank. Free on-site parking. Life cover (4 x basic salary). Group income protection. Working in a bright, modern offices. Friendly, outgoing, and supportive team. Excellent reward & recognition scheme. Discounted gym membership. This is an exciting opportunity to join a highly successful organisation in the next stage of their continued growth. If this role sounds like it could be you then we'd love to hear from you!

An exciting opportunity to join our IT Services client in Cardiff as Project Coordinator on a permanent basis. This is a genuine opportunity to for someone with strong administration and coordination experience who wants to develop a rewarding career in project management through excellent training and development. Due to location, candidates must be able to drive and have access to their own transport to be considered for this role. Key Responsibilities: Maintain and update the Project Management system. Update the project calendar to ensure an accurate picture of projects is available at all times. Work closely with the Project Managers to ensure full admin support for each project. Co-ordinate site and virtual meetings with customers. Required Skills & Experience: Good level of education (GCSE Math's & English). Good organisational skills with strong ability to work to deadlines. Excellent coordination / administration experience. Strong communication skills both written and verbal. Effective computer literacy skills including use of Microsoft Office applications. Salary & Benefits: Salary starts at 23,810; rising to 25,000 on successful completion of probation. Private Medical Insurance. Pension scheme. 23 days holiday plus bank. Free on-site parking. Life cover (4 x basic salary). Group income protection. Working in a bright, modern offices. Friendly, outgoing, and supportive team. Excellent reward & recognition scheme. Discounted gym membership. This is an exciting opportunity to join a highly successful organisation in the next stage of their growth. If this role sounds like it could be you then we'd love to hear from you!

Our client is seeking an experienced 2nd Line Support Engineer to join their dedicated technical team based in their Theale office. You will play a key role in supporting and growing the business, with a particular focus on Unified Communications (UC) and key partner channels. This is a hands-on technical role with a strong focus on pre-sales. Working with the sales department, your main priority will be to provide technical guidance, product demos and solution designs for their partners. You will also be responsible for providing 2nd-line post-sales support, working alongside colleagues to ensure customer issues are resolved quickly and efficiently. Additional responsibilities include delivering product training to internal staff and external partners. You will be expected to help create and deliver technical content for webinars, open days, and assist the team at seminars and industry exhibitions as required. As the 2nd Line Support Engineer your responsibilities will be to: Pre-Sales Support Provide assistance to customers Propose solutions which meet those requirements, ensuring they are technically viable and add value to proposals. Understand and demonstrate products/solutions to resellers, including customer visits, seminars and trade shows. Help the sales team identify upsell opportunities into existing accounts. Help to coordinate and deliver webinars Supplier Engagement Maintain relationships with suppliers, understand their portfolio Primary technical/product contact for UC suppliers. Maintain supplier technical qualifications as required Attend and lead meetings with suppliers Staff Training Provide structured product & technology training for sales and technical staff. Content is generally provided by suppliers, but course development is required. Customer Training Although online training is typically available, it is expected that you will also run instructor-led courses with a hands-on element to enable customers to gain their certifications in a classroom environment. After gaining sufficient knowledge and suitable trainer certifications it is expected that at least one supplier training will be run each month. The Trainer must take some responsibility to promote the courses, internally with Sales/Marketing teams and directly with Customers. Identify other commercial opportunities for 1-day technology training courses, develop and deliver them. g. SIP Troubleshooting, Wireshark, WiFi etc. Post-Sales, 2nd-Line Technical Support Work with customers by phone and email to resolve technical & product related issues. Despite a large and diverse range of products our client provides a high level of technical support, generally without the need to escalate to manufacturers. The role is expected to have a good understanding of the fundamentals and be able to investigate & solve problems largely unaided - through documentation, remote assistance and bench testing. Liaise with manufacturer/supplier if escalation is required. Ticket/Case Management Management of open support cases, tracking time against activities All team members are expected to actively manage outstanding tickets and ensure that analysis & time tracking data are recorded. The person: Degree or equivalent in a computing related subject and/or have proof of a solid networking background. Strong technical knowledge and commercial experience of supporting: VoIP & Unified Communications IP PBX - Appliance / Software / Cloud Enterprise / (Multi-cell) DECT IP Phone Management / Provisioning Good technical knowledge and commercial experience of supporting: DSL and WAN routers Network switches and VLANs Firewalls and associated VPN technologies. Working technical knowledge of current VoIP practices, protocols, and principles. Ability to analyse Logs, SIP traces & PCAP generated from customer equipment. Adept at reading and interpreting technical documentation and procedure manuals. Strong interpersonal, written and oral communication skills including the ability to confidently present webinars, training courses and seminar presentations. Ability to conduct research into telecommunications issues and products. Ability to communicate with all levels of the business Excellent time management, particularly the ability to effectively prioritise and execute tasks in line with business objectives Must be free to work in the UK with no restrictions of Visas and work permits. Full / Valid UK Driving License.

Our client, a successful, future focused multi-brand business with over 20 years of operation is partnering with us on an exclusive basis to recruit an experienced Director of Technology to lead and evolve their technology landscape across the Group. This is a senior leadership role with real influence. You'll define and deliver a forward-thinking technology and IT strategy that enables scale, innovation, and operational excellence. Working closely with senior leaders across the business, you will ensure that platforms, systems, and architecture are secure, modern and built for growth. If you're passionate about using technology to drive business success, build great teams, and create future-ready platforms, this is an opportunity to make a genuine impact. For the right candidate, future opportunities to develop to CTO will be possible. What you'll be doing: You will lead the Group's technology function, setting the strategic direction and ensuring technology drives growth, efficiency and innovation across the business. Technology Strategy & Transformation Define and deliver the Group-wide technology and IT strategy aligned to commercial and operational goals Own the technology roadmap, including platform modernisation and consolidation Manage strategic partners, suppliers and technology budgets Represent technology at leadership level and contribute to wider business strategy Identify and implement solutions to meet current and future business needs Establish standards, governance and best practice Track, report and optimise technology performance and value Drive innovation and stay ahead of emerging trends Software Architecture & Engineering Lead continuous improvement of software architecture and engineering practices Oversee system design, integrations and architectural change Ensure platforms are secure, scalable, modern and resilient Support the full software development lifecycle Enable technical solutions across multiple brands and platforms People, Delivery & Operations Build and lead a scalable, high-performing technology organisation Manage internal teams, delivery partners and outsourced resources Oversee infrastructure, networks, capacity planning and operational support Prioritise initiatives to deliver maximum business value Technology Enablement Build a strong partner ecosystem focused on standardisation and efficiency Create a Group-wide Technology and IT Centre of Excellence Define and maintain a best-of-breed technology stack Work closely with Marketing, Operations, Business Development and Brand teams to enhance customer journeys and product integration What we're looking for: Experience & knowledge - At least 10 years' experience in a senior technology or IT leadership role A strong track record of leading technology strategy and transformation Knoweldge & understanding of CISSP. Deep understanding of modern software architecture and cloud-based platforms Hands-on experience with at least two of the following: C#, Python, Go, Java, JavaScript, TypeScript, PHP Experience with Microsoft Azure is highly desirable Exposure to AI and machine learning technologies is a strong advantage Skills & attributes - A strategic thinker with a strong delivery mindset Commercially aware, motivated and results-driven A confident and inspiring leader Excellent communicator and stakeholder manager Comfortable operating in a fast-moving, evolving environment Able to balance innovation with operational discipline Salary & Benefits: Salary will be highly competitive and negotiable, reflective of the seniority of the role, and dependant on experience. You will also receive excellent company benefits including: Wellbeing support Flexible working options Hybrid working model (3 days in the office, 2 days WFH) State-of-the-art offices 24-day holidays + Bank Holidays (increasing with length of service) Birthday off Company pension scheme Free on-site gym and personal trainer Enhanced Perk Box Employee Assistance Programme

Our client is seeking an experienced Pre-sales Engineer to join their dedicated technical team based in their Theale office. You will play a key role in supporting and growing the business, with a particular focus on Unified Communications (UC) and key partner channels. This is a hands-on technical role with a strong focus on pre-sales. Working with the sales department, your main priority will be to provide technical guidance, product demos and solution designs for their partners. You will also be responsible for providing 2nd-line post-sales support, working alongside colleagues to ensure customer issues are resolved quickly and efficiently. Additional responsibilities include delivering product training to internal staff and external partners. You will be expected to help create and deliver technical content for webinars, open days, and assist the team at seminars and industry exhibitions as required. As the Technical Consultant your responsibilities will be to: Pre-Sales Support Provide assistance to customers Propose solutions which meet those requirements, ensuring they are technically viable and add value to proposals. Understand and demonstrate products/solutions to resellers, including customer visits, seminars and trade shows. Help the sales team identify upsell opportunities into existing accounts. Help to coordinate and deliver webinars Supplier Engagement Maintain relationships with suppliers, understand their portfolio Primary technical/product contact for UC suppliers. Maintain supplier technical qualifications as required Attend and lead meetings with suppliers Staff Training Provide structured product & technology training for sales and technical staff. Content is generally provided by suppliers, but course development is required. Customer Training Although online training is typically available, it is expected that you will also run instructor-led courses with a hands-on element to enable customers to gain their certifications in a classroom environment. After gaining sufficient knowledge and suitable trainer certifications it is expected that at least one supplier training will be run each month. The Trainer must take some responsibility to promote the courses, internally with Sales/Marketing teams and directly with Customers. Identify other commercial opportunities for 1-day technology training courses, develop and deliver them. g. SIP Troubleshooting, Wireshark, WiFi etc. Post-Sales, 2nd-Line Technical Support Work with customers by phone and email to resolve technical & product related issues. Despite a large and diverse range of products our client provides a high level of technical support, generally without the need to escalate to manufacturers. The role is expected to have a good understanding of the fundamentals and be able to investigate & solve problems largely unaided - through documentation, remote assistance and bench testing. Liaise with manufacturer/supplier if escalation is required. Ticket/Case Management Management of open support cases, tracking time against activities All team members are expected to actively manage outstanding tickets and ensure that analysis & time tracking data are recorded. The person: Degree or equivalent in a computing related subject and/or have proof of a solid networking background. Strong technical knowledge and commercial experience of supporting: VoIP & Unified Communications IP PBX - Appliance / Software / Cloud Enterprise / (Multi-cell) DECT IP Phone Management / Provisioning Good technical knowledge and commercial experience of supporting: DSL and WAN routers Network switches and VLANs Firewalls and associated VPN technologies. Working technical knowledge of current VoIP practices, protocols, and principles. Ability to analyse Logs, SIP traces & PCAP generated from customer equipment. Adept at reading and interpreting technical documentation and procedure manuals. Strong interpersonal, written and oral communication skills including the ability to confidently present webinars, training courses and seminar presentations. Ability to conduct research into telecommunications issues and products. Ability to communicate with all levels of the business Excellent time management, particularly the ability to effectively prioritise and execute tasks in line with business objectives Must be free to work in the UK with no restrictions of Visas and work permits. Full / Valid UK Driving License.

Business Development Manager required for our established client, in what will be driving forward a fairly new part of their business, leading to a Senior Management or Director level opportunity in the future. Annual salary up to 60,000 with additional on target earnings to 75,000. Working hours are Monday - Friday, 9.00am - 5.30pm. Candidates with electrical, electronic, automation products knowledge and experience is desirable. Out on the road visiting clients 3-4 days a week, the rest of the week will be spent in their Hockley office in Essex. Duties: Actively and tenaciously seek out new business opportunities Drive electrical, electronic product sales Prepare, submit, follow up and report on quotations Promptly respond to customer requests, in a professional and efficient manner Provide specialist technical back-up as product champion Account manage customers Bring on an Internal Sales individual Benefits: Up to 60,000 per annum On target earnings 75,000 Pension Company car Private healthcare Death in service scheme 25 days holiday plus bank holidays Experience required: Electrical, electronic, automation products knowledge and experience is desirable Knowledge and experience with PLC's, Indicators and controllers, power supply's, relays and timers is desirable Previous sales, business development experience Driven, tenacious, and looking for a role offering development opportunities Ability to organise a busy and varied workload, remain calm under pressure, and proactive in approach to tasks PC literate with Microsoft Excel, Word and Outlook skills Please bear in mind that you may not hear from us straight away. Due to the high level of applications, we receive every day, we can only respond to applicants whose skills and qualifications are suitable for this position. If you would like to be considered for similar and future positions, or for a complete listing of all our current vacancies, please visit our website.

Our outstanding and successful client, a national IT Service Provider who work with some of the biggest household names in the UK are looking to recruit an experienced IT Field Technician to join them on a permanent basis. You will be based in the Gloucester / Oxford area, and will attend customer sites in the region to diagnose and resolve technical IT issues relating to customers on-site technology, including EPOS, business systems, and back office servers. You'll be the bridge between tech issues and business success - making a tangible difference for customers! Location: Gloucestershire / Oxfordshire region (on-site visits + remote reporting) Travel: Significant regional travel with some overnight stays (full expenses and accommodation provided) Company Van: Van provided Hours: Monday to Friday (core hours will be 8am-5:30pm - with 1 in 8 weekends) Salary & Benefits: Salary will be £24,200 plus £2,100 for standard weekend overtime, plus additional overtime which will take your salary higher. You will get excellent benefits package including 23 days holiday per annum + bank, private healthcare provided through BUPA, death in service (4 x salary), group income protection, company pension. What You'll Do: Visit customer sites to diagnose & resolve EPOS, network, and business system issues Capture photographic evidence and compile clear, actionable reports Coordinate fixes - liaise with management, IT providers & third parties Mediate IT solutions between franchisees, service desks, and IT contractors Ensure accurate stock tracking & report completion for smooth operations Keep stakeholders informed & updated at all times What we're looking for: Excellent experience in IT maintenance and fault diagnosis, including hardware, networks, and systems Excellent Customer Service skills and the ability to communicate effectively with internal and external customers, stakeholders and third parties. High degree of flexibility in terms of hours of work and location. High level of health, safety and environmental compliance Full clean driving license. Clean DBS required.

Business Development Manager required for our established client, in what will be driving forward a fairly new part of their business, leading to a Senior Management or Director level opportunity in the future. Annual salary up to 60,000 with additional on target earnings to 75,000. Working hours are Monday - Friday, 9.00am - 5.30pm. Candidates with electrical, electronic, automation products knowledge and experience is desirable. Out on the road visiting clients 3-4 days a week, the rest of the week will be spent in their Hockley office in Essex. Duties: Actively and tenaciously seek out new business opportunities Drive electrical, electronic product sales Prepare, submit, follow up and report on quotations Promptly respond to customer requests, in a professional and efficient manner Provide specialist technical back-up as product champion Account manage customers Bring on an Internal Sales individual Benefits: Up to 60,000 per annum On target earnings 75,000 Pension Company car Private healthcare Death in service scheme 25 days holiday plus bank holidays Experience required: Electrical, electronic, automation products knowledge and experience is desirable Knowledge and experience with PLC's, Indicators and controllers, power supply's, relays and timers is desirable Previous sales, business development experience Driven, tenacious, and looking for a role offering development opportunities Ability to organise a busy and varied workload, remain calm under pressure, and proactive in approach to tasks PC literate with Microsoft Excel, Word and Outlook skills Please bear in mind that you may not hear from us straight away. Due to the high level of applications, we receive every day, we can only respond to applicants whose skills and qualifications are suitable for this position. If you would like to be considered for similar and future positions, or for a complete listing of all our current vacancies, please visit our website.

Our client based in Wallingford is recruiting for a and enthusiastic Trainee Technical Support Coordinator to join our clients team, who is responsible for servicing software and services. The successful candidate will be enthusiastic about technology and thrive under pressure in a busy environment. They will be open to learning a wide range of new skills, have a logical approach to problem-solving with excellent attention to detail. The Technical Support Coordinator will handle support calls and emails from customers and internal staff, maintain hardware, prepare equipment for on-site delivery. They will report to the Head of Operations. This role may suit a candidate with a passion and interest in IT and seeking a role where they can utilise their skills. JOB RESPONSIBILITIES: Prepare new equipment and run maintenance on existing hardware Setup and prepare equipment for delivery to events Provide technical support for our on-site operations, including some weekends, early mornings and evenings Technical support for our SaaS solutions Set, maintain and exceed customer service standards Log all tickets within our CRM and keep up to date as they progress Progress all outstanding tickets and ensure they are resolved within the relevant time scales To encourage feedback on services provided and recognise the changing needs of the service, and make recommendations to your line manager for improvements Attend training to develop relevant knowledge, techniques and skills Perform any other duties related to the support and delivery of the products, or related third party products, as directed by the management team from time to time. QUALIFICATIONS: Excellent communication skills, particularly over the telephone, with the ability to explain issues clearly and simply, both orally and in writing Although experience in an IT setting is not essential (as full training will be given) an understanding and interest, particularly in software, would be a distinct advantage Previous experience of face-to-face or telephone-based customer service is desired Good understanding of technology and how it is applied in business A high degree of computer literacy and technical competency PERSONAL CHARACTERISTICS: Logical and analytical, with a methodical approach to problem-solving Solution-focused, with ability to prioritise Accurate, with high attention to detail Good team player, yet willing to take personal responsibility for issues Able to follow process and procedures Have a willingness to learn new systems Ability to meet deadlines and manage time effectively Able to be patient, tolerant and problem-solve accordingly Flexible and hardworking approach, with a can-do attitude A passion for success and always striving for excellence Persistent and resilient under pressure, with a good sense of humour Excellent administrative and organisational skills Self-motivated, resourceful and keen to learn and share knowledge Ability to work on own initiative Enthusiastic, motivated, empathetic and professional Be honest and act always with integrity Have a strong customer service mindset Hold a valid UK driving license Hold a valid passport.

We are working exclusively with our established and growing client to recruit 2 x Service Installation Technicians to join their remote team based in the Midlands. The company are one of the UKs leading providers of connectivity and networking solutions and have gone through significant growth during the last year. They have a reputation for excellence and are looking for experienced candidates to join this exciting team. You will be working closely with clients and in-house teams throughout The Midlands to deliver projects including installation and commissioning of 4G/5G solutions, and configuration and integration of all product offerings. As a field-based Service Delivery Technician you will become an expert in Antenna selection and alignment, cellular spectrum analysis, RF modem configuration, WiFi deployment and networking, and during quiet installation periods, you will also support the Service Desk for technical customer support. Uphold the company's reputation of excellence by always maintaining a professional and positive image, providing excellent customer service whilst on site, and by leaving any service in the best possible state. Ensure timely and accurate install documentation including job notes, install photographs, admin of stock, and accurately recorded Health and Safety records etc. Working with other departments to ensure the customer has the best experience, ensuring you are operating in the most efficient manner. Ensure admin tasks are timely and accurate. Complete regular inspections and testing of company vehicle, equipment, and tools. Act in accordance to H&S legislation, minimising risks, operating safely, and ensuring a professional image. Ensuring project RAMs are accurate, signed, and filed correctly. Undertake a continuous training philosophy that helps achieve the company's goals. Assisting in covering the Service Desk when not on call outs. Being a team advocate and encouraging knowledge sharing within the team. Ensure Health and Safety requirements are met as detailed in the RAMs. Review Toolbox Talks periodically to ensure familiarity of risks and mitigation. Ensure your work is executed professionally at all times. Willingness to help out where needed on Special projects & Training events. Take meaningful photographs of installations ensuring they are clear and useful and stored accurately with other project documentation. The Person: Previous experience in a similar role or that of a Service Delivery Technician/Installation Engineer Team player with the ability to effectively interact with a variety of individuals with different competencies and backgrounds. Ability to work unsupervised and under own initiatives to ensure high-quality delivery. Ability to handle multiple tasks simultaneously. Experience within a similar industry Our client offers an unrivalled company culture and working environment. You will be supported and developed and will have the opportunity to work within a superb team of individuals. As well as a competitive salary (circa 30k), the company offer a comprehensive benefits package including Remote/flexible working; Company pension scheme; 25 days a year holiday plus bank holidays; and Health & Dental Care.

We are working exclusively with our established and growing client to recruit an experienced IT Service Desk Engineer to join their friendly team near Farnborough. The company are one of the UK's leading providers of connectivity and networking solutions and have gone through significant growth during the last 2 years. The Service Desk is responsible for delivering IT Service management and support to customers. This includes the design, provisioning, maintenance, and support of all company solutions, as well as responsibility for the internal IT structure which boasts multiple software platforms, critical hardware, and user support. The Role: Effective logging & handling of incident & service requests that are received from customers by telephone and email. Day-to-day IT support for customers and internal company employees. Work closely with the Service Desk team in resolving incidents and service requests. Supporting internal employees at Head Office and remote workers. Identify and implement improvements to the initial contact process to enhance the experience for customers. Support remote offices / workers via cellular connectivity. Prioritise and escalate incidents to ensure that service level agreements are met. Own the triage process of incidents into the support function, including highlighting and categorisation of any major incidents/creation of problem records. Create and maintain knowledge base articles to aid 1st time fix metrics. Assist with incident trend analysis to improve demand and capacity planning activities. The Person: We are seeking a candidate with at least 1 years' experience in a similar 'Service Desk or 1st Line Tech support' role. Highly motivated, confident, and proactive with excellent communication skills and a real passion for solving IT related incidents. Previous IT and IT support environment experience. Experience of supporting customers and employees remotely, with a technical understanding of IT. Excellent communication skills, with the ability to talk through and resolve technical IT issues with customers. Adaptable and flexible, and a desire for delivering outstanding customer service. Our client offers an unrivalled company culture and working environment. You will be supported and developed and will have the opportunity to work within a superb team of individuals. As well as a competitive salary (circa 24k), the company offer a comprehensive benefits package including Remote/flexible working; Company pension scheme; 25 days a year holiday plus bank holidays; and Health & Dental Care.

Our client is seeking an experienced 2nd Line IT Support Helpdesk Technician to join them on what will initially be a temporary 2-3 month period however with the view to potentially become permanent. Hours of work will be Monday - Friday, 37.5 hours (ideally 9am - 5.30pm however there may be flexibility on this). Hourly rate will be based on around £29,000. Daily Tasks: To be the first point of contact for all customer interactions, showing knowledge, empathy and delivering successful communications To staff have appropriate IT facilities to enable them to perform their roles effectively To advise staff on the effective use of IT facilities to meet their business needs To maximise the reliability, availability and serviceability of IT resources and respond appropriately to meet business needs To follow and apply IT policies and procedures accordingly To liaise with 3rd parties as required To develop best practises for IT support and maintenance through experience sharing and knowledge transition To escalate IT issues as appropriate to the IT Service Desk Manager To develop an understanding of on-going developments in Information Technology To provide support to IT support reps and to end users in all aspects of IT - software, PCs, servers, networks, systems, peripherals etc To provide appropriate training to IT support reps to enable them to carry out their responsibilities To administer, develop and maintain the company's commercial and technical IT systems To develop and maintain sufficient documentation in specific areas of expertise to ensure acceptable levels of support and removing gaps within the skills matrix To effectively record and maintain all support activities within the ITSM platform aligning to internal processes and ITIL best practice To work closely and effectively with all support functions Person Specification: Relevant experience within a similar role Presentable, professional and able to get on with others ITIL foundation level or above A proven track record of delivering exceptional customer service Ability to work within a close team and working autonomously Excellent oral and written communication skills Excellent organisational skills Ability to effectively manage their day to day workload Ability to multi-task and prioritise Skills and Experience Experience supporting clients working remotely from home and offices Experience of supporting audio/visual conferencing equipment Troubleshooting of printer issues Troubleshoot user hardware issues (laptops, mobile telephony) escalate accordingly Strong experience in Windows 10 Strong experience in Office 365 (preferably including SharePoint and Microsoft Dynamics) Strong experience in ticket management and ITSM platforms Strong experience in Active Directory/Azure user/licensing administration Experience in the following technologies, Intune, AutoCAD, Adobe, Dropbox, MS Defender, Teamviewer, System Centre Configuration Manager Please bear in mind that you may not hear from us straight away. Due to the high level of applications, we receive every day, we can only respond to applicants, whose skills and qualifications are suitable for this position. If you would like to be considered for similar and future positions, or for a complete listing of all our current vacancies, please visit our website.