Gold Group Ltd

2nd Line / 3rd Line Service Desk Analyst Job Type: Permanent Full-Time - Hybrid 3 days in the office / 2 days WFH Location: Edinburgh City Centre Salary: £28,000.00-£40,000.00 (depending on experience) Hours of work: The hours of work are 37.5 per week between 7:30 - 18:00 with 1h lunch break (rotating shifts 08:30-17:00 or 07:30 - 16:00 or 09:30 - 18:00) My client is a leading IT MSP based in the Edinburgh area who are recruiting for a 2nd Line Service Desk Analyst or 3rd Line Service Desk Analyst. 2nd Line / 3rd Line Service Desk Analyst Responsibilities: Provide an exceptional customer experience through technical support and assistance to end-users remote or on-site as required. Troubleshoot and resolve hardware, software, and network issues promptly and effectively. Fix 70% of incidents at first contact (when possible). Achieve overall customer satisfaction of 95%. Achieve overall customer service level (SLA) of 98%. Ensure adherence to performance targets. Ensure that incidents are dealt with according to customer and priority needs. Log all support interactions and maintain accurate records of user inquiries, problems, and resolutions in the ticketing system. Take ownership of logged incidents, tracking the progress of all calls and follow-up with the customer to ensure that they are satisfied with the resolution. Escalate complex technical issues to appropriate team member or third-party vendors for resolution. Follow processes to ensure that a high quality of service is provided to internal and external customers. Desire to build relationships within the service desk team and the wider organisation. Understand the business Objectives, Vision, Mission and Values. Support the organisation's commitment to good quality and information security management (ISO 27001 and ISO 9001 certifications) by adhering consistently to policies and procedures. 2nd Line / 3rd Line Service Desk Analyst Knowledge / Skills Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Bachelor's degree in information technology, Computer Science, or related field (or equivalent work experience). Knowledge of ITIL Framework; ideally having an ITIL Foundation 3+ years' experience in an IT Service Desk/Helpdesk Function Experience with Microsoft 365 administration, Intune/Endpoint Manager and Azure fundamentals. Knowledge of Service Management Platforms such as Halo PSA and N-Able N-Central. Knowledge of Microsoft's 365 Cloud Administration and Configuration. Soft Skills, Customer Service (Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care) Experience with Server hardware raid rebuilds and restores. Understanding of WAN and LAN connectivity, routers, firewalls, and security Remote access solution implementation and support: VPN, RDP, and Remote Desktop Control. Hands-on experience with scripting or automation (desirable) Driving Licence Team player, you will thrive in a collaborative environment and will contribute fully to the success of your team Demonstrable problem-solving skills, with tenacity under pressure and a methodical approach to investigations. Ability to prioritise multiple high-urgency tasks, balancing reactive support with proactive improvements. IT certifications such as CompTIA A+, CompTIA Network+, CompTIA Security+, Microsoft certified (MS900, AZ900, MD103), ITIL Foundation, Watchguard, Unify, CISCO etc are a plus. Proven experience in a technical support role, preferably in a service desk environment. Strong understanding of hardware, software, and network troubleshooting techniques. Excellent communication and customer service skills, active listening and customer-care with the ability to explain technical concepts clearly to non-technical users. Strong problem-solving and analytical skills, with attention to detail. Ability to work effectively in a fast-paced environment and prioritize tasks to meet service level agreements (SLAs). Ability to adapt to changes quickly; self-motivated and self-disciplined, remaining calm under pressure and being a capable and tenacious problem-solver. Services advertised by Gold Group are those of an Agency and/or an Employment Business.We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.

DevOps Engineer DevOps Engineer required by rapidly growing Google Cloud partner, based in London. As the new DevOps Engineer you will have remit to build out DevOps within clients' organisations, advising customers on DevOps best practice and liaising with customers and project teams throughout the project development lifecycle They are looking for a DevOps Engineer who would like to utilise their skill set in a dynamic, technology-driven, established start-up while being given the opportunity to work on cutting-edge AI and ML solutions spanning multiple industries and with market-leading organisations. The successful DevOps Engineer will benefit from an attractive health and wellbeing package, a personalised development plan to ensure professional goals are achieved, offering a clear roadmap for progression, conference attendance and participation, flexible working hours with the possibility of remote working. The skills a DevOps Engineer will need: 3+ years of experience in the DevOps area or experience as a Software Engineer Programming experience in Python/Java/Go Thorough knowledge of CI/CD tooling Passion for technology and desire to learn A desire to join a diverse team of ML, AI and DevOps enthusiasts Nice to have skills: Prior experience in start-up / scale-up Expertise with containerisation/virtualisation technologies (Terraform/Kubernetes) Experience in implementing SRE Principles Cloud Native Architecture experience, ideally in GCP Prior experience in a client-facing role Understanding of SDN (Software Defined Networking) on GCP This is a truly fantastic opportunity for an experienced DevOps Engineer to shape their future with an exciting company at the heart of Cloud technology. Please get in touch ASAP to discuss this role in detail. Services advertised by Gold Group are those of an Agency and/or an Employment Business. We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.

Service Desk Analyst Service Desk Analyst required, by a trusted London based provider of ICT support and Infrastructure Services to educational organisations. As the Service Desk Analyst, you will be proficient in responding to queries, running diagnostic programs, isolating problems and determining and implementing solutions quickly and efficiently, while maintaining a high level of customer service at all times. You will be confident building key relationships with internal technical colleagues at client sites and third parties, exceeding the expectations of internal and external customers through the quality of customer service, meeting their needs and demonstrating the added value of the service The successful Service Desk Analyst will preferably hold a qualification in MCSA or MCITP, have experience of working on an IT service Desk or help desk, and ideally come from the Educational ICT sector. It will be an added bonus if you already have enhanced DBS certificates. Your role as Service Desk Analyst will include; Delivering remote support to customers from start to finish. Manage items raised by the IT monitoring system Use a tracking solution for all incoming incidents, manage ticket tracking, routing and email notifications Provide 2nd level support, manage problem resolution and escalation procedures Configure, troubleshoot and maintain a variety of Windows Server OS: 2003 through 2012 R2 essential Set up and troubleshooting all aspects of Active Directory and its associated services (Group Policy, DNS, DFS, DHCP) across different infrastructures Adhering to Service Level Agreements (SLAs) Providing an Intuitive User Experience The required experience of the Service Desk Analyst is: Strong knowledge of Windows OS, 7, 8 and 10 Good understanding of the virtualization concepts with knowledge of VMware and Hyper-V Good understanding of the networking stack,TCP/IP and subnetting Comfortable with a range of backup products, including VM-level solutions; BackupExec, Veeam, AppAssure Knowledge of deployment solutions such as WDS essential. Experience with MDT and/or SCCM high Understanding of managed wireless solutions (Ruckus advantageous), including 802.1X security and guest/BYOD networks Knowledge of mobile devices (iOS, Android) and their integration with Windows networks Experience with Web filtering products - LGFL, Smoothwall, Sonicwall, Websense all beneficial Experience with Sophos Enterprise Console and other managed antivirus systems This is a great opportunity for a Service Desk Analyst to join a business who has a clear mission to be the best in their field, and are experiencing a rapid growth spurt. Apply now or get in touch right away to register your interest and discuss this role in more detail Services advertised by Gold Group are those of an Agency and/or an Employment Business. We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.

Network Engineer Warwickshire Brief Network Engineer needed for a nationwide technology solutions organisation based in Warwickshire who are looking to employ an experienced and well-rounded Network Engineer that takes pride in their work with an in-depth knowledge of network maintenance and 1st/2nd line support. The successful candidate would desirably have a relevant degree - i.e. Computer Science, network Engineering, Computing. What the role entails: Some of the main duties of the Network Engineer will include: Configuring and replacing datacenter equipment such as Cisco and Juniper firewalls, Cisco switches, Cisco and Dell server hosts. Providing essential scheduled maintenance duties on the NOC. Provide support on-site and on-call when required. Monitor the availability, performance and security of the NOC. What experience you need to be the successful Network Engineer : Windows System Support experience Skills including the use of: LAN/WAN, IP technologies and experience of routing/switching and network monitoring Certifications in either VMware, MS Windows System Support or Cisco are desirable This really is a fantastic opportunity for a Network Engineer to progress their career. If you are interested, please apply as soon as possible as this position will be filled quickly so don't miss out! Services advertised by Gold Group are those of an Agency and/or an Employment Business. We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.

2nd Line Engineer £23,000 - £28,000 If you have experience working within a service desk, resolving escalated queries then this role could be for you. I am looking for 2nd line engineers to join a busy MSP client of mine to deal with the queries passed on via 1st line support. The type of problems will require you to communicate with customers and inform them of time scales to the solution to be made. The role: Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc. Implement and support disaster recovery solutions. Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security. IT support relating to technical issues involving Microsoft's core business applications including cloud applications, as well as virtual environments built on Citrix, Microsoft, and VMware. Identify and diagnose issues and problems Categorise and record reported queries and provide solutions Monitor issues from start to resolution Escalate, if needed, unresolved problems to a higher level of support Provide essential online security advice and support Identify and initiate continual service improvement Adhere and contribute to knowledge creation and maintenance Develop and implement effective processes and procedures to ensure consistent delivery of service and support Essential Skills Required: Virtualisation - VMware and Hyper-v hands on experience VoIP Windows Server Configuration up to WServer 2019 Routers and switches ideally within Cisco Implement and support disaster recovery solutions. Hands on MSP experience Citrix Ability to resolve multiple tickets efficiently Desirable Skills MS-100 AZ-900 A+ Network + CCNA ITiL V4 This is a great role for someone looking to move from 2nd to 3rd line engineer level as the technology exposure you will gain will give you the chance to be proactive. Services advertised by Gold Group are those of an Agency and/or an Employment Business. We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.

Developer - C# .NET JavaScript Bracknell, Berkshire Developer C# .NET is needed for a leading organisation based in Bracknell, Berkshire who are looking to employ an experienced Web Developer C# .NET for the development of their core product and additional Web applications with knowledge of C#, .NET, MVC, JavaScript, HTML, CSS, jQuery, Web API, Azure The successful C#, .NET Web Developer will want to work for this client not just because it's a great opportunity but also because they will give you a wealth of benefits including: * Salary: £35,000 - £50,000 per annum DOE * 30 day's annual holiday * Pension Plan * Career Progression * Training * Flexible working from home In order to be the successful C# .NET Web Developer and have a chance to gain such an exciting opportunity you will ideally need to have the following: * Experience in developing web based applications * Good C# .NET * JavaScript * HTML5 & CSS * jQuery * Web API * Entity framework * Full software development lifecycle * Azure - nice to have * Excellent communication and relationship building skills This really is a fantastic opportunity for a C#, .NET Web Developer to make a difference and progress their career. If you are interested please apply as soon as possible as this position will be filled quickly so don't miss out! Services advertised by Gold Group are those of an Agency and/or an Employment Business. We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.

Technical Development Manager If you have prior experience leading a Software Development environment then this role could be ideal for you. This position will require you to ensure software development activities are delivered efficiently, on-time and to scope. It will also be about providing leadership and line management to a team of in-house developers and ensures appropriate processes, toolsets and governance are implemented. Principal Responsibilities/Duties Work together with the department head to plan and execute software projects Ensure that development team have appropriate specifications, direction and resources to deliver effectively Ensure career pathways for all team members are mapped out, while selecting and retaining an appropriate balance of skills and experience in the team Deliver plans on schedule and to expectations, working exceptions proactively to minimise slippage or overruns Work with department head and business stakeholders to ensure business outcomes are effectively met by software deliveries in a predictable manner Establish and maintain standards and metrics which are applied across the software development organisation in support of continuous improvement Work with other members of the management team to embed Agile practices and facilitate predictable, rapid delivery of business benefit Willingness/ability to remain hands-on & get into the detail of software deliveries Essential Skills Previous management experience within software development environment Experience building and growing capability within a team, including previous experience of handling employee reviews, consultations, and improvement plans Development experience within a LAMP stack (Linux, Apache, MySQL, PHP) Sprint planning and leadership/delivery Monitoring and reporting on progress to both technical and non-technical audiences Experience in working in an agile development team (scrum) Experience of billing systems (Telecoms, MSP, ICT) Experience of customer management systems Experience with Laravel Process development 3rd party integration and APIs This is a role that will offer the chance to work for a great organisation that can offer you a great long-term career. Services advertised by Gold Group are those of an Agency and/or an Employment Business. We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.