1st Line Technical Support Agent 6 month rolling PAYE Contract Bracknell on site, 24/7 working 4 days on 4 days off - mixture of day and nigh 12 hour shifts. Brief Overview of role/project: We are looking for someone with a flexible, dynamic, can-do attitude, working in a fast-paced environment, join a friendly and collaborative team, to be our first point of contact for the customer related support activities. A 1st Line Technical Support Agent to add value to an existing technically diverse team of engineers, with a right 1st time attitude, with an attention to detail is a must. Can you be clear concise when engaging the customers, updating the customer efficiently in a prompt manner and own technical issues through to resolution. A standard day can include liaising directly with on-site engineers to assist those resolving faults, triage of incidents to support a prompt resolution and be a key player in communications to the end customer. For the successful candidate, you will be working within an environment that will expose you to a mixture of network and infrastructure support activities, this will enable you to grow technically alongside your primary support function. Mandatory Skills (Candidate must have all): Attention to detail with right first-time attitude. A motivated self-starter with a focus on processes. Experience working in a customer facing environment. Understanding of ITIL processes would be beneficial. Basic networking knowledge * You will be required to go through a national security clearance process for this role before you can start this position* Project People is acting as an Employment Business in relation to this vacancy.
May 03, 2024
Contractor
1st Line Technical Support Agent 6 month rolling PAYE Contract Bracknell on site, 24/7 working 4 days on 4 days off - mixture of day and nigh 12 hour shifts. Brief Overview of role/project: We are looking for someone with a flexible, dynamic, can-do attitude, working in a fast-paced environment, join a friendly and collaborative team, to be our first point of contact for the customer related support activities. A 1st Line Technical Support Agent to add value to an existing technically diverse team of engineers, with a right 1st time attitude, with an attention to detail is a must. Can you be clear concise when engaging the customers, updating the customer efficiently in a prompt manner and own technical issues through to resolution. A standard day can include liaising directly with on-site engineers to assist those resolving faults, triage of incidents to support a prompt resolution and be a key player in communications to the end customer. For the successful candidate, you will be working within an environment that will expose you to a mixture of network and infrastructure support activities, this will enable you to grow technically alongside your primary support function. Mandatory Skills (Candidate must have all): Attention to detail with right first-time attitude. A motivated self-starter with a focus on processes. Experience working in a customer facing environment. Understanding of ITIL processes would be beneficial. Basic networking knowledge * You will be required to go through a national security clearance process for this role before you can start this position* Project People is acting as an Employment Business in relation to this vacancy.
Our client is a leading payment technology company covering the UK, Republic of Ireland and Nordics providing payment devices and solutions to UK acquirers, resellers, ISO's and retailers. They provide innovative, cost effective and superior quality payment solutions. Payments represent a small fraction of the retail experience and applications are becoming an integral part of this process. By offering a 'single device' that can provide multi-application support, payment acceptance and targeted value-added services whilst condensing this within a robust hardware unit allows us our clients customers to adapt to consumer behaviours for present and future requirements. This will start as an office based role but within a few months of training can transition to a hybrid role. About the opportunity Due to continued success and growth, we are looking for a technical support agent to join our clients, team, managing 1st, 2nd and 3rd line queries predominantly from resellers but also end users. You will be provided extensive training but previous experience working within IT and Technology support roles will be advantageous. The role will be office based in Woking whilst you undergo training and over time can transition to a hybrid opportunity. Responsibilities Gain in-depth understanding of the companies product solutions Liaise with company partners to support existing knowledge and develop your learning about upcoming solutions and product releases Resolve 1st, 2nd and 3rd line technical queries from a variety of resellers, ISO's, retailers and customers via email and zoom calls. Prompt follow up of customer technical issues & queries, with excellent ongoing communication Analyse issues through research, testing, knowledge and experience to provide resolutions Support and inform internal sales team on existing and upcoming solutions Test new software releases and document results Document new solutions and write comprehensive user guides Software load terminals for development and test purposes Support solution integrators and developers. Work within a team to deliver an excellent customer experience About you Bachelor's degree in maths, engineering, computer science or similar Previous experience of working with Android devices Previous experience working with payment/EPOS devices advantageous Have a basic understanding of programming languages ideally Java Have a passion for technology and excellent analytical skills Be self-motivated with a particular attention to detail Have good customer facing and written communication skills Be an excellent team player Have the ability to prioritise and work under pressure Be a confident communicator, with particular focus on being able to understand people from all backgrounds and select when to use more advanced or simple language Have good organisational and time-management skills with a flexible approach to work
Apr 30, 2024
Full time
Our client is a leading payment technology company covering the UK, Republic of Ireland and Nordics providing payment devices and solutions to UK acquirers, resellers, ISO's and retailers. They provide innovative, cost effective and superior quality payment solutions. Payments represent a small fraction of the retail experience and applications are becoming an integral part of this process. By offering a 'single device' that can provide multi-application support, payment acceptance and targeted value-added services whilst condensing this within a robust hardware unit allows us our clients customers to adapt to consumer behaviours for present and future requirements. This will start as an office based role but within a few months of training can transition to a hybrid role. About the opportunity Due to continued success and growth, we are looking for a technical support agent to join our clients, team, managing 1st, 2nd and 3rd line queries predominantly from resellers but also end users. You will be provided extensive training but previous experience working within IT and Technology support roles will be advantageous. The role will be office based in Woking whilst you undergo training and over time can transition to a hybrid opportunity. Responsibilities Gain in-depth understanding of the companies product solutions Liaise with company partners to support existing knowledge and develop your learning about upcoming solutions and product releases Resolve 1st, 2nd and 3rd line technical queries from a variety of resellers, ISO's, retailers and customers via email and zoom calls. Prompt follow up of customer technical issues & queries, with excellent ongoing communication Analyse issues through research, testing, knowledge and experience to provide resolutions Support and inform internal sales team on existing and upcoming solutions Test new software releases and document results Document new solutions and write comprehensive user guides Software load terminals for development and test purposes Support solution integrators and developers. Work within a team to deliver an excellent customer experience About you Bachelor's degree in maths, engineering, computer science or similar Previous experience of working with Android devices Previous experience working with payment/EPOS devices advantageous Have a basic understanding of programming languages ideally Java Have a passion for technology and excellent analytical skills Be self-motivated with a particular attention to detail Have good customer facing and written communication skills Be an excellent team player Have the ability to prioritise and work under pressure Be a confident communicator, with particular focus on being able to understand people from all backgrounds and select when to use more advanced or simple language Have good organisational and time-management skills with a flexible approach to work
About us Natural HR is an all-in-one cloud HR & Payroll software provider, partnering with medium-sized businesses to enable them to run their HR operations more efficiently and effectively. Having grown from a husband-and-wife duo, Natural HR were acquired by Moorepay in 2023 and became part of the wider Zellis Group. This acquisition combined Moorepay's strengths in payroll software, managed payroll services, and HR advice and consultancy, with Natural HR's strength in HR software. It's an exciting time to join Natural HR and develop your career. We offer a modern working environment, with many of our colleagues based from our offices in Central Birmingham's jewellery quarter. This role will work on a hybrid basis - Tuesdays, Wednesdays & Thursdays spent working in the office, with Mondays & Fridays working from home. We love to reward and recognise our brilliant colleagues. As part of your benefits package, you'll receive: A competitive base salary. 33 days annual leave including bank holidays, with an additional day for each year of service up to a maximum of 36 days in total. Pension contribution of 3%. A range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure. About the role As a Software Support Agent you'll assist our customers in getting the most out of our software and troubleshooting day-to-day queries, whilst gaining deep technical knowledge of key areas of our system. Reporting to the Software Support Manager, you'll work as part of a small team on our Customer Support Desk, answering incoming support tickets and enquiries by phone. This role is office-based in Birmingham City Centre, working 37.5 hours per week, with Tuesday-Thursday working in the office and Monday & Friday working from home. Key responsibilities include: 1st line support - responding to phone calls, emails, and support tickets in line with SLAs and providing regular customer updates to outstanding queries. Testing resolutions returned from Product and informing customers. Ensuring new customers recently completing implementation are monitored and their incoming queries adequately resolved. Ensuring all incoming queries are assigned within the agreed first response SLA time. Identifying tickets for escalation and informing the Senior Support Consultants and Software Support Manager. Identifying any team training requirements based on incoming queries and questions asked by fellow team members. Reviewing the "no search results" for the customer knowledge base and advising of any articles that would be of benefit or adding tags to any articles currently created to enhance search results. Developing and maintaining an in-depth understanding of our HR & payroll system and services and becoming a subject matter expert in key areas such as workflows, forms, and time off functionality. Running queries (SQL) and inspecting on-page code to diagnose potential problems. Taking ownership of queries that may need to be passed over to the Product team and keeping the customer updated through to resolution. Carrying out daily reviews of open customer queries that are assigned to you and being accountable for cases through to resolution. Providing customer support via online meetings / screen-sharing as and when required, to identify customer issues or demonstrate how to perform specific tasks within our system. Updating the CRM database and Customer Support Desk in a timely manner with notes following customer calls and internal discussions. Creating and updating knowledge base and support content based on your customer interactions and newly released features, to guide customers through using specific areas of our software. Ensuring the Software Support Manager is aware of any customer queries which may need to be escalated. Learning and maintaining system knowledge, keeping up-to-date with latest product releases. Ensuring you have diarised commitments to your learning and development, including attending / watching product training webinars and recordings. Skills & experience A background in customer service with experience and / or a strong interest in technology. Experience of supporting HR / Payroll / ERP systems is desirable. SQL and basic HTML knowledge desirable. Excellent customer service skills - you'll be committed to delivering the best possible customer experience and exceeding customer expectations. You will display high levels of integrity and always consider the security of our business and our customers' data. Technical ability - you'll be comfortable fielding technical questions and able to relay answers in a non-technical way to our customers. An organised and methodical approach to work with the ability to stay calm under pressure, as you'll balance an existing caseload with new support tickets coming in (20-30 tickets per day). Analytical in your thinking and approach to identifying problems, gathering information, replicating issues, and finding solutions. Proactive in getting to grips with and delivering all aspects of the role. Excellent written and verbal communication skills - you'll be fluent in English, have a good telephone manner, and communicate professionally via email. Personal development - you won't be phased by self-directed learning and will be able to identify areas where you would benefit from additional training and support. Excellent IT skills - you will be proficient in Microsoft Office, in particular Excel, and have used other HR / Payroll or cloud business tools.
Apr 27, 2024
Full time
About us Natural HR is an all-in-one cloud HR & Payroll software provider, partnering with medium-sized businesses to enable them to run their HR operations more efficiently and effectively. Having grown from a husband-and-wife duo, Natural HR were acquired by Moorepay in 2023 and became part of the wider Zellis Group. This acquisition combined Moorepay's strengths in payroll software, managed payroll services, and HR advice and consultancy, with Natural HR's strength in HR software. It's an exciting time to join Natural HR and develop your career. We offer a modern working environment, with many of our colleagues based from our offices in Central Birmingham's jewellery quarter. This role will work on a hybrid basis - Tuesdays, Wednesdays & Thursdays spent working in the office, with Mondays & Fridays working from home. We love to reward and recognise our brilliant colleagues. As part of your benefits package, you'll receive: A competitive base salary. 33 days annual leave including bank holidays, with an additional day for each year of service up to a maximum of 36 days in total. Pension contribution of 3%. A range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure. About the role As a Software Support Agent you'll assist our customers in getting the most out of our software and troubleshooting day-to-day queries, whilst gaining deep technical knowledge of key areas of our system. Reporting to the Software Support Manager, you'll work as part of a small team on our Customer Support Desk, answering incoming support tickets and enquiries by phone. This role is office-based in Birmingham City Centre, working 37.5 hours per week, with Tuesday-Thursday working in the office and Monday & Friday working from home. Key responsibilities include: 1st line support - responding to phone calls, emails, and support tickets in line with SLAs and providing regular customer updates to outstanding queries. Testing resolutions returned from Product and informing customers. Ensuring new customers recently completing implementation are monitored and their incoming queries adequately resolved. Ensuring all incoming queries are assigned within the agreed first response SLA time. Identifying tickets for escalation and informing the Senior Support Consultants and Software Support Manager. Identifying any team training requirements based on incoming queries and questions asked by fellow team members. Reviewing the "no search results" for the customer knowledge base and advising of any articles that would be of benefit or adding tags to any articles currently created to enhance search results. Developing and maintaining an in-depth understanding of our HR & payroll system and services and becoming a subject matter expert in key areas such as workflows, forms, and time off functionality. Running queries (SQL) and inspecting on-page code to diagnose potential problems. Taking ownership of queries that may need to be passed over to the Product team and keeping the customer updated through to resolution. Carrying out daily reviews of open customer queries that are assigned to you and being accountable for cases through to resolution. Providing customer support via online meetings / screen-sharing as and when required, to identify customer issues or demonstrate how to perform specific tasks within our system. Updating the CRM database and Customer Support Desk in a timely manner with notes following customer calls and internal discussions. Creating and updating knowledge base and support content based on your customer interactions and newly released features, to guide customers through using specific areas of our software. Ensuring the Software Support Manager is aware of any customer queries which may need to be escalated. Learning and maintaining system knowledge, keeping up-to-date with latest product releases. Ensuring you have diarised commitments to your learning and development, including attending / watching product training webinars and recordings. Skills & experience A background in customer service with experience and / or a strong interest in technology. Experience of supporting HR / Payroll / ERP systems is desirable. SQL and basic HTML knowledge desirable. Excellent customer service skills - you'll be committed to delivering the best possible customer experience and exceeding customer expectations. You will display high levels of integrity and always consider the security of our business and our customers' data. Technical ability - you'll be comfortable fielding technical questions and able to relay answers in a non-technical way to our customers. An organised and methodical approach to work with the ability to stay calm under pressure, as you'll balance an existing caseload with new support tickets coming in (20-30 tickets per day). Analytical in your thinking and approach to identifying problems, gathering information, replicating issues, and finding solutions. Proactive in getting to grips with and delivering all aspects of the role. Excellent written and verbal communication skills - you'll be fluent in English, have a good telephone manner, and communicate professionally via email. Personal development - you won't be phased by self-directed learning and will be able to identify areas where you would benefit from additional training and support. Excellent IT skills - you will be proficient in Microsoft Office, in particular Excel, and have used other HR / Payroll or cloud business tools.
Would you like to work for an award-winning company? Have you got previous experience working in a 1st Line Service Desk environment? Are you a strong communicator with a passion for delivering exceptional service? If the answer is YES then we have a great opportunity for you! Who are we? TSG (Technology Services Group) are a Managed IT Services provider covering the whole of the UK. Here at TSG our people have a passion for delivering excellent customer service. We believe in giving our people the tools, training and support they require to excel in their roles with autonomy to make decisions where needed. Our values are based around Quality, Ownership and Passion and these sit at the core of our business, helping us to achieve our mission. Why should I work for TSG? It is our people that make TSG what it is and a great place to work. We have an open and honest culture here where we welcome feedback and act off the back of that. As a result, we have recently won six awards in the Sunday Times Best Companies to work for awards 2021. TSG is now officially one of the 'UKs Top 100 Best Large Companies' and one of the 'Top 50 Technology Companies' to work for. In addition, we have been awarded a 2 star accreditation for 'Outstanding' employee engagement, as well as some Regional Awards. At TSG we have a realistic approach and we care about the health and wellbeing of our TSG family. We love having social events wherever possible - this has included plenty of virtual ones during the Covid-19 pandemic, we are also very excited to have a 'save the date' in place for an all-staff event post pandemic that we hope can come to fruition as long as it is safe to do so. In addition, we love giving back to the community. Over the last year TSG has been continuing to raise money for our chosen charity Mental Health UK, so far we have raised over £13,000 across the business completing a variety of challenges. These challenges included a walkathon which seen 100 TSG colleagues walk the equivalent distance from the organisations Team Valley office to Microsoft's Seattle HQ - a huge 9.6 million steps! Job Purpose & Responsibilities; As a Service Desk Agent you will be the first point of contact for TSG customers in relation to technical faults and requests. You will be expected to log, categorise, and prioritise customer tickets as necessary, seeing them through to resolution wherever possible. Where you are unable to resolve a ticket yourself, you will escalate this to the relevant team. You will be a strong team player who enjoys delivering an exceptional service to our customers. You will also have strong communication skills and good attention to detail, ensuring that all information entered into the system is accurate and handled in line with company procedures. This position is taking a hybrid approach, therefore you must be located within close commutable distance to our Bellshill office. Responsibilities will include, but are not limited to; Log, categorise and prioritise customer tickets in line with documented required standards Conduct initial diagnosis of faults and attempt documented fixes appropriate to the role Where fixes are not available, escalate tickets to appropriate resolver group Ensure accurate input of data for customer contact information Update customers on cases as advised by other support teams Ensure all calls are answered according to the Service Level Agreements Manage resolved queues to ensure calls are closed as appropriate Manage 3rd party queues to ensure customers receive regular updates on tickets being dealt with by our providers Knowledge, Skills & Experience; Excellent written and verbal communication skills Excellent customer service skills Commercial awareness Strong attention to detail Ability to work in a high volume, fast paced environment Ability to prioritise Good problem solving skills IT qualifications would be an advantage Proven experience in a support or service delivery environment is an advantage Your Behaviours; Demonstrate enthusiasm and proactively seeks opportunities to improve the Service Desk Agent function Demonstrate commitment to the role, team and company and will go the extra mile when required Demonstrate initiative and reacts positively to new challenges and change What's in it for you? Up to 21k + Bonus 25 days annual leave Life assurance Perkbox discounts Contributory pension scheme with employer contribution of 4% Company sick pay Income protection cover Enhanced Maternity and Paternity pay Flexible home-based opportunities Long service benefits including increased annual leave accrued with service Flexible working day policy Relaxed dress policy Cycle to work scheme Employee recognition scheme Fantastic company culture including regular team building events Excellent progression opportunities and training support, including recognised qualifications If this sound like the role for you, please apply today to be considered.
Sep 15, 2021
Full time
Would you like to work for an award-winning company? Have you got previous experience working in a 1st Line Service Desk environment? Are you a strong communicator with a passion for delivering exceptional service? If the answer is YES then we have a great opportunity for you! Who are we? TSG (Technology Services Group) are a Managed IT Services provider covering the whole of the UK. Here at TSG our people have a passion for delivering excellent customer service. We believe in giving our people the tools, training and support they require to excel in their roles with autonomy to make decisions where needed. Our values are based around Quality, Ownership and Passion and these sit at the core of our business, helping us to achieve our mission. Why should I work for TSG? It is our people that make TSG what it is and a great place to work. We have an open and honest culture here where we welcome feedback and act off the back of that. As a result, we have recently won six awards in the Sunday Times Best Companies to work for awards 2021. TSG is now officially one of the 'UKs Top 100 Best Large Companies' and one of the 'Top 50 Technology Companies' to work for. In addition, we have been awarded a 2 star accreditation for 'Outstanding' employee engagement, as well as some Regional Awards. At TSG we have a realistic approach and we care about the health and wellbeing of our TSG family. We love having social events wherever possible - this has included plenty of virtual ones during the Covid-19 pandemic, we are also very excited to have a 'save the date' in place for an all-staff event post pandemic that we hope can come to fruition as long as it is safe to do so. In addition, we love giving back to the community. Over the last year TSG has been continuing to raise money for our chosen charity Mental Health UK, so far we have raised over £13,000 across the business completing a variety of challenges. These challenges included a walkathon which seen 100 TSG colleagues walk the equivalent distance from the organisations Team Valley office to Microsoft's Seattle HQ - a huge 9.6 million steps! Job Purpose & Responsibilities; As a Service Desk Agent you will be the first point of contact for TSG customers in relation to technical faults and requests. You will be expected to log, categorise, and prioritise customer tickets as necessary, seeing them through to resolution wherever possible. Where you are unable to resolve a ticket yourself, you will escalate this to the relevant team. You will be a strong team player who enjoys delivering an exceptional service to our customers. You will also have strong communication skills and good attention to detail, ensuring that all information entered into the system is accurate and handled in line with company procedures. This position is taking a hybrid approach, therefore you must be located within close commutable distance to our Bellshill office. Responsibilities will include, but are not limited to; Log, categorise and prioritise customer tickets in line with documented required standards Conduct initial diagnosis of faults and attempt documented fixes appropriate to the role Where fixes are not available, escalate tickets to appropriate resolver group Ensure accurate input of data for customer contact information Update customers on cases as advised by other support teams Ensure all calls are answered according to the Service Level Agreements Manage resolved queues to ensure calls are closed as appropriate Manage 3rd party queues to ensure customers receive regular updates on tickets being dealt with by our providers Knowledge, Skills & Experience; Excellent written and verbal communication skills Excellent customer service skills Commercial awareness Strong attention to detail Ability to work in a high volume, fast paced environment Ability to prioritise Good problem solving skills IT qualifications would be an advantage Proven experience in a support or service delivery environment is an advantage Your Behaviours; Demonstrate enthusiasm and proactively seeks opportunities to improve the Service Desk Agent function Demonstrate commitment to the role, team and company and will go the extra mile when required Demonstrate initiative and reacts positively to new challenges and change What's in it for you? Up to 21k + Bonus 25 days annual leave Life assurance Perkbox discounts Contributory pension scheme with employer contribution of 4% Company sick pay Income protection cover Enhanced Maternity and Paternity pay Flexible home-based opportunities Long service benefits including increased annual leave accrued with service Flexible working day policy Relaxed dress policy Cycle to work scheme Employee recognition scheme Fantastic company culture including regular team building events Excellent progression opportunities and training support, including recognised qualifications If this sound like the role for you, please apply today to be considered.
Would you like to work for an award-winning company? Have you got previous experience working in a 1st Line Service Desk environment? Are you a strong communicator with a passion for delivering exceptional service? If the answer is YES then we have a great opportunity for you! Who are we? TSG (Technology Services Group) are a Managed IT Services provider covering the whole of the UK. Here at TSG our people have a passion for delivering excellent customer service. We believe in giving our people the tools, training and support they require to excel in their roles with autonomy to make decisions where needed. Our values are based around Quality, Ownership and Passion and these sit at the core of our business, helping us to achieve our mission. Why should I work for TSG? It is our people that make TSG what it is and a great place to work. We have an open and honest culture here where we welcome feedback and act off the back of that. As a result, we have recently won six awards in the Sunday Times Best Companies to work for awards 2021. TSG is now officially one of the 'UKs Top 100 Best Large Companies' and one of the 'Top 50 Technology Companies' to work for. In addition, we have been awarded a 2 star accreditation for 'Outstanding' employee engagement, as well as some Regional Awards. At TSG we have a realistic approach and we care about the health and wellbeing of our TSG family. We love having social events wherever possible - this has included plenty of virtual ones during the Covid-19 pandemic, we are also very excited to have a 'save the date' in place for an all-staff event post pandemic that we hope can come to fruition as long as it is safe to do so. In addition, we love giving back to the community. Over the last year TSG has been continuing to raise money for our chosen charity Mental Health UK, so far we have raised over £13,000 across the business completing a variety of challenges. These challenges included a walkathon which seen 100 TSG colleagues walk the equivalent distance from the organisations Team Valley office to Microsoft's Seattle HQ - a huge 9.6 million steps! Job Purpose & Responsibilities; As a Service Desk Agent you will be the first point of contact for TSG customers in relation to technical faults and requests. You will be expected to log, categorise, and prioritise customer tickets as necessary, seeing them through to resolution wherever possible. Where you are unable to resolve a ticket yourself, you will escalate this to the relevant team. You will be a strong team player who enjoys delivering an exceptional service to our customers. You will also have strong communication skills and good attention to detail, ensuring that all information entered into the system is accurate and handled in line with company procedures. This position is taking a hybrid approach, therefore you must be located within close commutable distance to our Team Valley office. Responsibilities will include, but are not limited to; Log, categorise and prioritise customer tickets in line with documented required standards Conduct initial diagnosis of faults and attempt documented fixes appropriate to the role Where fixes are not available, escalate tickets to appropriate resolver group Ensure accurate input of data for customer contact information Update customers on cases as advised by other support teams Ensure all calls are answered according to the Service Level Agreements Manage resolved queues to ensure calls are closed as appropriate Manage 3rd party queues to ensure customers receive regular updates on tickets being dealt with by our providers Knowledge, Skills & Experience; Excellent written and verbal communication skills Excellent customer service skills Commercial awareness Strong attention to detail Ability to work in a high volume, fast paced environment Ability to prioritise Good problem solving skills IT qualifications would be an advantage Proven experience in a support or service delivery environment is an advantage Your Behaviours; Demonstrate enthusiasm and proactively seeks opportunities to improve the Service Desk Agent function Demonstrate commitment to the role, team and company and will go the extra mile when required Demonstrate initiative and reacts positively to new challenges and change What's in it for you? Up to 21k + Bonus 25 days annual leave Life assurance Perkbox discounts Contributory pension scheme with employer contribution of 4% Company sick pay Income protection cover Enhanced Maternity and Paternity pay Flexible home-based opportunities Long service benefits including increased annual leave accrued with service Flexible working day policy Relaxed dress policy Cycle to work scheme Employee recognition scheme Fantastic company culture including regular team building events Excellent progression opportunities and training support, including recognised qualifications If this sound like the role for you, please apply today to be considered.
Sep 15, 2021
Full time
Would you like to work for an award-winning company? Have you got previous experience working in a 1st Line Service Desk environment? Are you a strong communicator with a passion for delivering exceptional service? If the answer is YES then we have a great opportunity for you! Who are we? TSG (Technology Services Group) are a Managed IT Services provider covering the whole of the UK. Here at TSG our people have a passion for delivering excellent customer service. We believe in giving our people the tools, training and support they require to excel in their roles with autonomy to make decisions where needed. Our values are based around Quality, Ownership and Passion and these sit at the core of our business, helping us to achieve our mission. Why should I work for TSG? It is our people that make TSG what it is and a great place to work. We have an open and honest culture here where we welcome feedback and act off the back of that. As a result, we have recently won six awards in the Sunday Times Best Companies to work for awards 2021. TSG is now officially one of the 'UKs Top 100 Best Large Companies' and one of the 'Top 50 Technology Companies' to work for. In addition, we have been awarded a 2 star accreditation for 'Outstanding' employee engagement, as well as some Regional Awards. At TSG we have a realistic approach and we care about the health and wellbeing of our TSG family. We love having social events wherever possible - this has included plenty of virtual ones during the Covid-19 pandemic, we are also very excited to have a 'save the date' in place for an all-staff event post pandemic that we hope can come to fruition as long as it is safe to do so. In addition, we love giving back to the community. Over the last year TSG has been continuing to raise money for our chosen charity Mental Health UK, so far we have raised over £13,000 across the business completing a variety of challenges. These challenges included a walkathon which seen 100 TSG colleagues walk the equivalent distance from the organisations Team Valley office to Microsoft's Seattle HQ - a huge 9.6 million steps! Job Purpose & Responsibilities; As a Service Desk Agent you will be the first point of contact for TSG customers in relation to technical faults and requests. You will be expected to log, categorise, and prioritise customer tickets as necessary, seeing them through to resolution wherever possible. Where you are unable to resolve a ticket yourself, you will escalate this to the relevant team. You will be a strong team player who enjoys delivering an exceptional service to our customers. You will also have strong communication skills and good attention to detail, ensuring that all information entered into the system is accurate and handled in line with company procedures. This position is taking a hybrid approach, therefore you must be located within close commutable distance to our Team Valley office. Responsibilities will include, but are not limited to; Log, categorise and prioritise customer tickets in line with documented required standards Conduct initial diagnosis of faults and attempt documented fixes appropriate to the role Where fixes are not available, escalate tickets to appropriate resolver group Ensure accurate input of data for customer contact information Update customers on cases as advised by other support teams Ensure all calls are answered according to the Service Level Agreements Manage resolved queues to ensure calls are closed as appropriate Manage 3rd party queues to ensure customers receive regular updates on tickets being dealt with by our providers Knowledge, Skills & Experience; Excellent written and verbal communication skills Excellent customer service skills Commercial awareness Strong attention to detail Ability to work in a high volume, fast paced environment Ability to prioritise Good problem solving skills IT qualifications would be an advantage Proven experience in a support or service delivery environment is an advantage Your Behaviours; Demonstrate enthusiasm and proactively seeks opportunities to improve the Service Desk Agent function Demonstrate commitment to the role, team and company and will go the extra mile when required Demonstrate initiative and reacts positively to new challenges and change What's in it for you? Up to 21k + Bonus 25 days annual leave Life assurance Perkbox discounts Contributory pension scheme with employer contribution of 4% Company sick pay Income protection cover Enhanced Maternity and Paternity pay Flexible home-based opportunities Long service benefits including increased annual leave accrued with service Flexible working day policy Relaxed dress policy Cycle to work scheme Employee recognition scheme Fantastic company culture including regular team building events Excellent progression opportunities and training support, including recognised qualifications If this sound like the role for you, please apply today to be considered.
My client, a modern Digital Agency, is seeking an experienced DevOps Engineer to join their team in Cheshire.
As a Digital Agency, they focus mostly on Magento based e-commerce products and services, partnering with online retailers to delivery market driven web-stores. They offer a combination service of consultancy, design build and strategy.
Reporting to the Technical Director and Head of Development, your role as the successful DevOps Engineer is to ensure my client designs, engineers and delivers web application platforms to support the rapid and safe development and release of high quality code. You will enable the delivery of world-class web applications which are maintainable, scalable, resilient and portable, on time, to business requirements.
Example Responsibilities
You will implement the automation of the end to end deployment process, as defined by the Technical Director.
You will have responsibility for storage, network, security, scalability, resilience, load balancing, failover, deployment and monitoring.
Implement the defined architecture for easier continuous integration and deployment along with auto-scaling infrastructure to match demand
Manage and maintain the monitoring and alerting systems to support day to day operations
Develop the architecture of our existing platform and assist in the design and build of new systems
Provide 1st and 2nd line support in incidents
Troubleshoot issues as they arise, create wash up reports and implement changes to avoid future occurrences of the same issue.
Requirements
The environment is heavily Linux-based, so experience in Redhat or CentOS is a definite advantage. Scripting skills along these lines (Ruby, Python, Bash) as opposed to PowerShell etc.
Being a service provider for e-commerece clients, knowledge of cloud based architectures (especially Amazon AWS) is sought after.
The following skill-sets or experience are essential to this post:
Essential:
Excellent Linux system administration, scripting and automation
Monitoring tools, frameworks and processes
Full automation and configuration management
Ansible / Puppet / Chef
Building Continuous Integration / Delivery Pipelines in Jenkins or similar tool
Versioning software - Git
Open source monitoring tools
Strong knowledge of host networking – subnets/routing, firewalls, DNS/DHCP
2+ years experience in a start up and/or entrepreneurial corporate environment building and running high-throughput infrastructure
Excellent linux system administration, scripting and automation skills (Ruby, Python, Bash, Jenkins etc…)
Experienced in monitoring tools, frameworks and processes
Experienced in full automation and configuration management using tools such as Ansible, Puppet, Chef
Deep understanding of HTTP and web service technologies
Large scale operations environments
For more information or to make an application, click Apply or contact matthew.newton (at) belindaholmes (dot) co (dot) uk
Sep 09, 2016
My client, a modern Digital Agency, is seeking an experienced DevOps Engineer to join their team in Cheshire.
As a Digital Agency, they focus mostly on Magento based e-commerce products and services, partnering with online retailers to delivery market driven web-stores. They offer a combination service of consultancy, design build and strategy.
Reporting to the Technical Director and Head of Development, your role as the successful DevOps Engineer is to ensure my client designs, engineers and delivers web application platforms to support the rapid and safe development and release of high quality code. You will enable the delivery of world-class web applications which are maintainable, scalable, resilient and portable, on time, to business requirements.
Example Responsibilities
You will implement the automation of the end to end deployment process, as defined by the Technical Director.
You will have responsibility for storage, network, security, scalability, resilience, load balancing, failover, deployment and monitoring.
Implement the defined architecture for easier continuous integration and deployment along with auto-scaling infrastructure to match demand
Manage and maintain the monitoring and alerting systems to support day to day operations
Develop the architecture of our existing platform and assist in the design and build of new systems
Provide 1st and 2nd line support in incidents
Troubleshoot issues as they arise, create wash up reports and implement changes to avoid future occurrences of the same issue.
Requirements
The environment is heavily Linux-based, so experience in Redhat or CentOS is a definite advantage. Scripting skills along these lines (Ruby, Python, Bash) as opposed to PowerShell etc.
Being a service provider for e-commerece clients, knowledge of cloud based architectures (especially Amazon AWS) is sought after.
The following skill-sets or experience are essential to this post:
Essential:
Excellent Linux system administration, scripting and automation
Monitoring tools, frameworks and processes
Full automation and configuration management
Ansible / Puppet / Chef
Building Continuous Integration / Delivery Pipelines in Jenkins or similar tool
Versioning software - Git
Open source monitoring tools
Strong knowledge of host networking – subnets/routing, firewalls, DNS/DHCP
2+ years experience in a start up and/or entrepreneurial corporate environment building and running high-throughput infrastructure
Excellent linux system administration, scripting and automation skills (Ruby, Python, Bash, Jenkins etc…)
Experienced in monitoring tools, frameworks and processes
Experienced in full automation and configuration management using tools such as Ansible, Puppet, Chef
Deep understanding of HTTP and web service technologies
Large scale operations environments
For more information or to make an application, click Apply or contact matthew.newton (at) belindaholmes (dot) co (dot) uk