The focus of this role is to provide IT support, systems management, and project delivery to our clients, ensuring:

• The needs of our clients are met.
• Their IT systems are running securely, efficiently and are accessible.
• Their staff are able to work productively.
• That policies are in place and adhered to.

More specifically this includes:

• The provision of 2^nd & 3^rd line technical support to our Clients and their computer users by liaising either directly with users or their IT Representatives, efficiently resolving open call logs.
• Managing the overall effectiveness and reliability of the clients' IT infrastructure ensuring it functions efficiently and securely.
• To play a key part in technical projects, at all stages of planning and delivery
• Providing scheduled, ad hoc, or emergency on-site visits.
• Helping to ensure the smooth operation of our IT helpdesk.
• Recording and investigating requests and queries thoroughly and efficiently.
• Having a methodical approach to problem solving.
• Ensuring that computer users or their IT Representatives are regularly kept informed.

In addition, you may be required to carry out additional or alternative tasks as may from time to time reasonably be required of you.

Information Technology

• Several years' experience working in a technical IT role.
• A good understanding of current desktop systems, MS server operating systems, Office 365, Azure, software applications, and technology in general.
• Experience of supporting computer users as part of a support team, preferably gained in a multi-site environment or working for an IT reseller.
• Awareness of the main types of risks affecting the successful and timely outcome of software and hardware installations.

Customer Service

• Focus on providing excellent customer service by having the ability to constantly and consistently exceed the Client’s expectations.
• Develop a helpful and customer facing interface between IT and the clients’ business functions to determine appropriate IT solutions to business requirements.
• Communicate effectively with clients to ensure clear understanding of IT application problems and resolutions using terminology users can understand.
• Communicate with colleagues to ensure dissemination of common information between all members of the team.
• Attend team and individual meetings with Technical Manager.

Job Knowledge

• Ensure procedures are maintained and adhered to - including change control management of all hardware, software and protocol changes.
• Keep own technical skills up-to-date with the latest technologies, by way of journals, literature, Internet resources, training, etc.

Integrity and Decision Making Skills

• Conduct oneself professionally and responsibly, through the decisions that you make, the rationale behind the decision and the resulting actions taken.
• Use knowledge and expertise to take initiative in determining priority of calls and correct escalation procedures.
• Assist with the evaluation of hardware and software for use within the organisation.

 Teamwork: Co-operation & Helpfulness

• Work well with all colleagues to achieve a common goal.
• Be able to handle work relationships by going out of your way to co-operate and help others ease conflicts with task priorities or misunderstandings.

Quality and Productivity

• Strive to provide a consistent and effective support service ensuring that expectations of the client is met or exceeded.
• Be results oriented, with an emphasis on achieving goals and objectives.
• Ability to reach targets which are required to maintain organisational standards.
• Ability to work accurately and thoroughly.

Development Skills

• Be prepared to adapt to changing circumstances and unexpected situations as and when support needs the business to change.
• Assist with the monitoring of service levels to identify improvements in working practices to the service provided.

Responsibility & Time Management

• Take personal responsibility for your part in delivering Tek Response objectives, challenges and opportunities.
• Ability to effectively use available work time.
• Be energetic and enthusiastic in planning work in advance so as to avoid delays.
• Ability to develop logical courses of action and follow through to monitor accomplishment of tasks.

Flexibility, Reliability and Dependability

• Be prepared to work some Sundays, bank holidays and evenings: remuneration may be provided.
• Provide cover during holiday and sickness and in emergency situations.
• Must be a reliable and dependable individual including punctuality and attendance.
• Responsibilities, key competencies and values will form the structure of the review and appraisal process, with a view to managing and improving performance, the training, development and salary review.

Other requirements

Full UK driving license.

The ideal Technical Analyst should have the following qualities:

Patience: someone who actively listens, diagnoses a problem through to the end, and patiently explains a solution.

Analytical: able to investigate complex issues, make decisions and develop solutions.

Problem-solver: able to find out the cause of a problem and come up with appropriate solutions.  This may involve identifying problems, brainstorming solutions, reviewing research and data, and collaborating with others or choosing the most effective option on your own.

Thoroughness: ensuring calls are recorded, timely resolutions found, and clients are satisfied with the result.

Enthusiasm: able to remain motivated particularly during challenging situations.

Responsibility: takes ownership of a problem through to successful resolution.

Technical Knowledge: has the technical knowledge required to do job, and to take a lead role in providing technical support to clients and the team.

Empathy: Understands how the client feels, and able to give appropriate priority to the logged call.

Communication: able to communicate with clients over the telephone and face-to-face, able to explain technical issues in plain English, and ask the right questions to help diagnose and resolve the problem.

Work under pressure: Stay positive and be able to handle pressure.

"We're dedicated to building a people-orientated culture where our team can learn, develop, and grow - to be the best version of themselves.  We are looking for A-Players with drive and integrity, that treat every day as a school day, and strive for customer service excellence in an environment where the Client is King."

Your Professional Experience

You are currently employed as a Senior Technical Analyst or similar role at a Managed Service Provider or IT reseller, having worked there for at least a year.  Your combined current and past employment in similar roles totals 5+ years.

You will possess excellent verbal and written communication skills, being someone who actively listens, diagnoses a problem through to the end, and patiently explains a solution. 

You are able to investigate complex issues, make decisions and develop solutions, even under pressure.  You organise yourself well - being thorough in ensuring calls are recorded in the helpdesk database, timely resolutions are found, and clients are satisfied with the result. 

You remain enthusiastic and motivated particularly during challenging situations, and take responsibility for the tasks assigned to you. 

You possess and maintain a comprehensive knowledge of products and services, able to work together as a team, are flexible and adaptable to the needs of the business, and help build customer loyalty through adopting our 'The client is king' culture.

Your Personal Preferences

You will appreciate being able to work from your home.  You are self-motivated, able to work on multiple tasks, focused on the job in hand, and understand the need to work to deadlines agreed with clients.

You are committed to on-going training and your personal development.

Your values are likely to include: integrity, honesty, accountability, self-improvement, high quality work, and customer service excellence.

You will want to work in an environment where 'The client is king', where the team strives to deliver customer service excellence; and has a people-oriented culture, where everyone in the business can relate to each other and feel they are treated fairly; where leaders listen and active conversations take place - where everyone feels they are valued and see that they are a vital 'cog' in the wheel that drives the business forward.

Motivation

You appreciate being able to work from home.

We have quarterly social events enabling you to meet the full team, and we will provide you the equipment and training to enable you to maximise your productivity in your home office. 

Mentoring and training

Learning, developing, growing – there’s a reason these three words go together.  You can't have one without the other, they depend on each other.

You will relish the opportunity being mentored and held accountable by your manager, who wants to help you to become the best version of yourself.

Your IT skills

You will have advanced knowledge and experience of:

Office 365, Azure, Windows Server, Active Directory, Exchange, Outlook, SQL Server, SharePoint, OneDrive, Teams, PowerShell, PC fundamentals, Windows desktop OS, firewalls, data security, web security, email security, cyber essentials, corporate anti-virus, and mobile device management.

You will have intermediate+ knowledge and experience of:

Word, Excel, PowerPoint, and Publisher.

Knowledge and experience of the following is desirable:

Forms, OneNote, Project, and Citrix XA XD VDI.

Our culture and ethos

Our growth strategy is based around 'Making our Client King' - that delivering better customer service than our competitors makes us successful.

Communication makes all the difference: regular communication keeps stress levels down - people need to know what is happening and their expectations need to be managed.

We celebrate individual and team successes.

We are developing a team of 'A Players', ensuring we attract the very best talent.

It is better to make a wrong decision and learn from it, than make no decision at all.

We strive to work smarter, not harder.  This requires continuous learning and development.

We are results driven, not focused on hours worked.

We are building a culture of flexibility, learning, and belonging.

Our purpose

Our purpose is to align technology to our clients' business needs, helping and supporting our clients achieve their own purpose.

We do this using our ‘business first, technology second approach’, and delivering first-class client-focused technical support and project delivery.

Progression and stability

We are a successful business with over 23 years history.

Our relationships with clients are built at the highest levels.  We have extremely low client churn.  We have clients that have been with us since the beginning.

As a small company looking to continue our growth, there are promotion opportunities, all the way to the top.

Given that Dave as founder of Tek-nology Solutions came from a technical background, it will be no surprise to you that our business has a first class reputation for technical ability and that we have an excellent reputation with regards to our customer service.  Dave now wants to take the business to the next level, and is driving a new growth programme throughout the business.

At the heart of Dave's vision is the mantra 'The Client is King'.  While we have an excellent customer service reputation, we know we can do better.  We are using tools such as the Net Promoter Score to help us achieve this vision - we are continuously seeking constructive feedback to help us identify where we can do better - helping us direct our efforts to the right areas.  We are creating additional roles and undertaking a recruitment programme throughout 2022.

We have a loyal team including some staff that have been with us for over a decade.  Again, while we get a lot right, we know we can do better.  We are building a people-orientated culture, one of flexibility, learning, and belonging.  We are results driven, not focused on hours worked.  We celebrate individual and team successes.

Our purpose

• To align technology to our clients' business needs, helping and supporting our clients achieve their own purpose.
• We do this using our ‘Your Goals, Our Solutions’ approach and deliver exceptional support and project delivery.