I am Digital + Tech

Salary
£28000 - £32000 per annum
Location
North West
Type
Permanent
Reference
SAIT - 2346
Contact
Sam
Consultant

11 Apr 2018

Senior IT Support & Cloud Infrastructure Engineer

Responsibilities:

*Planning and implementation of internal and customer projects.

*Sole ownership from solution design through to smooth handover to the IT Support team

*Lead the team to deliver the IT solution to the agreed cost, time and quality measures
*Provide guidance and developmental feedback to team

*Ensure adequate risk and issue management in place to ensure the success of the project
*Take ownership of the post go-live support process to ensure teething issues are dealt with
*Proactively manage cost and benefit across the whole project

*Clear communication with the Support Team and all stakeholders throughout and following the process
*Take ownership for the successful delivery of all technical activities on the customer site
*Ensure post-project reviews take place to improve the overall delivery capability of the Support team
*Assist Technical Support Engineers with workload as necessary.

*Responsibility for Priority 1 tickets., and site visits relating to these.

*Responsibility for ensuring that San-iT’s systems are operating effectively and securely e.g. backups, AV, DR
*Introduction of new cloud services – testing internally, training staff and creating how-to guides.
*Advising / upselling to customers.

*Creation of documentation / method statements / how-to guides

*Work to agreed SLAs and KPIs.

Key Skills

*A role model in delivering exceptional customer service

*Anticipates future customer needs and trends

*Regularly seeks opportunities to go ‘above and beyond’

*Identifies opportunities to benefit customers and the wider organization

*Offers advice and guidance in responding to customer enquiries

*Talks and listens to customers to clarify their real needs and expectations

*Able to speak and relate to customers by using non-technical language

*Ensures that SLAs are met

*Encourages other team members to aim high and exceed the normal expectations of customers
*Makes a contribution to improvements in service delivery

*Excellent verbal and written communication skills – professional email / phone manner and ability to match the customer’s style / level of communication

*Ability to develop a wide network of productive relationships in and around the business
*Shares knowledge with others to strengthen the team as a whole

*Shares workload of the team – offering to help others and willingly accepting work passed on by others

*Support others in delivering exceptional levels of service where necessary, prioritizing this above all other work

*Shows respect for others’ views / contributions and knowledge

*Demonstrates sense of team spirit to others e.g. taking turns in rotas, participating in whole team activities, taking time to get to know individuals and build relationships

*Is proactive in recommending improvements that could be made to processes / services / products in the business

*Listens out for customer feedback, both positive and negative, to inform improvements
*Identifies areas for improvement in self and is proactive in addressing this e.g. asking for training, asking for support from colleagues, research, study

*Excellent verbal and written communication skills – professional email / phone manner and ability to match the customer’s style / level of communication

*Follow and adhere to working procedures accurately

*Ability to develop a wide network of productive relationships in and around the business
*Shares knowledge with others to strengthen the team as a whole

*Shares workload of the team – offering to help others and willingly accepting work passed on by others
*Support others in delivering exceptional levels of service where necessary, prioritizing this above all other work
*Shows respect for others’ views / contributions and knowledge

*Demonstrates sense of team spirit to others e.g. taking turns in rotas, participating in whole team activities, taking time to get to know individuals and build relationships
*Is proactive in recommending improvements that could be made to processes / services / products in the business

*Strong project leadership skills to ensure that all IT Services work together to successfully deliver the IT Solution

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Any questions?

Contact Sam on
01613593789
or email us

sam_smith_tech_consultant

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