IT Engineer (MSP)

We are an Engineer Led MSP, and as such we all handle support requests that come into the Helpdesk, as well as having time to carry out internal and client projects.

We are also all in charge of ensuring our processes not only make the clients exceptionally happy, but us too, ensuring that we all get a healthy work life balance.

When help is needed you can turn to the management team for guidance and support, and ongoing training is encouraged., Customer service

• Work on and resolve Helpdesk Tickets


• Delight our Clients with a Friendly, Quick and Helpful Experience


• Provide the Client with advanced remote and sometimes onsite troubleshooting


• Remote and Onsite Hardware Maintenance and Support


Use of our Ticketing & Documentation System

• Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests


• Managing and recording all work though our Ticketing System


• Make sure that Client Documentation is well maintained


• Split tickets that have several issues into their own individual ticket


• Make sure that tickets don't go "stale" throughout the process


• Experience of HaloPSA an advantage


Use of our Monitoring and Management Tool

• Review RMM dashboard and apply remediation actions as indicated by our Processes


• Review regularly scheduled/automated actions as indicated by our Processes


Project Work

• From time to time projects we deliver projects either on site or remotely. When opportunities arise you will be required to help with project delivery


• Internal Projects are always ongoing and you will have the opportunity to lead these projects to gain experience and enhance our offerings to clients.


Communication, Reporting & Risk

• Escalate tickets that require support


• Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue


• Submit Timesheets & Expense reports as indicated on their SOPs


• Identify, Communicate and Mitigate potential risks to the Team and Clients


Team Work

• Follow and develop Standard Operating Procedures (SOPs) for daily / weekly recurring tasks


• Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues


• Identify opportunities for improvement and make constructive suggestions for change


• Contribute to the process of innovative change effectively


• Undertake other duties as required by the Management Team
  
  A love (and ability) to Solve Problems & Challenges


• An understanding of security and why it's paramount. Working knowledge of security standards such as Cyber Essentials a bonus


• Great Communications skills, founded in being a good listener


• Advanced understanding of support tools, techniques and how technology is used to provide services


• Advanced understanding of operating systems, business applications, printing systems and network systems


• Windows Server


• SQL Server


• Sage


• Aruba/Cisco


• Advanced diagnosis skills of technical issues related of end-user hardware & software and network devices


• Advanced experience and knowledge of working with the Microsoft 365 Platform


• Must be able to type quickly and accurately while talking on the phone


• A deep desire to deliver an amazing Client Experience


• The ability to speak both Techy and human


• Great Communications skills, founded in being a good listener


• Full UK Drivers license and own car


• The ability to keep up with & adapt to the fast-paced IT world


• North East Based as client site visits may be required


Nice To Have

• Experience using a Ticketing system / RMM Tool and PSA software


• Experience providing support via remote tools


• Experience handling Technical Service Tickets


• Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.


• Client Experience Certifications such as Helpdesk Habits etc.


• Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business., Help desk: 2 years (preferred)


• Microsoft Windows Server: 3 years (preferred)


• Microsoft 365: 3 years (required)
  
  Red Maple


Newcastle upon Tyne, England

We're an MSP with a strong focus on client experience and staff wellbeing.

We're based on a farm between Newcastle and Hexham - don't worry through, you won't have to contend with farm animals for parking spaces! We have full fibre, fresh air and easy access to surrounding villages, pubs and sandwich shops in Corbridge, as well as Hadrian's Wall if you fancy a lunchtime walk.

Depending on where you are, and if you need to come to the office, you will probably go the opposite way to rush hour traffic - making the commute that little bit easier when you're not working from home or client sites.

We work with small companies to national brands, and pride ourselves on being helpful and getting the job done, with security being paramount for all. We're engineer led, and aim to ensure that any client issues are resolved on first contact.

If you like having a work/life balance, love learning new technologies and most importantly believe in giving our clients a great experience then we'd love to hear from you.

The number one goal of everyone in our team is to make our Clients secure and exceptionally happy. You will play an important role in making sure that happens.

Job Types: Full-time, Permanent

Pay: £30,000.00-£38,000.00 per year

Benefits:

• Company pension


• Free parking


• On-site parking


• Work from home


Schedule:

• Monday to Friday


• Weekend availability