Job Title: Outsource Engineer

Department: Outsource

Responsible to: Outsource Manager

Location: Outsource Site

 Overview: The role of Outsource Engineer is responsible for ensuring all IT support is delivered efficiently and effectively in line with Taylor Made standards. Working with the Taylor Made team to ensure that any service related issues are resolved in line with specific SLA’s and to the customers’ satisfaction.

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Who We Are: Peach Technologies and Taylor Made Computer Solutions is one of the UK’s leading IT and communications services providers. Together the enhanced group combines market-leading connectivity, mobile, telephony services, and IT services.

Duties & Responsibilities: 

  • Responsible for provision of first and second line technical support to the customer.
  • Support the Outsource Supervisor, Account and Service Managers and Project Engineers with infrastructure upgrades, maintenance and renewals.
  • Undertake equipment builds and installations as and when required.
  • Use of TMCS software to manage, monitor and respond proactively to customer incidents.
  • Ensuring customers are kept informed regarding on-going tickets and effective communication is delivered to the business.
  • Achieving agreed and contracted SLA’s.
  • Working with 3rd parties to provide incident support through to resolution with customer specific applications.
  • Identify areas of improvement and make recommendations to appropriate parties.
  • In line with ISO standards, ensure that all processes, procedures and documentation are maintained and updated where appropriate in line with company procedures.
  • Ensure all activities are aligned with ITIL procedures.
  • Any other ad hoc duties as and when required.

 Key Technical Skills

 Strong Working knowledge of the following:

  • RMM systems and Professional Services Automation
  • VMware, Citrix and Cisco support
  • Windows Server 2008, 2012
  • Microsoft Exchange 2007, 2010
  • N-able, Asigra, Autotask

Key Technical Skills

 Strong Working knowledge of the following:

  • RMM systems and Professional Services Automation
  • VMware, Citrix and Cisco support
  • Windows Server 2008, 2012
  • Microsoft Exchange 2007, 2010
  • N-able, Asigra, Autotask

Qualifications

 Essential 

  • Maths and English GCSE or equivalent at grade C and above
  • ITIL Foundation certified
  • Microsoft Certified Solutions Associate (MCSA)

Desirable 

  • Citrix Certified Administrator
  • Microsoft Certified Solutions Expert (MCSE)
  • CCNA
  • VMware certified professional

Relevant Experience 

  • Experience of working within a team in a MSP/Outsource environment.
  • Experience of deploying new hardware and applications, and optimising their use.
  • Demonstrable experience of dealing with a large customer base.
  • Demonstrable and sound technical skills in all relevant areas
  • Demonstrable experience of keeping up-to-date with IT trends.
  • Experience of working within an ITIL and change management framework.
  • Knowledge of Quality Standards relevant to the industry

 Essential Skills 

  • Excellent interpersonal and communication skills
  • Excellent customer service delivery
  • Good organisational and problem solving skills
  • Team player
  • Focused and goal orientated
  • Self motivated and proactive
  • Flexible approach and ability to multi task

 

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First Time Fix

The SupportDesk on average resolve 94% of all tickets within 4 hours without the need to escalate them to our 2nd line engineers.