• Infrastructure Support Team

    Summary

    Ideally a 3rd line will be responsible for providing excellent customer service and specialist 3rd line support to our clients. You will work as a key part of the helpdesk team, to resolve IT incidents ensuring department KPIs and Service Level Agreements (SLAs) are met.

    Key objectives

    • Excellent analysis and troubleshooting skills across a wide range of technical services
    • Excellent customer service and communication skills
    • Wide-array of core technologies (Windows Server, Linux, Mac OSX, Exchange, Citrix, VMware (ESXi), Hyper-V, RDS, Mimecast)
    • Backup Systems (BackupExec, Veeam, Windows Server Backup, Asigra)
    • Unified Communications and Collaboration (Lync, Office 365 and Exchange, Office365
    • Cloud technologies, desire to learn Azure
    • Network and Security support (TCP/Routing/Firewalls/Switching/VPN/Web filtering/Antivirus)
    • SANs; NetApp, HP, Dell,
    • Desktop Systems: Windows 7 / 8 / 10 with Office 2007 onwards
    • Domain Services, Group policy, Active Directory, NTFS, ResFS, DNS, DHCP, RRAS, RADIUS
    • Work as part of a supportive / friendly team
    • Work with a number of world-renowned companies
    • Play a part in TIG’s strategic vision, redefining IT services
    • Experience or understanding of the ITIL framework

    Principal responsibilities and accountabilities

    • Deliver best practice call management: investigate, diagnose, detail and resolve complex incidents within an agreed fix time period
    • Closure of incidents. Once the client is satisfied, ensure relevant details are logged within the call
    • Identify repeat incidents as problems and assist in their resolution
    • Comply with TIG and Client specific processes
    • Provide 3rd line support for incidents, problems & requests
    • Identify and document change requests
    • Provide proactive support and maintenance for company infrastructure and business continuity
    • Produce and update documentation for company systems
    • Provide training, support and advice for colleagues
    • Undertake communications with internal leadership teams

    To apply for this role, please email your covering letter and CV to info@tig.co.uk

    Full job description available upon receipt of CV.

  • New Business Development Manager (Watford or London)

    The role

    TIG are seeking self-starting New Business Development Managers based in our Watford or London City office. TIG is a rapidly expanding Managed service and Microsoft Cloud provider with an extensive portfolio of services and mid-market corporate clients.

    TIG is dynamic organisation focused on delivering solutions that enhance business outcomes, we have developed Intellectual Property that elevates our solutions above our competitors. TIG have created a reputation in the market for being an innovator delivering world class service to our clients.

    Our can do culture drives the positive attitude of the TIG team, our sales people are highly respected with the entire organisation client focused ensuring the sales team are highly successful.

    TIG’s client portfolio includes some well know names in the financial services sector as well as media and entertainment.

    Due to continued expansion and significant investment, we are looking for Business Development Managers who are innovative, energetic and results driven to join our new business sales team. Their talent will be recognised, developed and rewarded, with an ongoing and tailored training and coaching programmes that will allow them to realise their personal, professional and earnings potential.

    Main duties will include:

    • Develop the sale pipeline and ensure that there are sufficient opportunities being generated to sustain a healthy pipeline year on year.
    • Drive the qualification process and challenge the sales Director on the suitability of the opportunity.
    • Support the sales Director to build and maintain profiles and account plans for key prospects.
    • Work with sales Director and marketing Manager on targeted communication programs, data analysis driven proposals, creating contact opportunities, both tactically at prospect level and at a broader campaign management level.
    • Be accountable for quality of execution of key sales events, including, client pitches.
    • Work with the sales Director to structure the activity and drive the preparation, briefing documents, dry runs, logistical requirements and supporting sales documentation.
    • Preparation of quality sales materials (including RFPs) delivered throughout the sales lifecycle. Ensuring continuity of approach and working with the sales manager to evolve key themes and messaging whilst constantly seeking creative and innovative ways to deliver the message.

    Skills and Experience Required:

    • You will have at least 3-5 years in sales and have a successful track record. We will consider your application if you are from outside of the tech business as long as you have a demonstrable skill set in relationship management and networking skills.
    • Experience of working in a sales environment, preferably for an IT Services, Financial Services, Cloud Services or Software company
    • Educated to degree level
    • Excellent interpersonal and diplomatic skills
    • Excellent oral and written communication skills
    • Able to produce high quality presentation material, and critique presentation technique and style
    • High attention to detail and a strong commitment to detail and quality
    • Able to work on multiple assignments and complete high-quality work against strict and competing deadlines as dictated by internal teams, prospects, consultants and clients
      Self-motivated and disciplined

    To apply for this role, please email your covering letter and CV to info@tig.co.uk

    Full job description available upon receipt of CV.

  • Onsite Engineer (ROQ)

    Job Description 

    Job Role:  Onsite Engineer (ROQ)
    Reporting To:  Technical Onsite Team Leader
    Job Type: Permanent
    Start:  ASAP

    About TIG  provide award-winning cloud services, unified communications and infrastructure solutions. Our breadth of consulting and managed services are what set us apart, helping shape your IT strategy and create the strongest technology platform for business.

    For more than 12 years, customers have relied on TIG to help them make the smartest technology investments and to provide ongoing support for their core business infrastructure. In this time, we have maintained a 95% customer retention rate.

    TIG’s management team are well known and respected within the IT industry. With a long track-record of running successful IT services businesses, they have built up strong relationships and valuable good-will with the leading vendors. This depth of skills, experience and leadership ensure that TIG is a strong, stable business offering the very best levels of service and support.

    Job Purpose

    The Onsite Engineer will play a vital role within the Managed Service & Professional Services department by maintaining a professional approach at all times along with being the main onsite presence and contact for all of TIG’s clients.

    Main Responsibilities:  

    • Escalate more complex or critical issues to appropriate senior staff. 
    • A good knowledge of Microsoft Server Operating systems. 
    • Extensive knowledge on Hardware – Windows Desktop and Laptop PC’s, Printers, Mobile devices (e.g. iPhones, WIN phones and some WIN tablets) 
    • Communications – LAN support, cabling structures, Firewalls, Remote access mobility hardware solutions (e.g. iPhone, 3G cards etc.). 
    • Good experience of Avaya telephone systems would be desirable. 
    • Operating Systems – Windows XP, Windows 7, Windows 8 and Windows 10, Windows Server 2008 – 2012.  
    • Backup Software – Knowledge of backup software and devices. 
    • Active Directory – Good understanding of AD, user account, groups and permissions. 
    • Exchange Email Servers. 
    • Office 365.  
    • Experience of virtualization technologies.
    • Knowledge of IT security, networking protocols, firewall and VPN configuration, remote access, content filtering, Spam filtering, malware and virus protection. 
    • The role will involve a combination of onsite support, onsite preventative maintenance days, customer installations/upgrades, in-house remote support. 
    • Good understanding of Epos Systems and troubleshooting.

    Key Performance Indicators: 

    • Achieving satisfactory levels in Customer questionnaires 
    • To deal with the day to Day Request/Queries to a high level of service. 
    • To provide an exceptional level of service to all TIG clients.  
    • To ensure that all Requests/Queries are dealt with within contracted SLA timeframes. 
    • To ensure all installation work is carried out to a high level of service 
    • Design and creation of WI for the use of your peers 
    • Encourages commitment in others to the achievement of common goals 
    • Gather technical knowledge to consistently increase your own skill set 
    • To deal with the day to day bench work with a high degree of accuracy and efficiency

    Person Spec:

    • Skills and Experience Essential  
    • Educated to GCSE level in Maths and English or equivalent. 
    • 3 + years of working within I.T. Environment 
    • Minimum of 2nd line skills 
    • Excellent communication skills  
    • Proven Customer Service Skills   
    • Positive, enthusiastic and supportive individual 
    • Ability to take ownership of and progress requests/queries to resolution 
    • Ability to work under pressure 
    • Ability to work in a team and to support team members

    Knowledge in the following technologies (not limited to): 

    • Win Server 2008, 2012 
    • Active Directory 
    • Exchange 2007, 2010, 2013 
    • Networking (Switches, Routers, Comms, DSL)  
    • Desktop and Server Hardware maintenance 
    • Desktop OS – Windows XP, Windows 7, Windows 8, Windows 10  
    • Analytical Fault Finding 
    • Printers (Install & Configure) 
    • BlackBerry’s

    Skills and Experience Desirable

    • Industry recognised qualification in relevant area 
    • ITIL