• Desktop Support Engineer 2nd Line

    Reporting To: Service Manager

    Job Type: Full Time

    About TIG: 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.

    Main Responsibilities:

    • Fully understand the service TIG has been engaged to deliver in line with contractual arrangements 
    • Develop and maintain rapport with end users by displaying a detailed understanding of their IT environment and business issues 
    • Provide a single point of contact for end users support using all contact mediums 
    • Establish and maintain high levels of incident ownership through incident lifecycle to a satisfactory conclusion
    • Establish a quality working relationship with end users 
    • Develop and maintain communication skills appropriate to the environment 
    • Analyse the nature of queries and customer problems and provide suitable solutions within satisfactory timescales
    • Understand and operate the escalations procedures 
    • Establish and maintain high levels of incident ownership through incident lifecycle to a satisfactory conclusion.
    • Comply with all company, department and customer policies and procedures to include attending team meetings and completion of administrative tasks. 
    • Show an outward commitment to actively develop personal knowledge 
    • Develop new documentation and procedures
    • Trending on internal & client alerts to reduce incidents and improve system stability

    Principal responsibilities and accountabilities:

      • Cover 1st/2nd line level on calls and tickets that come through, resolving tickets within SLA agreements.
      • Monitoring and respond to alerts on Science Logic and Managed Workplace 
      • Escalating high priority tickets to Infrastructure Support Specialist 
      • Provide cover or deputise for other analysts in their absence either within the same team or across teams 
      • Show an outward commitment to actively develop personal knowledge 
      • Develop new documentation and procedures

    Person Spec:

        • Key Performance Indicators 
        • Achieving satisfactory levels in Customer questionnaires 
        • To deal with the day to Day Incident volumes to a high level of service. 
        • To provide an exceptional level of service to all TIG clients. 
        • To ensure that all Incidents/Requests are dealt with within contracted SLA timeframes. 
        • To ensure Documentation is clear and concise 
        • Gather technical knowledge to consistently increase your own skill set.

    Skills and Experience:

        • Educated to GCSE level in Maths and English or equivalent. 
        • Degree in Computer Science or related. 
        • Good communication skills, written and spoken. 
        • Positive, enthusiastic and supportive individual 
        • Proven Customer service skills 
        • Ability to take ownership of and progress incidents to resolution 
        • Ability to work under pressure 
        • Ability to work in a team and to support team members 
        • Effective keyboard skills 
        • Communication and interpersonal skills including listening, building rapport, establishing empathy and demonstrating awareness of internal and external issues in a calm and polite manner. 
        • Analytical Fault Finding

    Technical skills required:

        • Experience troubleshooting desktop issues, i.e. printers, network issues, user profiles, troubleshooting Microsoft applications. 
        • 2008/2012 Windows server 
        • Active directory 
        • Routing & Switching 
        • Good understanding of Exchange 2007/2010/2013, Office 365 
        • Email Filtering and Spam Applications i.e. Mimecast 
        • Virtualisation (VMWare, Hyper V). 
        • Experience in IT networks 
        • Backups (cloud, tapes) 
        • Monitoring platforms Science Logic EM7 & Managed Workplace or any other similar.

    Desirable skills & qualifications:

        • Office 365 / Azure 
        • MCP/MCSA Accredited 
        • CCNA

    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.

  • Technical Support Specialist (3rd line support)

    Reports to: Service Manager

    Location: Watford

    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

    Person specification/ Technical skills and experience

    • We are a Microsoft Gold Partner and ideally would like you to have at least one MCP. If not, you will be required to complete one within your probation, you will be required to work in shift patterns, and be on-call once every four / five weeks. 
    • Previous experience in a Managed Service Provider environment, supporting multiple client infrastructures would be essential. Flexible and adaptable approach. Able to cope with tasks simultaneously 
    • A good understanding and some practical experience of ownership of logging, updating and closing incidents within a specified SLA. Ability to provide remote support using remote tools. 
    • An understanding of customer service skills and ability to manage communication between clients and 3rd Party vendors

    Benefits

    • Monthly Staff Lunch 
    • Daily Fresh Fruits 
    • Pension 
    • Medical/Health Insurance 
    • Birthday Day Off 
    • Staff Outings  
    • Overtime / Weekend Extra Pay 
    • On-Call Shift Pay 
    • Training 
    • And lots more…

    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.