3rd Line Support – Technical Account Manager

Position: 3rd Line Support Engineer

Reporting to: Head of Service Delivery

Company: JoskosGroup

Location: HQ: Highgate London

Salary: £36,000-£48,000 per annum (based on experience)

Joskos Solutions is an industry-leading, London-based IT Company, awarded the highly-coveted 2012 BETT Award in the ‘ICT Service and Support Provider’ category. This prestigious accolade places Joskos at the top of the list for best service providers to UK schools. In addition, Joskos Solutions is one of a select number of companies which is an Approved Supplier under the Department for Education’s ICT Services Framework.

Objective

To provide 3rd line technical support to clients within the Education sector, as well as project surveys for new bids and tenders.

The ideal candidate will be an experienced 3rd line Support Engineer with excellent understanding of Infrastructure. You will be able to implement and support Windows platforms, virtualisation, network and storage infrastructures. Excellent command of Firewalls, Switches and routers configuration and support. Deal with escalated 2nd line support issues across our portfolio of supported schools. Understanding the business needs and address possible IT issues before they become a problem.

Key Job Responsibilities

• Liaise with key customers on long term ICT strategy
• Document customer expectations for short/long term ICT strategy for existing and future school projects
• Manage and develop 2nd Line support engineers and review workload with site reports in accordance to ICT strategy
  • Document and spec ICT solutions for future bids
  • Liaise with suppliers for Quotes and Technical specifications
  • Assist Sales team with proposals and provide technical guidance
  • Manage and review internal network
  • Assist Service Desk in internal Incident management
    • Resolve Problems and complex Change Requests
    • Provide guidance on best practice
    • Provide support and guidance to on-site engineers
      • 3rd line escalation for technical issues
      • Direct reporting for selected engineers

Key Skills

• Proven ability to configure, troubleshoot and maintain a variety of Windows Server OSs: 2003 through 2012 essential
• Active Directory – set up and troubleshooting all aspects of AD and its associated services (Group Policy, DNS, DFS, DHCP) across different infrastructures
• Virtualisation – Good understanding of the virtualization concepts with good working knowledge of VMware and Hyper-V, including highly-available clusters
• Storage – proven ability to create highly-resilient SANs using iSCSI. Dell EqualLogic experience beneficial
• Networking – Good understanding of the networking stack,TCP/IP and subnetting. Ability to deal with a wide range of networking hardware from different vendors. Comfortable with configuring VLANs, ACLs, STP and SNMP.
• Comfortable with a range of backup products, including VM-level solutions. BackupExec, Veeam, AppAssure are most common
• Exchange – full support for Exchange 2003, 2007 and 2010, including upgrades/migration
• Strong knowledge of Windows OS, XP through to 8
• Good PC problem solving skills
• Experience in compiling technical spec documentation including use of Visio diagrams
• Experience in Dell server, networking and storage hardware
• Qualifications such as MCSE, MCSA or MCITP would be highly beneficial towards your application
• Previous knowledge or experience within the education sector or school sector would be beneficial
• Knowledge of deployment solutions such as WDS essential. Experience with MDT and/or SCCM highly advantageous
• Understanding of managed wireless solutions (Ruckus advantageous), including 802.1X security and guest/BYOD networks
• Knowledge of mobile devices (iOS, Android) and their integration with Windows networks
• Experience with OSX including integration with Windows domains and the ‘magic triangle’ would be beneficial
• Any experience dealing with Office 365 beneficial
• Experience with Web filtering products – Smoothwall, Sonicwall, Websense all beneficial
• Experience with Sophos Enterprise Console
• Ability to keep abreast of developments in the market relevant to our business

Personal Requirements

• Professional, customer service minded

• Solutions oriented with good problem solving skills

• Attention to detail

• Proactive and take initiative

• Team player

• Self-motivated

• Hands on approach

• Flexible approach

NB: The applicant should have a full, clean driving licence and will be required to complete a CRB check application

Other information & Company Overview

The Joskos Group has strong and promising growth plans for 2013/2014 and has already started the year celebrating a number of high profile successes, including being awarded a number of tenders and more recently the position as sole supplier on a framework to supply ICT services and support to the a group of Free Schools which will be opening around the UK over the next 4 years.