IT Service Engineer / Manager

Salary: £36,000 – £42,000 per year

IT Service Engineer / Manager

About the company:

We are working with a company who is now developing an IT services arm including a IT Helpdesk, hardware provisioning including Mobile Device Management (MDM – Intune & Knox) and cyber security products such as Bitdefender & Ironscales.

This is the first IT service engineer to support, monitoring and proactive IT management of the growing customer base.

The Role:

We are looking for an excellent communicator who can manage clients and their expectations. You will need to juggle competing deadlines and priorities, managing your own workload to ensure milestones are hit and your team’s activities stay on track. You will be confident and self motivated with a customer orientated outlook and have the ability to remain calm in stressful situations.

Responsibilities:

• Ensure that daily operations within the IT Support and Engineering team run efficiently and meet agreed SLA’s
• Being proactive with customers – not only resolving issues, but predicting and suggesting service improvements to avoid issues in the future
• Managing / oversight of asset register
• Driving a ticketing service model, proactively following up with customers & delivering the highest levels of customer satisfaction 
• Working closely with founder & wider management team for delivery of the service model
• Constantly looking to educate & grow knowledge of oneself and wider team internally
• Effectively communicating with founders and support teams of growth businesses. Slick service delivery for highly demanding & always on the go founder driven businesses.
• Be the face of the business to the client, supporting with resolving tickets at first point of contact
• Be able to join client calls to suggest products & services to them
• Input into planning, coordinating and maintaining new IT services and processes

Key Skills & Experiences:

• Previous IT helpdesk experience (minimum 3 years)
• Experience working with Mobile Device management as well as Cyber Security software’s such as Bit defender, Iron Scales & VPN solutions
• Strong experience working with Office365 & Google Cloud
• Understanding of Information Security standards; ISO27001, Cyber Essentials &/or NIST.
• Typically qualified to degree level, or equivalent professional experience in Computer Science, Engineering, Cyber Security or related degree
• Relationship Management – have a proven track record of managing and nurturing ongoing relationships with clients
• Risk Management – ability to articulate IT risks and develop mitigation strategies

ACM Resourcing Services is acting as an Employment Agency in relation to this vacancy.