Start date:  ASAP

Managed Service Application Support Engineer

The Role

Reporting to the Project Team and Service Desk Managers, you will establish and maintain strong relationships with our clients.

Supporting IT Managed Service Client’s needs and expectations as defined in conjunction with our managed service provision strategy. Delivering customer excellence alongside the overall Company’s vision in relation to IT Managed Service Solutions.

Relevant Knowledge and Experience

Responsible for ensuring all systems and ticket requests, including incidents are received and dealt with in a timely professional manner that align to our business KPIs.

As a key interface role between our Managed Services Support team and Project Management team, responsible for delivering support for software and business applications along with additional support ticket requests.

Experience in project management, client engagement along with managing a project pipeline at all stages. Proven ability to meet KPIs. Experience in demonstrating solutions to potential and existing clients. Proven ability to evaluate and understand a potential client’s needs to provide a suitable solution.

Responsibilities

Description

Key Elements of the role are as follow:

  • Configuration and administration of SaaS-based systems, including Microsoft 365 and Azure
  • Client End User Training
  • Data Migration/import, training end users; live operation support, post live reviews – including ongoing technical support.
  • Upgrading clients to new version of software with associated consultancy and training
  • Identifying opportunities for added value across the customer platform.
  • Act as the escalation point from the 1st line support team. Respond to customer inquiries via phone, email, in a timely and professional manner.
  • Drawing on technical experience to identify and support solution implementation, documenting knowledge to share across support team.

Personal Specification

The person

  • Experience with email administration, security, and backups.
  • Experience of working with cloud platforms such as Azure.
  • Diagnose and troubleshoot hardware and software issues, providing technical guidance and support to customers.
  • Escalate complex issues to senior technicians or other appropriate departments when necessary.
  • Document and track all customer interactions and resolutions in the support ticketing system.
  • Collaborate with cross-functional teams to resolve customer problems and ensure customer satisfaction.
  • Keep up to date with the latest product updates, technologies, and industry trends to provide accurate and relevant support.
  • Confident outgoing nature instilling confidence with clients
  • Ability to communicate issues to technical and non-technical people.
  • Enthusiastic and motivated to self-educate.
  • Strong problem solving and analytical skills.
  • Responsible, thorough, and good attention to detail and deadlines.
  • Must live and work in the UK.
  • Clean Driving License.

Essential Requirements

  • At least 3 years of experience working in a fast-paced IT Customer Support environment.
  • Experience in the administration and supporting of Windows operating systems.
  • Experience in the administration in a variety of SaaS solutions such as Microsoft 365 and Azure.
  • Understanding of CRM or ERP based programmes and knowledge of supporting business processes.
  • The candidate should have strong skills across Microsoft and Sage
    • Office 365/Azure
    • SharePoint
    • Document and Record Management
    • PowerAutomate
    • Power BI
    • Power Apps
  • Azure, Windows Server, Microsoft Exchange, Remote Desktop Services, Microsoft O365 Including hybrid configurations), Cloud Hosted Server and Desktop, Storage Area Networking, advanced firewall and AV
  • Customer Solution Support

Capabilities

  • Able to demonstrate good technical troubleshooting skills with hardware, software, and network equipment.
  • Strong communication skills, able to clearly explain technical issues to non-technical colleagues and listen carefully to end-users’ technical concerns.
  • Working knowledge of accessibility and security compliance issues.

Desirable requirements

  • Microsoft Certified
  • Windows server administration.
  • Scripting and automation experience PowerShell to help automate IT tasks.
  • Experience with Dynamics
  • Experience with Sage
  • Experienced in balancing technical decisions with user needs and commercial constraints.

Other Information

  • Full-Time Permanent Post
    • Hours of work: 9:00am to 5:15pm Monday to Friday, with 1 hours paid lunch.
    • Competitive Salary
    • G1 Base Salary starts at £27,500.
    • G2 Base Salary starts at £30,250.
    • Holidays start at 20 days (to a maximum of 25 days after 7 years employment) plus statutory/bank holidays.
    • Hybrid Work Available
    • Performance and Attendance Bonus Schemes
    • Paid business mileage
    • Company Pension
    • Additional perks and benefits

Apply now, send your CV to us at contactus@kbsgroup.co.uk quoting reference: APPSUPPJun23