Job Opportunity – Technical Manager

Business IT & New Recruits

Job Opportunity – Technical Manager

Job Spec – Technical Manager

We are excited to offer the position of Technical Manager at our fast growing IT Support and Consultancy business based in Borehamwood, Hertfordshire.

Amazing Support is an IT Support and Managed Services provider servicing small and medium sized businesses in the Central and Greater London area. Our clients range from small professional firms to fast growing and fast moving industry leaders.

We support over 100 contract clients ranging in size from ten users to 200 users. We support a diverse mix of infrastructure (Wintel) covering all Windows Server products and roles as well as VMware and Layer 2/3 Networks. All clients are supported within strict SLA’s. Clients also utilise the experience and expertise of our staff for proactive recommendations and advice around their architecture, DR and Business continuity so a broad knowledge and the ability to look at client’s requests and requirements from a high level is critical.

This is an exciting but challenging position that combines a number of disciplines, namely, “God” level support, Project architecture and planning as well as proactive management and responsibility of client sites. As a business we punch above our weight which can be incredibly rewarding yet also very challenging.

The owners of the business are looking to employ a senior level technician who is able to get their hands dirty when required by dealing with escalation issues or for specific request but also who can help plan, manage and implement both small and large projects.

At this senior level the role requires the candidate to be happy to take responsibility ownership for client’s sites and tasks and they must have a calculated ‘measure thrice, check twice, cut once’ attitude. They do NOT want a candidate to jumps in feet first to fix issues/implement changes which in turn cause more problems.

The role will be 85% at the office in Borehamwood and 15% at client sites. The working hours are 9am – 6pm Monday to Friday although there will be an expectation to work outside of these hours should when necessary

Salary is negotiable based on experience.

Key roles and responsibilities

  • Senior technician (50%) – The ‘go to guy’
    • Escalation point for helpdesk 3rd line issues (Server, virtualisation, Exchange, Terminal Server backup and replication as well as advanced network and general issues)
    • Dealing with highest level technical issues in a timely, calm and structured manner
    • Managing and delivering projects – Project and Resource Management, delivering multiple highly technical projects simultaneously in an organised, methodical, measured, communicate approach and risk adverse manner
    • Mentoring and training of other staff and genuine knowledge sharing
    • Recording and reporting all incidents into the ticketing system
    • Dealing with escalation issues in a timely manner and in accordance with the SLA
    • A Safe pair of hands
  • Technical System architect/technical pre-sales (30%) – Aiding the owners to design, architect, plan and present high-end technical solutions to small and large clients
    • This will range from cloud solutions, through local small business server solutions to fully virtualised environments (VMware)
    • Technical architect of solutions both small and large based on the requirements taken from Sales Director
    • Working direct with clients to make recommendations based on their specific requirements and company policy
    • Ability to take ‘human’ and real world requirements and turn these into technical specifications
    • Managing and delivering projects – Project and Resource Management, delivering multiple highly technical projects simultaneously in an organised, methodical, measured, communicate approach and risk adverse manner
  • Responsible for “tending to the crops” and ensuring best practice pro-active management (20%)
    • We look after over 100 support contracts, the majority of which have one or more servers, ranging from Small Business Server 2003 through to Terminal Server, Exchange etc.
    • Ensuring that all client server and sites are maintained and set up correctly according to best practice
    • Looking and measuring site trends in performance from monitoring, reporting and service delivery manager in order to look for long term pro-active and managed resolutions as well as using these to identify cross-selling opportunities to the Account Manager

Experience

  • Experience in both small companies and mid-sized
  • Use to working on their own. Not a small cog in a very large organisation
  • Can do attitude but in a controlled manner
  • Calculated and planned approach to all work, test first.
  • Previous role may have been IT Manager at a company of 100-300 staff or system architect

Specific technologies – Provable experience

  • Microsoft/Wintel environments (versions 2003 – 2012) including deploying and troubleshooting systems, roles to include (but not limited to) Microsoft Small Business Server from 2003 – 2011 including new deployments, migrations and troubleshooting
    • Active directory
    • File and storage services
    • Group policies
    • Print services
    • Remote desktop services
  • Server hardware failures and disaster recovery
  • Networking, routing, switching, firewalls, WAN/LAN/WLAN/VLAN, load balancing and failover, best practice designs and proven delivery
  • Windows and Mac clients
  • IP Network Peripherals
  • Extensive experience of designing, installing and troubleshooting Windows and Exchange Servers and VMWare
  • Technical support and project work in both remote and onsite capacities.
  • Deploying hosted services including but not limited to:Setup, administering and troubleshooting of layer 2 and 3 managed switches, routers and wireless access points.
    • Hosted spam filtering.
    • Hosted exchange services including Office 365
    • Hosted cloud servers including VMware vCloud and Microsoft Azure
  • Virtualization with Hyper-V and VMware vSphere, configuration and troubleshooting
  • Backup and Replication experience with the following technologies
    • Veeam
    • Acronis
    • VMWare
    • Symantec

Personality

  • Calm in a crisis and in stressful situations
  • Diligent and deliberate
  • Check thrice, check twice, cut once
  • Reliable
  • Hard working
  • Very good at prioritising
  • Excellent time and workload management
  • Good at responsible delegation to team members
  • Confident with clients and staff, both remotely and on site
  • Hands on technical and operational experience
  • Best practice
  • Commercial mindset
  • Testing before production
  • Communicative up, down and across departments.
  • Wants to learn and understand something first before they will implement
  • Strong operational, project management and organisational skills

Minimum Qualifications

  • MCSA
  • MCSE
  • VCP
  • PRINCE2
  • 3-5+ years experience in a similar role

If this sounds like a good fit for you, get in touch with us by phoning 0203 728 2555 or email your CV and a Covering Letter to cv@amazingsupport.co.uk.