The role

The role of Technical Consultant is to be a senior technical resource within ITRM. For the consultancy team, it will include creating low level project designs, implementing projects and providing technical advisory for clients. The role also comes with the expectation that from time to time their knowledge and guidance will be needed by the service desk, to help resolve complex incidents and provide guidance during problem management.

The role will involve project-based work to improve and enhance the customers environment.

The Technical Consultant will have a solid background working within a busy IT team and experience in supporting a range of technical solutions.

The Technical Consultant must have strong experience of troubleshooting and problem solving. Depending on projects and tasks, the individual will be required to be available for queries during out of office hours. In addition, from time to time you will handle escalated calls from all areas of the business.

This is a demanding technical position, which calls for excellent customer service skills, the ability to articulate solutions clearly and confidently to end users and possess a detailed technical knowledge across a broad range of technologies.

The successful candidate will form part of Professional Services team, leading projects, providing feedback on current processes, driving continuous improvement within the team and ultimately helping management to deliver services as consistent and efficiently as possible.

General summary:

·        Recommending improvements and new solutions to a customer’s environment

·        Delivering senior technical support, demonstrating the ability to troubleshoot and resolve complex issues

·        To provide project implementation services to ITRM’s clients

·        To be a technical stakeholder supporting the Project Manager or Account Manager in customer meetings.

Duties and Responsibilities

·        Working with the Solution Architect, responsible for creating low-level designs for the implementation of a project

·        Responsibility for the transition of projects from the implementation phase to business-as-usual including defining and the delivery of comprehensive technical documentation

·        Administer and maintain customer infrastructure, including Cloud technologies and on-premise.

·        Management of relationships with third parties and suppliers

·        Keep operational documentation up to date

·        Act as technical lead when part of a major incident’s virtual team.

·        Participate in lessons learned activities providing valuable feedback to the technical solutions team including the maintenance of ITRM’s technical standards

Technical Skills

·        Microsoft Azure – Virtualisation and networking

·        Microsoft 365 – Intune, SharePoint, Teams, Exchange

·        ISO compliances (27001, 9001), Cyber Essentials

·        Security focused and up to date with latest recommendations from NCSC

·        Excellent knowledge of Microsoft Windows Server 2016/2019/2022 including NLB and clustering

·        Excellent knowledge of VMware vSphere 5.0+ in an enterprise environment

·        Thorough knowledge/experience of troubleshooting networking protocols and technologies such as TCP/IP, DNS, DHCP, routing and vLANs

·        Strong Knowledge of backup and DR services (Backup Exec, Datto, Azure)

·        Experience in installing, configuring and managing Cisco switches, firewalls and routers.

·        Knowledge of PowerShell scripting

·        Proven ability to pass Microsoft exams an advantage

·        Ability to perform Research and Development into systems in preparation for implementation/third line support

Person specification

·        A strong desire and focus on continued improvements to the department and personally.

·        A desire to be part of an overall team and achieve team goals

·        To continually strive to improve overall firm effectiveness

·        Strong communicator

·        Confident mentor of other members of the engineering team.

·        Natural aptitude for troubleshooting and problem solving

·        Proven ability to work under pressure and with other people

·        Strong time management and self-motivation skills

·        A lateral thinker

·        Keeping up to date with current industry trends and emerging technologies and best practices

·        Must be able to demonstrate a ‘customer first’ approach to support

·        5 years+ experience on a helpdesk, technical support or similar role, preferably in an MSP environment.

·        Access to own vehicle required

This job description indicates the general nature and level of work performed within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required. You will also be expected to undertake duties which may not be listed on this job description as directed by your line manager which will be deemed as reasonable within the scope of the role.

This role will report to the Professional Services Director

Salary/benefits

·        Annual salary depending upon experience.

·        Paid overtime or time off in lieu

·        Out of hours support rota, paid as a retainer.

·        Contributory pension scheme (after 3 months service and successful completion of probationary period)

·        Twenty-five days annual leave.