Careers

Duties and Responsibilities:

On a day to day basis this will include but is not restricted to:

• Answering technical calls and email queries from customers and analysing, troubleshooting and resolving issues.
• Accountability for resolving escalated issues passed from Associated Helpdesk & Helpdesk level colleagues.
• Logging, maintaining, and proactively working on tickets on CRM system.
• Meeting deadlines and SLA’s for any recurring tasks and reporting the outcomes as appropriate to the Service Delivery Manager.
• Identifying, resolving and escalating recurring issues and improving customer service.
• Delivering high standards of customer service through accurate and professional verbal and written communications to a non-technical audience.
• Gathering customer requirements and specifications to produce solutions and quotations.
• Maintaining customer documentation on a day to day basis and following installations and upgrades.
• Liaising with vendors for fault resolution.
• Mentoring & supporting associate and helpdesk level analysts.
• Collaborating with colleagues as required.
• Ensuring up to date knowledge through continual professional development.

Person Specification:

Essential Qualifications and Experience

• GCSEs at grade A – C in English Language and Mathematics (or equivalent).
• Minimum 3 years’ experience working on an IT helpdesk in a similar role.

Essential Skill and Knowledge

• Understanding of fault severity and customer impact.
• Understanding of the OSI model, TCP/IP, topologies and physical connections.
• Knowledge of Anti-Virus Products.
• Understanding of Microsoft domain model & security principles.
• Experience of Microsoft Server products, e.g. Exchange, SQL.
• In depth knowledge of servers and PCs.
• Understanding of license compliance and anti-piracy measures.
• Comprehensive knowledge of firewalls.
• Ability to identify, resolve & suggest preventative measures for phishing, hack attacks, social engineering and malicious intrusion.
• Unguided Active Directory, Exchange and Office 365 administration & troubleshooting.
• Working knowledge of back up technologies.
• Working knowledge of virtualisation principles.
• Ability to translate business needs into practical working solutions & quotations.
• Ability to reverse engineer a problem to get to the root cause.
• Ability to troubleshoot faults on the above technologies.

Competencies

• Ability to use own initiative
• Effective communication and listening skills
• Ability to build positive working relationships
• Excellent problem-solving skills
• Good attention to detail
• Effective time management
• Customer service focused
• Security aware
• A professional manner
• Team Player

Duties and Responsibilities:

On a day to day basis this will include but is not restricted to:

• Generating sales leads using a variety of methods.
• Managing sales enquiries via any medium, including telephone follow up, onsite meetings or distribution of further information.
• Writing and producing marketing materials.
• Creating and managing prospect information within the CRM.
• Monitoring prospects and continually following up on enquiries to close sales or disregard.
• Creating and delivering compelling proposals and pitches for businesses seeking IT services.
• Attending seminars and exhibitions to network as required.
• Creating technical hardware, software and service quotations as required and follow up to progress the sales process.
• Attending client meetings.
• Managing the relationship and regular communication with existing key clients.
• Ensuring the customer is satisfied with the service they are receiving and have the appropriate product, services and contract.
• Draw up, agree and review client contracts.
• Reviewing customer requirements and proposing changes and solutions.
• Understanding new products, technologies and services and introducing them to the client.
• Managing and resolving issues with clients through to completion.
• Preparing and presenting business reports and account updates to clients and NetVector Directors.
• Delivering high standards of customer service.
• through efficient and timely verbal and written communications.
• Interacting with and supporting colleagues at all levels.

Person Specification:

Essential Qualifications and Experience

• GCSEs at grade A – C in English Language and Mathematics (or equivalent).
• A background working in IT Services for 5 years or more
• Previous work experience in a sales and marketing role

Essential Skill and Knowledge

• Thorough understanding of market position and offering.
• Working knowledge of Microsoft operating systems and applications.
• Understanding of virtualisation principles, firewalls, security, telephony, Cloud platforms and packages.
• Understanding of Sales and Marketing principles and techniques.
• Understanding of terminology relating to marketing IT services to small businesses.
• Ability to communicate clearly and concisely both in written and verbal exchanges with prospects and customers.
• Ability to put together and deliver presentations.
• Ability to listen effectively and gather customer requirements.
• Confident to business network on a formal and informal basis.
• Willingness to obtain sales qualifications for key vendors – MS, Veeam, SonicWall, HP, Dell.
• Must be able and willing to drive around South East England.

Competencies

• Self-starter able to use initiative.
• Excellent communication and listening skills.
• Ability to build positive working relationships.
• Ability to persuade and influence at all levels.
• Outgoing and confident personality.
• Commercially aware and financially astute.
• Good attention to detail.
• Effective organisation and time management skills.
• Customer service focused.
• Security aware.
• Professional manner.

Duties and Responsibilities:

On a day to day basis this will include but is not restricted to:

• Answering IT and technical calls and email queries from customers; analysing, troubleshooting and resolving issues where possible, or escalating to Line manager.
• Logging, maintaining, and proactively working on tickets on CRM system.
• Meeting deadlines and SLA’s for any recurring tasks and reporting the outcomes as appropriate to the Service Delivery Manager.
• Identifying, resolving and escalating recurring issues and improving customer service.
• Delivering high standards of customer service through accurate and professional verbal and written communications to a non-technical audience.
• Gathering customer requirements and specifications to produce solutions and quotations.
• Maintaining customer documentation on a day to day basis and following installations and upgrades.
• Liaising with vendors for fault resolution.
• Mentoring & supporting associate level analysts.
• Collaborating with colleagues as required.
• Ensuring up to date knowledge through continual professional development.
• Adherence to company policies & procedures.
• All requested tasks within skill level and ability.

Person Specification:

Essential Qualifications and Experience

• GCSEs at grade A – C in English Language and Mathematics (or equivalent).
• Minimum 12 months’ experience working in IT, preferably in a similar role.
• Valid driving license and own vehicle.