Position: MPS Managed Services Technical Analyst
Based: IT Department – Ashton Manchester
Working hours: Full time, Monday-Friday
Location: Ashton, Manchester – Fully office based
Contract: Permanent
Job Purpose:
The MPS Managed Services Technical Analyst will be responsible for technical support and ticket resolution for a wide range of our MPS managed service customers.
Responsibilities:
· Form part of the “Single Point of Contact” for all general, service & software escalations
· Daily proactive checks and alert management via Embedded Web Services or Print Management Solutions
· Monitor and escalate device, software and infrastructure alerting to the relevant technical teams
· Access Managed Print Solution Server Status Monitoring, print queue status and error reporting
· Accurately record any incidents within the service desk tool with first line triage and assessment
· Escalate incidents requiring L3 support to MPS Technical Lead or Head of Post-Sales Support and Service Delivery where applicable
· Act as the first point of contact for any technical or end user hardware issues raised
· Provide 1st Line diagnosis and 2nd Line resolution
· Respond appropriately to technical issues raised, through resolution or escalation
· Prioritization and management of workload
· Software Installations
· Ability to communicate clearly and efficiently with third parties
· Log all service tickets received via telephone, email and service portal and handle accordingly throughout the stages of the ticket, from raising through to closure
· Provide efficient customer service.
What we're looking for:
The ideal candidate will be an experienced 1st/2nd line technical support engineer from a Managed Service Provider background. You will be a motivated, natural problem solver with the ability to work in a fast-paced environment. A passion for technology and providing outstanding customer service is essential.
· Experience with key technologies, such as:
o Windows Server 2016 – 2022
o Windows 7 – Windows 11
o Networking TCP/IP
o Wireless Networks
o Installing/configuring printers
o DHCP/DNS
· Excellent problem solving and customer service skills
· Previous experience providing 2nd Line Support preferably for an MSP or within the MPS Industry
· Knowledge of the principles of ITIL/ITSM
· Confident Communicator at all levels
· Good logical/troubleshooting skills
· Excellent customer facing skills
· Excellent attention to detail
· Microsoft Technical qualifications are desirable
Company Benefits
We recognise the commitment and value of all our staff, therefore offer a variety of rewards to those who work with us, including:
• An Employee Assistance Programme, which offers a free confidential counselling service and a wide range of discounts from major retailers, dining and leisure
• Holidays starting at 22 days per annum plus bank holidays, rising in line with level of service
• Pension Scheme
• Eye care cost contributions
• Birthday leave
• On site parking
• Family friendly policies
Please note that due to the high volume of responses we receive, only successful applicants will be contacted.
If you'd like to learn more about this role, please get in touch with Natalie!
Please only apply if you have the right to work in the UK without sponsorship now or in the future.
Devonshire is an equal opportunity employer and we encourage job applications from people of all backgrounds. All qualified applicants will receive consideration regardless of gender, race, religion, age, disability, sexual orientation or marital status