Senior Technical Engineer

As an IT Managed Service Provider and well-respected IT Consultancy, Agile are seeking an experienced Senior Technical Engineer to join its team just off the A12 near Colchester, Essex.

The successful candidate will be responsible for providing direct IT support to our customers in line with agreed SLAs, project managing system installation and upgrades, as well as supporting the sales team with new business.

Agile Helpdesk

Founded in 2010, Agile is a well-respected and growing IT company. At the heart of our company is a supportive team of experienced and certified engineers and project managers. We take pride in having a great environment for our employees to work in and are strong believers in developing the skills, knowledge and resource of our workforce.

Being a senior technical position, our ideal candidate will have at least 5 years technical experience as this is a fast-paced role, with plenty of scope to develop and excel.

You’ll be motivated by quickly resolving technical problems and proactively identifying potential threats and opportunities for improvement. Therefore, you’ll be a great all-round communicator able to fit right in with our established team of technicians and confident at taking full ownership on projects.

What you will be doing:

  • Providing direct IT support to customers in-line with the agreed SLAs.
  • Building strong relationships with customers
  • Ensuring all support issues are logged and followed-up in a timely manner.
  • Ensuring all calls are processed in a timely fashion.
  • Creating and up-dating support team documentation and writing technical reports.
  • Taking responsibility for resolving escalated support calls via. helpdesk.
  • Analysing corrective actions to review helpdesk performance and resource utilisation.
  • Attending meetings to progress Sales Orders, Technical Issues and Projects.
  • Project managing equipment installations and upgrades.
  • Updating systems and shared documentation processes.
  • Assisting with management and mentoring of more junior engineers.
  • Attending customer sites to investigate and fix support issues.
  • Taking a lead on projects and installations such as server installations on-site.
  • Conducting effective and efficient housekeeping activities on the customer’s site.

Project Support:

This is a great opportunity to expand on your IT project management experience, where you’ll:

  • Take a proactive role ensuring all projects are run smoothly on time and within agreed budget.
  • Provide mentoring and direct support to the technical team.
  • Provide remote support to the technical team on installation jobs.
  • Resolve escalated customer support calls, in a timely manner.
  • Effective Communication to keep others up-dated on project progress.
  • Lead technical team meetings and provide technical reports and project plans.
  • Resource projects and report progress at team meetings.
  • Lead technical projects with the Sales/Account Manager
  • Provide technical team status up-dates to the management team.

Progressing new business:

You will also be expected to work closely with the sales team on the following:

  • Liaise with the Sales Team to ensure installation dates are agreed with customers
  • Planning and project managing installations.
  • Assisting Sales team with design and specification of solutions for proposals and quotes.
  • Researching and suggesting new technologies and innovations.
  • Assisting with improvements to the businesses systems and processes.
  • Proactively identify sales opportunities with both new and existing customers.

Experience required:

  • Proven track-record of IT with a minimum of 5 years’ experience working in an IT role
  • Demonstratable Commercial Awareness in all that you do.
  • Experience in being a positive role model to more junior technicians.
  • Experience of responding to complex technical queries.
  • MCSA or MCSE is favourable
  • Full Driving Licence

Attributes we’re looking for:

  • A great attitude with persistence and a positive attitude.
  • An approachable, friendly manner with good communication skills.
  • Ability to think and act quickly, drawing on your technical skills
  • Strong commercial awareness and appreciation for identifying new business opportunities.
  • Clear instruction to other members of the team on the progress of activities.
  • Ability to be a fantastic role model to more junior members of the team, offering guidance when needed.

Most importantly, we’re looking for someone with a genuine concern for quality, always striving to do an excellent job and managing own and the team’s performance.

This is a fantastic opportunity for a Senior IT Technician looking for a rewarding and challenging role. What’s more, in return for your dedication, you’ll be encouraged to learn and develop your skills at a pace and work on projects that genuinely excite you.

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    Salary: £24,000 to £35,000 + Car (Based on Experience)

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    Vacancy Location: Agile Technical Solutions, Langham (Colchester)

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    Full time, 40 hours per week, Monday to Friday.

To apply for this role please forward an up-to-date CV outlining your experience.

Strictly… No agencies to make contact. Thank you.