Vacancy:
Managed Services Engineer Reference:
MSE/01/2025 Date:
15th January 2025 Contract:
Full Time Permanent Hours of Work:
36.25 hours per week Reporting to:
Service Delivery Manager Location:
Hybrid working between home and any of our UK office locations or Remote At Xperience, we deliver business efficiencies through Digital Transformation. We put our clients at the heart of everything we do, helping them create better, faster processes, build stronger customer relationships, strengthen data security, accelerate profitability, and position them for growth. That’s why we’ve got over 1,100 clients who are more efficient, more productive, and more profitable just because they work with us. And, it’s why 95% of our clients say they would recommend us. But really, it’s our people that make the difference at Xperience. They have the expertise and ambition to collaborate with our clients to guide them towards the optimum solution. Together as a team and through partnerships with world leaders in technology, we provide smart solutions that provide real digital transformation in businesses, including Cloud, ERP, CRM, Managed IT, and Cyber Security. The Role We are undergoing an exciting time in our evolution and now seek an experienced
Level 2 Managed Services Engineer.
Working as part of the Managed Services Team, you will be instrumental in the delivery of best-in-class Managed IT support to our growing customer base. This is a key technical role responsible for providing second line technical support to our clients through our online helpdesk, live chat, telephone, and email. As the point of escalation for all client enquiries, the Service Desk Engineer is responsible for investigating and resolving complex support incidents across a variety of technologies such as MS Windows Server, O365, Active Directory, as well as Cyber Security and Cloud. Key Responsibilities: Deliver a high level of customer satisfaction by acting as the point of escalation for all through our helpdesk, email, telephone, or through live chat. Provide level 2 technical support to both internal and external stakeholders whilst working within Service Level Agreements, ensuring that all tickets are correctly logged and that both internal and external stakeholders receive regular updates. Pro-actively monitor internal systems including backup reports, network and device monitoring systems, anti-virus and patch management dashboards etc. to identify issues of concern, which may require a support ticket to be raised on behalf of a client. Configure, deliver & deploy PCs, laptops, and printers for internal and external stakeholders where required. Perform regular remote or on-site maintenance on behalf of our clients. Provide on-site technical support and/or facilitate the collection and delivery of hardware for repair or troubleshooting. Refer client requests for advice & consultation to Business Solutions and Commercial teams where necessary. Manage & monitor ICT systems and platforms, both internal & client. Perform ICT maintenance for clients & on internal systems. Collaborate with peers and other areas of the business to increase internal product and service knowledge. Develop the skillsets and capabilities of more junior members of the team sharing knowledge and experience. Create & update technical documentation and knowledgebase articles. Take responsibility for one’s own professional development, through continuous learning, to ensure that any contractual or partnership accreditations or certifications are achieved. Person Specification Essential: Proven technical experience in 3 or more of the below, in either supporting / deploying / configuring the technologies: Microsoft Windows Server installation/configuration and troubleshooting Microsoft Office 365 (Exchange Online, One Drive, SharePoint administration) Active Directory installation/setup and configuration of Group Policy Anti-Virus, Anti-Malware & Anti-Spam Solutions troubleshooting Veeam Backup & Replication or other backup technologies Hardware Maintenance (Servers, Laptops, or Desktops) Using Hyper-V or VMware for management and support of virtual infrastructure Using SSH to configure and support Networking/Cisco Routing/Switching One year’s previous hands-on experience with ticket management systems e.g., ConnectWise Willingness to travel to client sites as required Valid Right to Work in the UK (We do not currently hold a visa sponsorship licence) Desirable: Previous experience in an internal or external facing helpdesk support team Professional IT Certifications in: ITIL Foundation Microsoft Certified Associate (Teams, O365, Azure) Sophos Networking Previous experience in an IT/professional services organisation Benefits Package: 30 days annual leave plus 8 bank holidays 1 additional day’s leave for your birthday Employer pension contribution of 3% Hybrid working Cycle to Work Scheme IT Purchase Scheme Access to Skillsoft Learning and Development Platform *T&Cs apply based on contract Competencies required for role: Communication:
Conveys information and ideas clearly and respectfully. Listens to others and values different opinions. Teamwork and Collaboration:
Shares knowledge and works across departments and locations, working co-operatively and supportively with colleagues. Results Focused/Problem Solving:
Prioritizes tasks, overcomes obstacles, and accepts ownership of work assigned. Owns actions that deliver results. Developing Yourself & Others:
A quick learner who is able to acquire and apply new knowledge and skills whilst learning from experiences and mistakes. Xperience is an equal opportunities employer. Job Types:
Full-time, Permanent Pay:
£28,000.00-£35,000.00 per year Benefits: Additional leave Company pension Cycle to work scheme Free flu jabs On-site parking Paid volunteer time Private medical insurance Referral programme Schedule: Monday to Friday Work Location:
Hybrid remote in Bury Saint Edmunds IP33 3SP Reference ID:
MSE/BSE/01/2025
#J-18808-Ljbffr
Managed Services Engineer Reference:
MSE/01/2025 Date:
15th January 2025 Contract:
Full Time Permanent Hours of Work:
36.25 hours per week Reporting to:
Service Delivery Manager Location:
Hybrid working between home and any of our UK office locations or Remote At Xperience, we deliver business efficiencies through Digital Transformation. We put our clients at the heart of everything we do, helping them create better, faster processes, build stronger customer relationships, strengthen data security, accelerate profitability, and position them for growth. That’s why we’ve got over 1,100 clients who are more efficient, more productive, and more profitable just because they work with us. And, it’s why 95% of our clients say they would recommend us. But really, it’s our people that make the difference at Xperience. They have the expertise and ambition to collaborate with our clients to guide them towards the optimum solution. Together as a team and through partnerships with world leaders in technology, we provide smart solutions that provide real digital transformation in businesses, including Cloud, ERP, CRM, Managed IT, and Cyber Security. The Role We are undergoing an exciting time in our evolution and now seek an experienced
Level 2 Managed Services Engineer.
Working as part of the Managed Services Team, you will be instrumental in the delivery of best-in-class Managed IT support to our growing customer base. This is a key technical role responsible for providing second line technical support to our clients through our online helpdesk, live chat, telephone, and email. As the point of escalation for all client enquiries, the Service Desk Engineer is responsible for investigating and resolving complex support incidents across a variety of technologies such as MS Windows Server, O365, Active Directory, as well as Cyber Security and Cloud. Key Responsibilities: Deliver a high level of customer satisfaction by acting as the point of escalation for all through our helpdesk, email, telephone, or through live chat. Provide level 2 technical support to both internal and external stakeholders whilst working within Service Level Agreements, ensuring that all tickets are correctly logged and that both internal and external stakeholders receive regular updates. Pro-actively monitor internal systems including backup reports, network and device monitoring systems, anti-virus and patch management dashboards etc. to identify issues of concern, which may require a support ticket to be raised on behalf of a client. Configure, deliver & deploy PCs, laptops, and printers for internal and external stakeholders where required. Perform regular remote or on-site maintenance on behalf of our clients. Provide on-site technical support and/or facilitate the collection and delivery of hardware for repair or troubleshooting. Refer client requests for advice & consultation to Business Solutions and Commercial teams where necessary. Manage & monitor ICT systems and platforms, both internal & client. Perform ICT maintenance for clients & on internal systems. Collaborate with peers and other areas of the business to increase internal product and service knowledge. Develop the skillsets and capabilities of more junior members of the team sharing knowledge and experience. Create & update technical documentation and knowledgebase articles. Take responsibility for one’s own professional development, through continuous learning, to ensure that any contractual or partnership accreditations or certifications are achieved. Person Specification Essential: Proven technical experience in 3 or more of the below, in either supporting / deploying / configuring the technologies: Microsoft Windows Server installation/configuration and troubleshooting Microsoft Office 365 (Exchange Online, One Drive, SharePoint administration) Active Directory installation/setup and configuration of Group Policy Anti-Virus, Anti-Malware & Anti-Spam Solutions troubleshooting Veeam Backup & Replication or other backup technologies Hardware Maintenance (Servers, Laptops, or Desktops) Using Hyper-V or VMware for management and support of virtual infrastructure Using SSH to configure and support Networking/Cisco Routing/Switching One year’s previous hands-on experience with ticket management systems e.g., ConnectWise Willingness to travel to client sites as required Valid Right to Work in the UK (We do not currently hold a visa sponsorship licence) Desirable: Previous experience in an internal or external facing helpdesk support team Professional IT Certifications in: ITIL Foundation Microsoft Certified Associate (Teams, O365, Azure) Sophos Networking Previous experience in an IT/professional services organisation Benefits Package: 30 days annual leave plus 8 bank holidays 1 additional day’s leave for your birthday Employer pension contribution of 3% Hybrid working Cycle to Work Scheme IT Purchase Scheme Access to Skillsoft Learning and Development Platform *T&Cs apply based on contract Competencies required for role: Communication:
Conveys information and ideas clearly and respectfully. Listens to others and values different opinions. Teamwork and Collaboration:
Shares knowledge and works across departments and locations, working co-operatively and supportively with colleagues. Results Focused/Problem Solving:
Prioritizes tasks, overcomes obstacles, and accepts ownership of work assigned. Owns actions that deliver results. Developing Yourself & Others:
A quick learner who is able to acquire and apply new knowledge and skills whilst learning from experiences and mistakes. Xperience is an equal opportunities employer. Job Types:
Full-time, Permanent Pay:
£28,000.00-£35,000.00 per year Benefits: Additional leave Company pension Cycle to work scheme Free flu jabs On-site parking Paid volunteer time Private medical insurance Referral programme Schedule: Monday to Friday Work Location:
Hybrid remote in Bury Saint Edmunds IP33 3SP Reference ID:
MSE/BSE/01/2025
#J-18808-Ljbffr
