Technology

Ceptre are leading on the recruitment for an award winning MSP in Derbyshire.

The Build Engineer will work to support the wider Team who are responsible for all planned and chargeable work (including Projects and Service Requests), as well as security management and remediation.

Key Responsibilities:

·  To ensure that all builds are completed within the 3 or 5 day SLA.
To ensure that all repairs are completed within the relevant SLA.

·  To follow device set up procedures, ensuring specific client requirements are adhered to.

·  To support the Cyber Engineers in completing suitable tickets from the Cyber Queue.

·  Work with the wider team to ensure timely delivery of service for clients, communicating with clients regarding tickets and the completion of new user setups in a professional and concise manner.

·  Manage ticket queue as per the defined Autotask ticket process.

·  Plan, organise and structure work required to work efficiently and meet required deadlines.

·  Maintain Implementations Room to keep this a tidy and clear workspace.

·  Take on additional responsibilities where needed.

Ceptre are supporting an award winning MSP based in Derbyshire.

The Project Engineer will work closely with the Service Desk Manager and Strategic Account Managers to keep them appraised of all live projects. They will be responsible for ensuring projects are smoothly transitioned to the Service Desk for ongoing support.

Key Responsibilities:

·  Ensure excellent customer experience through effective delivery of projects and onsite support.

·  Projects to be delivered to the agreed cost, time, scope, quality, and security constraints.

·  Provide regular, accurate and timely client reporting and ticket updates to meet and exceed customer’s expectations.

·  Manage and own projects and service desk tickets via the Autotask platform, ensuring onsite tickets/tasks are managed effectively.

·  Establish regular, clear, and consistent channels of communication at all levels within the organisation.

·  Responsibility for driving continuous improvement of project management processes and practices.

·  Identify smarter ways of working for both our client and their clients to improve efficiency.

·  Proactively manage customer relationships to achieve high levels of customer satisfaction.

·  Provide monthly project pipeline / utilisation data to support effective business decisions.

We are seeking a highly skilled and motivated Service Desk Manager to lead our clients dynamic B2B customer support team for technology focussed hardware and software product lines. The ideal candidate will possess a strong background in technical support, excellent leadership skills, and a customer-centric mindset. This role is crucial in ensuring the delivery of exceptional service to business-to-business clients while managing and optimising the service desk operations. The product lines span across multiple sectors, technology types and geographic regions.