The successful candidate will be supporting one of OryxAlign’s key clients, professionally representing our business, delivering customer facing on-site support, and managing maintenance and planned change activities to our client’s users and facilities in the greater London area.
The ideal candidate will be able to work under their own supervision but will report to the Service Delivery Manager. They will possess a strong 2nd line skill set in networking, telephony, wireless, desktop administration and desk side support. Exceptional communication skills, attention to detail and the ability to maintain high levels of customer care is key.
This role may be required to provide on-call support on a rota basis, including nights and weekends.
Key duties & responsibilities
This individual will represent both OryxAlign and our client in delivering support to users in corporate office and technical facilities.
The key duties and responsibilities will include:
Planning and execution of onboarding and configuration of physical infrastructure and connectivity
Manage and implement physical patching and cable management and changes
Managing capacity and demand planning to ensure sufficient resources are available and performant
Managing shared printing services, set up and admin. Assisting Clients and tenants with support and troubleshooting
Administer / assist with setup and provision of telephony
Own and manage general connectivity issues for dependent services. Printing, audio visual etc
Network cables and wireless management and maintenance, troubleshooting issues and planning changes and capacity requirements
Management of all service requests with escalation to SDM
Liaising with service desk team leader if additional support is required
Supporting the SDM in small change activities / tasks
Responding to and resolving issues within Service Levels Agreements
On site attendance and remote fulfilment of service requests
Scheduling and supporting out of hours planned preventive maintenance
Maintaining device management in RMM product for adherence on asset registers
Daily maintenance of device configuration backups
Technical skills and experience
Administration, configuration, and maintenance of a wide range of technologies, including demonstrable experience of:
Cisco CCNA level to set up Client VLAN, set up IP addressing, firewall policy, QOS bandwidth management.
Fibre and CAT5 patching
Microsoft PC / Server HW & SW
CISCO / Meraki / Aironet
Radius server administration
Telephony configuration and administration / 3CX
Backup devices and tools
Contribution to incident and problem management
The ideal candidate
Excellent verbal and written communication skills
Excels working individually and as part of the team supporting others
Exceptional attention to detail, using initiative to troubleshoot complex issues and to recognise when escalation is required
Ability to plan and schedule workload
Strong knowledge of ticketing systems, such as ConnectWise
Full clean driving license and own transport
Successful candidates will be required to pass a vetting process (BS7858)