Senior Technical Consultant Department Service Department Reporting to Service Manager
Our Company Wanstor is an IT Solutions Company celebrating their 16 th year in business. The company has grown year on year and now has a service team of over 100 staff. With IT Support Offices in central London and Manchester, we are well placed to meet our customers needs for a quick response. We provide a range of hosted and deployed services for customers small and large. Our hosted solutions include hosted Email (Hosted Exchange), Hosted online backup, Hosted Desktop, and Hosted Network Monitoring. Wanstor provide a full support service which includes 24-hour helpdesk, network monitoring and on-site support. Wanstor s clients provide a wide variety of fascinating opportunities for motivated technical staff. We employ service-oriented technical experts to work within our service team delivering a variety of hosted and deployed solutions. We are a growing company with dedicated teams managing networks, storage and colocation. Our customers are some of the biggest brand names in the UK, and our consultants some of the most skilled networking experts in the country. As a service-centric organisation, we see people as our best competitive advantage as we strive to provide an unsurpassed service to our customers. We expect a lot but at the same time are extremely supportive as we look to help realise each person s potential in building a successful career with Wanstor.
We strive to make Wanstor an enjoyable place to work in a number of ways. Firstly, we offer exciting and challenging opportunities that enable people to develop personally and professionally, whilst making a real difference to both the organisation and our customers. These opportunities are encouraged through our friendly and supportive culture. Secondly, we provide an environment which encourages working hard and playing hard. We have BBQs every Friday during summer and office nibbles are provided during the winter, with fruit brought in daily. Our diverse team of people are amongst the best in their respective fields. They invest time gaining insight into and understanding our customer s business strategy, operations and goals, before providing innovative and practical solutions tailored to their individual needs - making each more competitive, efficient and ultimately more successful. Each person that works for Wanstor, at every stage in their career path, can enjoy the challenge of providing the highest level of service to our customers. Collectively, that dedication leads to our success as an organisation.
Core Values Respect Respect and value those we work with and the contribution that they make. Build trust with our colleagues, customers and partners, consider alternative perspectives placing our shared interests ahead of individual needs. Honesty Act impartially, ethically and transparently, reflecting what we say in what we do. Honour commitments, challenge that we believe to be wrong and remain open to being challenged. Service Excellence Our clients are at the centre of what we do. We invest the time to understand customers needs, and regardless of the role, Wanstor always strives to surpass our customers expectations. Our service creates solutions for clients that balance the short and long term with winning solutions for all stakeholders. Brilliance We use our skills, energy and resources to deliver the best, sustainable results. We aim for first class delivery and learn from any mistakes we make. Wanstor takes pride in its work and that of the wider partnership of our customer teams. Wanstor creates an environment to attract and keep the best people, those who share our values. Continuous Improvement We leave things better than we found them. Wanstor drives innovative and better ways to do things and ways to positively impact all of the communities we interact with we value sustainable progress as much as immediate achievements.
The Role A Senior Technical Consultant role within Wanstor includes taking responsibility for the smooth running of IT operations at customer sites to which you have been assigned. You will need to take ownership of and manage all requests, overseeing each process through to successful completion whilst ensuring a consistently high level of customer service at all times. As a key part of a growing team of skilled senior technical consultants, you will need to mentor and provide advice to our service desk analysts, as well provide in-depth technical fault resolution, liaising with other technical and senior technical consultants where required. Primary Responsibilities Responsibility Approximate Time Spent Service Desk Technical Support and Client Liaison 30% On Client Sites working on Projects and Support 60% Planning work with other members of staff 10%
Typical Activities + Management of virtual machines within Hyper-V and VMWare environments + Configuring and troubleshooting Veeam backups features including replication, offsite storage and 365 backups + Managing customer infrastructure in 3rd party hosted services including Azure, AWS and Google + Managing and configuring windows servers from 2008 R2 to 2016, including DFS, Deduplication, DNS, and DHCP + User management through Active Directory, Microsoft Exchange (managing groups and GPO configuration) + Exchange 2010/2013/2016 and Microsoft 365 management + Completing projects across a multitude of customers including migration of email into 365 / hosted environments, building new virtual servers and setting office / new site openings + Customer infrastructure review days making recommendations to improve IT services and proactively prevent outages across key IT components + Setting up and configuring Windows based PCs and laptops + Configuring and troubleshooting network connections in a LAN, WAN or in a DSL environment + Monitoring our customer infrastructure using Wanstor s monitoring tools + Maintaining good customer relations, visiting sites in greater London area + Managing assets and inventories through software tools + Producing appropriate documentation for deployments & other changes
Qualifications & Training As a Senior Technical Consultant, you will be required to maintain an up-todate knowledge of the IT industry and possess the skills necessary to provide consultancy services to Wanstor s clients. It is expected that you will over time obtain Microsoft Server qualifications and develop your skills in other areas such as VMWare. Performance Your performance as a Senior Technical Consultant will be based on a number of criteria, which will include the following: + Your effectiveness and efficiency in dealing with support queries including escalating those which you are unable to resolve + Your ability to resolve technical problems within client networks dependent on both the terms of Wanstor s SLAs and client expectations + The ability to work with other members of staff + Successful completion of project work + Customer satisfaction surveys undertaken routinely + Completion of proactive appointments, best-in-class / best practice recommendations to resolve customers business problems + Provide customers with excellent IT Management via positive customer feedback + Working within ITIL service environment measured against KPIs including logged and resolved tickets, time logging and customer satisfaction
Special Working Conditions Occasionally you will be expected to work weekends and / or evenings in order to complete work which needs to take place outside of normal office hours. Approximately one week out of six, you will be required to work one of the following shifts: Monday - Friday 08:00am - 16:30pm 14:00pm - 22:00pm Additionally, you will be asked to work one of the following weekend shifts: Saturday or Sunday 08:00am - 16:00pm 09:00am - 17:00pm 12:00pm - 20:00pm 14:00pm - 22:00pm Lastly, you will need to be on call during the following hours: Monday - Friday 19:00pm - 23:00pm 07:00am - 23:00pm A retainer is paid for being on call, with overtime paid for any time worked.
Required Attributes + Previous experience of IT support and projects at 3rd line level + Knowledge of supporting Windows 7, 8 and 10 within a Microsoft domain environment + Active Directory configuration and administration + Experience of Microsoft Servers 2008 R2 to 2016 including Exchange 2013, 2016, and SQL Server to latest versions + Microsoft Office 365 setup, implementation and administration + Cloud platforms, Microsoft Azure, AWS, Google + Knowledge of deploying and troubleshooting / maintenance of hardware + Knowledge of networking and network troubleshooting (LAN, WAN, VPN, DSL routers) + Cisco router and switch configuration + VMWare administration up to latest versions + Antivirus administration + Excellent interpersonal skills with a focus on relationship building, listening and questioning skills + A desire to provide excellent, proactive, customer service + Excellent spoken and written English, articulate + Ability to work autonomously + Well organised and thorough, with an eye for detail
Desirable Attributes + Microsoft technical qualifications, preferably with server operating systems (MCSE) + Experience of Microsoft server operating systems and technologies + Cisco Certification, CCNA level and above + VMware VCP5, HP and Avaya Certifications are also highly regarded + Knowledge of ITIL + A high standard of educational achievement + A proactive approach to all areas of your work, passionate about providing customers with best-in-class / best practice IT solutions
Do you believe you have what it takes to join the team at Wanstor? Phone us on 0207 592 7860 or email us via jobs@wanstor.com