IT Operations Executive

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GCI is one of the UK’s leading Managed Service Providers, helping organisations evolve from traditional technology environments. We are looking for enthusiastic, hard-working and talented individuals who can help us achieve our goals, and to help us drive the business forward.

Our customers span multiple sectors and range from single office organisations to those with more than 700 sites. Throughout our 16-year history, GCI’s aim has been to build something special; a progressive organisation with a well invested service delivery infrastructure, empowered staff, and the overarching goal of helping businesses transition from legacy technology to benefit rich new world options.

We are currently looking for a talented individual to join our Derby office as an IT Operations Executive providing a Help Desk/ Service Desk function for our customers

Role Summary:

The overall purpose of the role is to service GCI’s Managed IT customers, meeting and exceeding customer expectations.

Key activities:

- Provide remote support to our customers both by phone and email.

- Manage the call queue to ensure all customer calls are being picked up.

- Make sure all tickets being managed are updated in accordance with customer Service Level Agreements (SLA’s)

- Answer the phone logging tickets, following up chases

- Monitor e-mails logging tickets, following up chases

- Monitor the ticketing system

- Liaise with account managers on various issues and procedures

Person Specification:

Previous experience of Remote Working, including:

- Remote diagnosis and repair of faults

- Installation of new software/solutions

- Speaking to hardware/software 3rd parties

- Windows Server 2003-2012

- Exchange Server 2003-2013 (IIS & SSL Configuration)

- Office 365

- Small Business Server 2003-2011

- Active Directory/Group Policy

- Server Virtualisation (HyperV)

- Windows Desktop O/S

- Office products

- BYOD Configuration

- Email integration (BES/BIS, Active Sync, etc)

- Server Roles (DFS, IIS, RDS)

- Remote access configuration with troubleshooting (VPN, RDP, Direct Access)

- TCP/IP, NAT, PAT, Routing, WI-FI

- Configuring, monitoring and restoring from backup

Desirable but not essential knowledge:

- Backup Exec

- SharePoint

- Lync

- WMware

- Citrix

- Cisco

Person skills:

- Strong IT skills

- Excellent customer service

- Good communication skills both verbally and orally

- Strong logical diagnostic ability

- The ability to think on your feet

- Able to deal with multiple issues at once

In return GCI can offer you a competitive salary and benefits package. The latter includes 22 days’ holiday plus bank holidays, Westfield Health care cover, childcare vouchers, retail discount partnership, and a monthly employee recognition scheme.