Location: Isle of Man
Job Summary:
Act as an escalation point of contact for technical assistance for Argon customers as part of a tiered support system whereby you will be expected to assist to resolve issues that 1st and 2nd line are unable to support.
Being part of the Argon 3rd line team, you will be responsible for maintaining Argon customer’s IT infrastructure and services such as regular patching and software updates. You will be responsible for generating and updating any appropriate documentation and feeding down any appropriate changes to the 1st and 2nd line teams (where it impacts on the functions and procedures these teams perform).
Individually or as part of the engineering team, engage in specific IT projects such as infrastructure changes or new deployments, development or evaluation of new solutions and the on-boarding new clients including the production of required support documentation.
- You may, by training, qualification, or experience form part of one or more specialised sub-teams such as Networking, Azure or Microsoft365.
- You will be the expected to engage with customers by phone, via the self-service portal or email and conduct yourself in a professional manor.
- You will accurately record all activity updating ticket progress as you go keeping to service level agreements (SLAs).
- You will also be expected to form part of the on-call rota with the expectation of being on-call no more than one week in every four.
- You will subscribe to personal development and self improvement and work towards additional training and qualification requirements as deemed necessary by the Company
About us:
Argon, with nearly four decades of experience, is a dedicated technology partner, serving both private and public sector organisations. Our journey began in 1983, and since then, we’ve been committed to delivering comprehensive technology solutions.
In 2019, we expanded our capabilities by acquiring Skanco Business Systems, enhancing our technical expertise and customer base. This integration seamlessly combined our strengths, enabling us to offer comprehensive managed services across all technology disciplines.
Fast forward to March 2023, Argon proudly became a wholly owned subsidiary of Apogee Group, an HP company. Apogee is Europe’s leading multi-brand supplier of workplace solutions, giving us access to the latest innovations and exceptional service operations. Together with our esteemed technology partners, we’re poised to continue shaping the future of technology services for businesses.
When you step into our business world, you’re stepping into a realm where everything is possible. Your aspirations are our ambitions, and the opportunities that await are truly limitless.
Our core values – Integrity, Passion, Courtesy & Respect, Inclusivity, Knowledge, People, and Flexibility – shape our culture and guide our actions. We prioritise ethical business practices, fostering relationships and promoting diversity and inclusion.
Our culture allows you to innovate and develop your career with the support of an expanding corporate and progressive organisation. We are looking for inspiring and pioneering individuals, who want to make a difference in their careers as well as in the world around them. We are proud of all our employees, who are at the heart of what we do. If you become part of our journey, everything is possible, and the opportunities are endless.
Experience and Skills Required:
Must have proven working experience of Microsoft 365 & Azure services. In particular the ability to implement and manage Microsoft Entra, Autopilot, Intune & Defender services and deployments.
- Strong working knowledge of Microsoft Windows Server operating system environments including features such as AD, Group Policies, DHCP, DNS, RDS for all currently supported Microsoft versions (Windows 2016 and above).
- Good working knowledge and experience of one or more virtualisations technologies such as Hyper-V or VMWare.
- Experience of deploying and maintaining Windows Clustered environments would be desirable.
- Experience of maintaining Microsoft Exchange & Exchange Online environments.
- Experience in maintaining a Hybrid Active Directory environment.
- Good working knowledge of Networking including vLANs, basic routing, network switches, routers, firewalls and WiFi access points. Experience with Sophos, Meraki and Ubiquiti would be ideal.
- Experience of deploying, maintaining and troubleshooting server hardware and peripherals such as UPSs, SANs or NAS devices would be desirable.
- Good knowledge and general awareness of IT security practices. General Skills & Experience
- Strong customer care and client facing skills.
- Experience of working in a business environment.
- Excellent telephone manner. • Demonstrable problem-solving skills.
- Solid Time management skills.
- Must have desire and ability to develop new skills on the job and though any approved training.
- Ability to quickly learn new applications and technologies.
- Team focused and capability to work with and without direct supervision.
- Ability to convey technical solutions to non-technical people.
- Strong ability to deliver tasks within strict deadlines
Benefits:
Our holiday year runs between January and December. In addition to 10 Bank and Public Holidays (Isle of Man), you are entitled to 25 days paid holiday in each holiday year calculated on a pro-rata basis according to your Hours of Work set out in the Specific Terms.
Your qualifying days for SSP purposes are your normal hours of work as specified in these Specific Terms.
Following 12 months’ continuous service the Company shall, in each year of your employment, contribute a percentage of your normal basic salary into a Company Pension Plan. Such payments will be calculated and paid on a monthly basis. This will typically equate to 1% from the date of joining the scheme in the first year, incrementing 1% (on the anniversary of joining the scheme) each year and this will then be capped at 5% contribution for subsequent years.
We are a Disability Confident Committed Employer
Please take the time to look at our excellent Glassdoor and Trustpilot reviews We have been awarded “Customer Experience Foundation Membership” showing our commitment to excellent customer service.
Apogee Corporation is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. We welcome all applicants and are open to considering flexible working options