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IT Systems Manager



About Wavex

Wavex Technology is an award winning, independent IT firm, offering secure and fully managed IT service. We design, deliver and manage solutions to meet our client's strategic IT needs, across Cloud, Infrastructure, Connectivinty and End-User services. In order to deliver this we hire the best people who use the world's leading technology platforms and deliver a truly outstanding, and unique customer-centric experience.

In order to deliver this, we hire the best people and use a combination of our own proprietary platform (APEX®) with the world’s leading technology platforms to deliver a truly outstanding and unique customer-centric experience. Our focus is to help our clients succeed through a range of business-relevant solutions and services.

About the role

Reporting to the Head of Managed Services, the IT System Manager will be responsible for the delivery of an outstanding service desk support to internal Wavex users as well as the overall management of the Wavex internal systems.

This is a technical, hands-on role, with focus on the highest standards of quality. Your first priority will be to support range of varied internal customers (in terms of their technical knowledge and level of seniority) and solve technical problems.  In parralel to this, you will also govern, develop, update and drive standardisation of Wavex internal IT processes and procedures, ensuring adherence and best practice across the board. As such, you will be well-versed in owning the management of the internal IT systems, able to draw on your previous experience and advise/execute the standardisation of IT processes and influence the development of best IT practices at Wavex.

Responsibilities

Service Desk Support
  • Deliver best practice call management to all Wavex users and prioritise accordingly
    • Proactively investigate, diagnose, troubleshoot and resolve incidents within an agreed SLAs
    • Close outstanding incidents. Once the user is satisfied, ensure relevant details are logged within the call
    • Identify repeat incidents as problems and assist in their resolution
    • Produce reports on monthly basis
  • Administer desktop applications
    • Microsoft Office Suite
    • Manage Active Directory (create new users, support leavers process, password resets and other daily tasks as and when required)
    • Manage Group Policy (configure policies to deploy settings to users, groups and potentially the entire company)
    • Manage Exchange and Office 365 environment (configuring mailboxes, distribution groups, calendar permissions and other daily administrative tasks as and when required)
  • Assist with internal projects (i.e. migration)
Internal Systems/Infrastructure Management
  • Ensure high availability of all critical systems and network infrastructure, using monitoring and support tools and best practices (i.e. free-up disc space, check if services are operational to keeping the infrastructure running, etc.)
    • Schedule outages conducted with minimal impact on core business hours
  • Backup and recovery
    • Perform daily routine operations, ensuring all required file systems and system data are successfully backed up. Verify completion of scheduled jobs
    • Log identified issues and manage their resolution to closure
  • Ensure a high level of security and performance controls
  • Provide out-of-ours support for the Wavex infrastructure related emergencies and well as occasional weekend maintenance as an when required
  • Manage Wavex data centre
    • Ensure overall management - visit the datacentre and/or coordinate/delegate the work to the junior engineer
  • Manage supplier relationship
    • Review services provided to Wavex on a regular basis (i.e. software, internet provider, licencing, etc.) ensuring best value for the business.
Hardware and software management
  • Provide a highly available and effective server environment
  • Apply security patches and updates within the agreed schedule
  • Upgrade administrative tools and utilities within the agreed schedule
  • Update system on release of new version of operating system and application software within the agreed schedule
  • Perform ongoing performance tuning, hardware upgrades, and resource optimization as required
  • Ensure all server software is correctly licensed
Policies and procedures
  • Own, define and document best practices and support procedures for Wavex business
  • Maintain operational, configuration and other business procedures and keep them up-to-date
  • Be the ambassador for the process best practices. Govern the execution and compliance to the IT processes across the business
Working relationships
  • Assess effectiveness of call resolution on monthly basis. Suggest improvements and work with the Head of Managed Services to improve call management process
  • Work with the Head of Managed Services on achieving appropriate ISO industry standards, to instil the correct governance, effective and efficient use of the IT management systems across the business
  • Work with the Head of Services to obtain sign off for new and proposed services delivered to Wavex by its suppliers (i.e. connectivity, licencing, software, etc.)
  • Work with the HR Department to ensure that all IT related processes are executed and adhered to, and that the documentation is completed in a timely manner, including delivery of new starter inductions and leaver process
Other responsibilities
  • Indirectly manage Junior Support Engineer
    • Be a role model. Be visible/accessible and steer by sharing knowledge and expertise
    • Assign specific tasks and coordinate their workload (in conjunction with the Head of Managed Services)
Qualification and Experience

Must have
• Previous experience of working in similar role
• Experience of supporting users at all levels (from Receptionist to the CEO)
• Experience of working in a fast-paced environment, where quality of service is imperative
• Experience of managing high volume calls
• Experience of managing complex technical issues right through to resolution
About the person
• Professional
• Exceptional communication skills (written and verbal)
• Strong focus on customer service and user interaction
• Ability to manage customer expectations effectively
• Ability to communicate with users at all levels
• Understands the importance of managing user expectations and providing feedback promptly
• Understand sense of urgency
• Proactive and proud of owning their remit of work
• Structured and organised
• Independent with ability to hit the ground running and/or work with little or no supervision
• Calm with ability to work in a high-pressure environment

Remuneration

  •  Basic salary £27,000 gross per annum + performance related bonus
  • 21 days’ holiday (excl. bank holidays)
  • Day off on your birthday
  • Earn holiday with your years of service
  • Private health and dental insurance
  • Pension scheme
  • Annual season ticket loan
  • Childcare vouchers
  • Technology purchase scheme

And more! See our full range of benefits here.


How to apply


Its easy, just click on Website Candidate Submission Form to upload your CV. Check out our interview tips by clicking this link.
 


 


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Sales: +0845 644 8060
HelpDesk: +0845 226 8182
Abroad +44 845 226 8182
Email: tellmemore@wavex.co.uk
 
Wavex Technology Ltd
Kingsfield House
66 Prescot St,
London, E1 8HG
 
 
 

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