• Installation and configuration of new systems for clients
• Working on projects as well as day to day support (internal and external)
• Support of clients IT systems (onsite and remote) current and new
• Updating of documentation for clients and internal systems
• Abide by Cambridge Networks SLA’s and OLA’s

• Resolving onsite and remote IT support issues
• Updating support tickets on a daily basis
• Assisting with support tickets on helpdesk when required
• Communicating with clients face to face and over the phone and email
• Using and learning internal systems (Connectwise and Kaseya)
• Skills transfer with internal support technicians

Job description

Cambridge Networks are a local IT support business providing a managed service of IT support to a growing client base.  Currently we are looking for a dynamic, motivated and focused individual to join our technical team to take on the day to day onsite support for our clients.  You will be joining a team of 6 technicians and will be one of two attending site on a daily basis installing systems and resolving issues with clients systems.  You will be acting as IT support and IT technician to our client base and will be seen as the perceived expert, advising, to the managing director and working with the helpdesk manager and other IT technicians within the team.

The successful candidate needs to have a proven track record of supporting and installing IT systems to a SME client base and able to show experience with time and resource management in a proactive way.

Experience within the SME IT environment is essential.  Ideally you will have worked for a similar proactive support business where root cause thinking is the norm rather than a break fix mentality.  You will be familiar to working to SLA’s and working in a proactive manner communicating with clients at every opportunity to keep them up to date as to what is happening/going to happen with their system whilst you are working on an issue.

You will be able to show during your interview how you added value to your previous places of employment and how you will add value to Cambridge Networks clients in the future.

Key skillsets

We are keen to meet with candidates who can show proven experience in supporting and resolving of issues within ………

Soft Skills required

• Can do attitude
• Excellent customer service skills
• Proactive thinker
• Good communicator
• Work well on own initiative and within a team
• Time management and project management skills
• Inquisitive and questioning nature to improvements
• Practical and hands on
• Able to work with systems and processes
• Assist with implementation of systems, processes and procedures

Technical Skills required

• Email systems (exchange 2003 – 2010) installation and support

• Understand how mail flow works from sending and receiving mail to and from a server on the internet
• Able to fault find a failing email system (internal and external)
  

• Understanding DNS

• Split DNS
• MX records
• CNAME
• A records
  

• Windows server systems (Windows 2000 – 2008)

• Best practice Installation and configuration
• Supporting Windows server issues
• Server hardware (Raid systems, Multi-processor systems, memory configurations) HP & Dell servers
• Remote Desktop Server (Terminal Services) installation and support
• Virtualisation technology (VMware, HyperV installation and supporting)
• Small Business Server (Windows 2003- 2011)
• Installation and setup
• Migration experience (from SBS 2003 to SBS 2008/2011 sbs) including SharePoint migrations
• Standard servers to SBS and SBS to Standard
• Fault finding and resolution of issues
  

• Local Area Networking – switching & Vlans

• Wide Area Networking – routing, load balancing, VPN’s, Port forwarding, Filtering, Metrics

• Routers

• Setup &configuration
• Diagnosis
• Understanding differences between Bridged/Half Bridge/ NAT/NO NAT
• (Draytek, Cisco, Billion)
  

• Firewalls

• Setup, configuration and diagnosis
• Understanding NAT
• Creation of rules
• Load balancing
• Failover  
• VPN’s (client to site and site to site)
• (Sonicwall, Draytek, Watch guard & Cisco)
• Multi Network setup and support
• Creation of site to site VPN’s
• Setup of domain controllers at each site

• Backup systems (installation and support)

• Proven working knowledge of current and historical backup technologies
• Understanding of backup and restore techniques
• Acronis, Symantec, Robocopy, Windows backup, Volume Shadow copy, NT Backup
• Storage devices
• Network attached storage
• iSCSI
  

• Anti Virus systems

• Sophos/AVG/Eset/Symantec/Mcafee
• Understanding as to exclusions and performance issues with AV systems
  

• Experience with Mail Filtering systems (internal and external)                
• Knowledge of SharePoint would be of benefit
• Knowledge of SQL would be of benefit
• 3rd party software would be of benefit
• Sage line 50 / 200

You will have worked within a similar role for at least 1-2 years and will have a proven track record in the improvements of a helpdesk environment.  

You will be looking for your next challenging career choice and will be looking to get your teeth into a new challenge.

Benefits

Holiday entitlement is 20 days per year excluding bank holidays

Tea/Coffee, Milk and squash is provided by the company

Working hours

Working hours are Monday through Friday 8:30 – 5:30 with 1 hour for lunch

Additional time may be required from the business and this would be covered within the successful candidate’s salary

Weekend working and out of hours is occasionally required and overtime is paid for during these times.

Explanation of system setup
Cambridge Networks use two main systems for the smooth running of their business:-

Connectwise

Connectwise is our managed helpdesk application where all calls are logged and dealt with.  The package is capable of CRM, Sales, Accounting, Time and Project management  and we are constantly adding to the system to make our lives easier

Kaseya

Kaseya is our managed remote monitoring system where we are able to monitor our clients systems remotely.  It also generates reports and has the ability to inventory our clients systems.  The main component of Kaseya is the scripting system that allows us to run scripts on clients systems remotely to fix issues and capture information