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Managed Services Consultant / 1st and 2nd Line Support

West Midlands
£18000 - £20000 per annum

Job Title: Managed Services Consultant

Location: Coventry

Salary: £18,000 – £20,000

Job type: Permanent, Full time

Do you want to be part of something great? Come join the team! They live by three words: Fun, Freedom, and Flexibility. They like to have fun at work with events organised by employees such as; team nights out, golf tournaments, summer sports event, fancy dress days and charity days to serve their community. They provide an environment for flexibility throughout the day to maintain great work/life balance and foster freedom at work by providing a collaborative atmosphere for employees to exercise their own individual thinking. They strive to provide training and a development plan to help employees to become the very best that they can be and to create an exciting career path.

Did you ever wonder how a box shows up at your door after you buy it online? From the warehouse, to the store, from Amazon to your front door, they handle the business documents required to move that box.

Who is the company?

The company is a global provider of trading partner connectivity and integration solutions with more than 350 employees working in offices throughout Europe and the United States. Their solution connects businesses together through a powerful trading partner platform powered by market-leading, cloud-based EDI technology, applied in a simple and robust solution.

Over the past 5 years, the company has grown exponentially in Europe and the United States through the provision of their customer centric market leading service. As a fast growing technology business with an expanding global customer base, they are looking to continue their growth by recruiting talented professionals who are eager to develop their skills within a friendly and motivational work environment.

Where are they?

Their Coventry office is located within the Westwood Business Park, in Canley. There is free on-site parking, and they are within walking distance of the Tile Hill railway station.

The Role:

They are currently looking for a Managed Services Consultant to join their team based in Coventry. This is an exciting opportunity to join a growing and successful organisation that are looking to train and develop the right individual. You will have the opportunity to learn how the business works as well as getting involved in project work and interacting with customers.

Initially you will work very closely with the existing team of 13 as well as the Managed Service Manager and VP. To be successful in this role you will need to gain a full understanding of the business and the service they provide.

The Managed Services Consultant will be responsible for providing support to all of the Company’ s customers, you will provide 1st and 2nd line support to all users and therefore it is highly important that excellent interpersonal skills are combined with a methodical approach. You will log all calls and emails via the online service desk system and then investigate any problems using the skills that you will have learnt. You will escalate any issues that you are unable to be resolve to the Managed Service Manager or the development team.

The key to the success of this role will be the ability to communicate effectively with users of varying technical abilities. It is fundamental that all of their customers are able to use the systems fully and efficiently, you will need to use your knowledge to support users and ensure confidence with the systems.

The Managed Services Consultant will also have the opportunity to be involved in project work alongside normal Analyst duties. When an existing customer requires the set up of a new trading partner, the support team will configure the system and add the appropriate information.

Key Duties:

  • Answer phone calls, emails and cases
  • Ensure all live hubs are actively monitored and any issues resolved quickly
  • Work in a timely manner and adhere to all SLAs set within cases
  • Prioritise workload
  • Keep their customers happy

The Candidate:

The successful candidate will be eager to learn new skills and demonstrate the following:

  • Excellent communication skills
  • Ability to manage your own time and prioritise tasks
  • Enjoy working in as part of a team
  • Methodical and analytical approach to problem solving
  • Willingness to learn
  • Any experience in a customer services environment would also be of benefit

They are looking for motivated candidates who are looking to progress within the company and develop themselves professionally. There is the opportunity within the business to move into other teams and further your career should you demonstrate the capability and enthusiasm.

They offer the following:

  • Competitive salary
  • 5 hours per week
  • Life Assurance
  • Long Term Sickness Cover
  • BUPA
  • Pension
  • 25 days holiday
  • Free on-site parking

Please click on the APPLY button to send your CV and Cover Letter for this role.

Candidates with the relevant experience or job titles of; Managed Services Advisor, Technical Customer Service Advisor1st Line Technical Support, IT Technician, 1st Line Helpdesk Engineer, IT Support Technician, 1st Line Support Engineer, 1st Line Support Technician, Technical Support, IT Support, IT Systems Support, IT Customer Support Advisor, 2nd Line Support Engineer, 2nd Line Technician, 2nd Line Support may also be considered for this role.