Head of Ict

2 days ago

Liverpool, United Kingdom TribePost Full time

**Head of ICT - About the role**

This is a great opportunity to join our existing team within a well-established and reputable MSP based in Liverpool, Merseyside.

**Head of ICT - Key Responsibilities**:

- Managing and developing a growing IT team (currently 6 direct reports)
- Ensuring that services are connected in a timely manner and within defined SLAs.
- Providing technical support to customers in line with contractual agreements
- Review IT products and services with the leadership team that enable the company to win recurring revenue business.
- Provide sales team with pre-sales support, attend onsite or phone-based meetings with field sales staff
- Carry out site surveys for larger complex opportunities and provide written reports where required for the sales team and clients.
- Provide the Sales team with technical assistance in preparing proposals.
- Providing updates to Sales and Customers during the provisioning life cycle
- Respond to requests/issues/escalations identified by clients and work with the wider team to develop action plans and resolve issues.

**Administration**
- Internal Network and Infrastructure Administration
- Work to agreed protocols, practices and procedures when providing support to customers
- Attend Customer meetings as a technical consultant, as required, to assist colleagues to win business opportunities.
- Provide 3rd-line support to Curveball customers where required.
- Assist with the scoping and preparation of large customer proposals
- Proactively contacts customers with updates.

**General / Expectations**
- The service currently operates from 8 am to 5.30 pm, Monday to Friday. You will be required to work as directed within these hours according to the needs of the service and the business.
- To use and assist colleagues and customers in the use of information technology systems to carry out duties in the most efficient and effective manner.
- To achieve agreed service outcomes, outputs, and personal appraisal targets, as agreed by the line manager.
- To support company growth initiatives to grow IT recurring revenues.
- To implement the Equal Opportunities policy into daily activities wherever possible.
- 3rd line fault support, diagnosis and resolution experience
- Experience with Microsoft Office 365 and SharePoint Administration
- Experience with Cloud Virtualisation projects (Azure, RDS, AWS)
- Microsoft Windows OS Installation and Support experience
- Microsoft Server OS Installation and Support Experience
- Good Knowledge of fixed line (analogue, ISDN) and SIP solutions.
- In-depth understanding of Connectivity Solutions (DSL, FTTx, Ethernet, MPLS) including planning, configuration, and rollout
- Extensive Network support - (TCPIP/DNS/DHCP/VPN/VLAN/Firewall and Router configuration and management)
- Understanding of Phone system solutions including planning, configuration and rollout
- VOIP and SIP solutions
- Experience in programming, management and support across a number of phone system platforms
- Experience in network cabling, including planning, installation, and delivery of solutions.
- Recognised Project Management qualification
- Experience in the use of a CRM/ Job Ticketing system

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