Senior Technical Consultant

** No Agencies **

**Senior Technical Consultant**

**About Central Technology**

CT is a forward-thinking IT support, Telecoms and Cloud service provider embarking on a journey to transition from a regional, single office business to a national, multi-location organisation.

Our mission is to be the UK’s leading business technology partner to the SME market AND to be the UK’s premier provider of cloud data solutions.

**Background**

As a Senior Technical Consultant, you will be responsible for providing support on a wide range of technical solutions for customers, including server infrastructures, network infrastructure, cloud, backup, DRaaS and telephony platforms.

You will be empowered to ensure the service desk continues to improve by providing technical support/mentoring, technical training and knowledge creation for specific issues requiring assistance from all the service desk team. You will technically assist the engineers through escalation to try to streamline technical needs of the service desk through support as well as assisting in creating a technical customer focused environment throughout the service desk to meet expected SLA and KPI levels of our customers.

You will work closely with customers, Service Desk Engineers along with the Service Desk Manager, Service Management team (where required) as well as other technical operations teams to ensure incidents are dealt with appropriately.

As a Senior Technical Consultant, you will be a technical escalation for the operational teams across the CT Group of offices.

You will be expected to carry out these works in a professional manner using technical knowledge and experience. You shall be aware that, at the time of contact, the customer may be in a critical system outage situation and calm, consultative communications are always required.

**Responsibilities**

The key duties and responsibilities of this position are as follows:

- Must have a strong understanding of DRaaS to effectively support disaster recovery operations, ensure rapid response to outages, and maintain business continuity through expert troubleshooting and system resilience.
- Have significant experience of the Microsoft Azure platform to effectively support cloud server environments, troubleshoot complex issues, and ensure reliable, secure, and optimized operations for enterprise workloads.
- Have a strong understanding and experience of backup services and solutions, preferably Veeam.
- Act as a technical escalation across CT Group supporting colleagues from offices throughout the UK.
- Provide advanced technical support for hardware, software, network, and system issues
- Diagnose and troubleshoot complex technical problems for end-users remotely and on-site
- Manage and prioritize a queue of service tickets, ensuring timely resolution of issues
- Monitor system performance and identify potential issues before they become critical
- Using data provided by the RMM tool to proactively identify issues and potential issues within the customer’s infrastructure as well as any recurring incidents (i.e.) Problems
- Collaborate with other IT team members to resolve escalated issues
- Lead and mentor junior IT help desk staff providing guidance and support for professional development
- Provide input on and help develop IT strategies and improvements to optimize operations
- Interface with 3rd party companies when required to assist in the resolution of customer incidents
- Maintain internal controls and procedures providing recommendations for improvements where applicable
- Deliver a clear level of ownership and understanding of assigned major incidents (P1)
- Create and contribute to RCA reports following an assigned major incident prior to being sent for internal technical review
- Part of an Out of Hours escalation once all other technical escalations have been used.

**Skills & Experience**
- Minimum 7 years’ experience within an IT help desk or technical support role
- DRaaS knowledge to effectively support disaster recovery operations
- Microsoft Azure experience to effectively support cloud environments
- Backup services and solutions experience - preferably Veeam
- Strong knowledge of computer hardware, software, networking, and operating systems
- Significant experience of the Microsoft 365 ecosystem
- Working knowledge of virtualisation - VMware and Hyper-V
- Ability to manage and prioritize multiple tasks and service tickets
- Excellent customer service and communication skills
- Relevant certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications
- Ability to work independently and collaboratively within a team environment
- Ability to conduct training sessions and create technical documentation
- Willingness to participate in after-hours support rotation
- Commitment to staying current with industry trends and continuous learning
- Leadership skills with experience in mentoring junior staff
- Familiarity with remote support tools and techni