IT’s about time…

...to love Mondays again...

"Great atmosphere, great people"

"Very professional and friendly place to work"

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WE'RE HIRING

Our employees are at the heart of delivering great customer service, and we look after each and every one of them.

 

The whole PAV team is built on a shared responsibility to be a accountable, open, helpful and friendly to create the working environment that makes our business so successful.

We are always looking for talented people as our business grows and more and more customers come on board from all over the UK. Being qualified is only part of what we're looking for - it's about your attitude, team spirit and determination to contribute to a growing business that will truly make you stand out.

Our current vacancies are listed below, but if you feel you have something unique to offer please send us your CV and tell us why you'd be a great addition to the PAV team.

Positions Available

  • Departmental Manager: Service Operations Manager
  • Department: IT - Technical Services
  • Reports To: Service Support Technician Team Leader

The role of Service Support Technician (Field based) is a highly customer facing role that delivers great customer service and technical support services to both our internal and external customers.

The support technician will work as part of a wider service support team alongside other technicians and will deal with a myriad of support calls that will be allocated to the technician by the Service Operations Manager. These tickets need to be prioritised and managed effectively within our IT Service Management tools and databases, with relevant and timely call updates and resolution details being fed back to the office based team.

The purpose of the role is to handle and manage customer demand on customer sites as effectively and efficiently as possible through documented process, procedure and in line with service level expectation.

Acting as an ambassador for PAV i.t services you will be working closely with our customers in supporting a myriad of technical questions, incidents, problems and changes.

You will be required to provide a multifaceted support service offering and delivering services such as service reporting, first time fix, root cause analysis, escalation to Technical Services Specialist personnel and service improvement initiatives.

The role of Service Support Technician (Field based) is a vital to our overall service support strategy and will require strict adherence to our service management policy, process and procedure. As a key member of the team you will be required to ensure our internal practices are as effective as possible and actively advise on service improvements wherever necessary.

Dimensions - Job Statistics

  • PAV i.t services are IT solutions provider with expertise in the design, implementation and support of complex IT infrastructures.
  • Supporting both internal and external customers (excess 150 clients)  Handling service support requests, incidents and changes.
  • Supporting a wide range of technologies from managed services to virtualisation to backup and recovery solutions.

Main Responsibilities

To ensure customer demand is managed as effectively and efficiently as possible through our IT Service desk function. This will involve day to day planning of site visits and prioritisation of client tickets, to maximise efficiency.

To be proactive and technically confident in managing areas of service support and escalating service issues to the Service Operations Manager and Technical Services Specialists wherever appropriate.

To be professional, courteous and respectful in managing customer service and delivery.

To work within a team of Service Support Technicians in managing and supporting customer service engagements.

Sharing experience, support call investigation, resolution, challenges and success with your colleagues and Service Operations Manager.

To take pride in the services you deliver and the reputation of PAV i.t support services.

To follow service management policy, procedure and where required develop our support documentation, knowledge base and processes.

To take ownership in logging all service requests within our support desk management tools and ensure service level expectation in managed effectively in relation to priority (impact and urgency). This includes tickets that have been raised whilst on site & dealt with in situ.

To work closely with our Technical Services Specialists in support call escalation, root cause analysis and resolution completion.

Where required access customer documentation, systems and services to investigate service incidents and problems in line with PAV i.t services policy and procedure as defined within the staff handbook.

Raise deficiencies in process and procedure with line manager as soon practicably possible.

Job Context

You will have experience and exposure in the following;

  • Customer facing experience in the delivery and support of IT support services.
  • Working with and supporting different size organisations and customers with varying degrees of technical skill and ability.
  • Experience of using IT service management support tools preferably with experience in SharePoint and AutoTask.

Knowledge of ITIL best practice such as Incident, problem, change

We are looking for an ambitious Service Support Technician (SST –Server Infrastructure Level 1) to work within our busy customer facing and ITIL aligned IT Service Desk Support Team.

Reporting to the Service Operation Manager (SOM), the role of Service Support Technician ensures our IT service desk function is effective and efficient in delivering great technical support and service to our customers.

The successful candidate will be required to:
  • Work closely with our customers, Technical Service Specialists (TSS – Level 2) and Technical Consultants (TC – Level 3) in supporting a myriad of incidents, service requests, problems and change requests.
  • Provide a multi-functional hands-on support service in achieving high levels of first time fix.
  • Undertake ad-hoc project work and service improvement initiatives where required.

This exciting service desk support role is vital to our overall IT service strategy in ensuring customer demand is recorded, categorised, prioritised and tracked effectively within our IT service management tools and databases.

The Service Support Technician role offers excellent accelerated career development opportunity along with great exposure to leading technologies, tools and techniques such as:

  • Cloud based services (DCaaS, IaaS, PaaS).
  • Project Management (Prince2).
  • ITIL aligned process and procedure.
  • Data Management products.
  • Virtualisation (Desktop, Server, Network and Storage).
Desired Skills & Experience

You will have experience in supporting a busy IT service desk with varying degrees of customer technical ability and be confident in delivering (end user) customer service, support and advice.

Experience of vendors and technologies such as;

  • Microsoft PC, Server, Windows, OS, XP, 7, 8, Office, Exchange, Active Directory.
  • Networking – LAN, firewalls, routing, switching
  • CommVault, Cisco, EMC, VMware and Citrix

are highly desirable as is accreditation or experience ITIL best practice.

Our Service Desk Support Team operates between 08:00 – 18:00 Monday to Saturday,  and 10:00 – 16:00 on Sunday. The successful candidate must be flexible with regard to working hours and be able to work as part of a shift rota.

To apply for this position, please complete the form below...

We are looking for experienced Level 2 Technical Services Specialists (TSS)to ensure we meet our contractual managed support services, installation, configuration, maintenance and overall service delivery objectives.

Working within our level 2 TSS function, you will be actively engaged in both support and project based engagements. Our technical services specialists represent a very important link between our Service Support Technicians (Level 1) and Technical Consultants (Level 3). This unique position creates a diverse and extremely interesting role that involves technical service engagement through our business as usual support activities, onsite customer engagements, consultancy, workshop and project deliveries.

As a Technical Services Specialist, you will possess a wide range of technical hands-on skill and experience in a number of our core service and technology areas such as desktop, server, network, security and storage technologies, these include:

  • Microsoft (AD, Server, Exchange).
  • VMware / Citrix.
  • Network / Storage (Cisco, Fortinet, EMC, Dell, NetApp).
  • Backup/Recovery (CommVault, Veeam, BackupExec).

As a Technical Services Specialist, you will be a vital escalation point for our Service Support Technicians (level 1) and as such will be required to ensure our customer technical documentation, process and procedure is fit for purpose in reflecting our customer's infrastructure fully.

Due to the nature of the role our Technical Services Specialists will be required to work very closely with our Technical Consultants and Account Managers in technical design, planning and delivery, and may require you to visit our customer sites. Typical customer premise engagements will involve work schedules such as systems health checks, software/ hardware patching, Infrastructure upgrades and consultancy based work engagements.

As a specialist, you will have number of highly specialised skills that will need to be shared throughout the wider team, thus ensuring we are free from single person dependencies and process deficiencies.

Our specialist team are also responsible for integrity and maintenance of our internal infrastructure, managed / cloud based services and ensure non-negotiable tasks such as patching, performance, security and capacity planning activates are performed appropriately.

Desired Skills & Experience

Working with a technical team, you will display a professional and a courteous nature in managing customer service, expectation and delivery. You will take pride in the services you deliver and the reputation of PAV i.t services, and assist in generating an environment of continual service improvement, growth, innovation, initiative along with a "can do" attitude.

Level 2 experience to include:

Experience in installation and support of Microsoft windows infrastructure including windows server, active directory, exchange, WSUS and SQL, in both physical and virtual environments

  • Good network experience with exposure to Cisco, HP or 3Com networking products.
  • Citrix and VMware exposure essential (ideally VCP)
  • Experience of storage systems/services
To apply for this position, please complete the form below...

The role of Technical Consultant is to facilitate the effective execution of our pre-sales, best practice, technology strategy, design, delivery and operational support services (including level 3) covering technical areas such as:

  • Microsoft (AD, Server, Exchange).
  • VMware / Citrix.
  • Network / Storage (Cisco, Fortinet, EMC, Dell, NetApp).
  • Backup/Recovery (CommVault, Veeam, BackupExec).

Our Technical Consultants are our most skilled and experienced resources, and as such will be seen as leaders and experts in the field of desktop, server, network, storage, backup/recovery and security technologies.

Working closely with our account management team, the technical consultant will be involved heavily in technical pre-sales, design workshops, customer technology appraisals, solution recommendations and deployment activities.

As a consultant, you will be responsible for the submission and delivery of our technical design proposals, solution SWOT analysis and associated project planning. Technical consultants will act as our quality assurance (QA) function to ensure all technology designs and solutions are fit for purpose and aligned to our customer's requirements.

Our technical consultants will be engaged and gain experience in the delivery of products and services such as :

  • Infrastructure transformation programmes and upgrades.
  • Cloud based services (DCaaS, VaaS, IaaS, PaaS).
  • Project management (Prince2).
  • ITIL aligned service support (Level 3 incident and problem management).
  • Data management products and services. (BCP/DR, Archiving, de-duplication, vaulting).
  • Virtualisation (Desktop, Server, Network and Storage).
Desired Skills & Experience

Experience of designing and implementing IT infrastructure, great customer service and good problem solving / investigation skill will be key to the success of the role:

The role requires:

  • Experience in installation and support of Microsoft windows infrastructure including windows server, active directory, exchange and SQL, in both physical and virtual environments
  • Sound routing and WAN skills, with exposure to Cisco, HP or 3Com networking products.
  • VMware exposure essential (ideally VCP) – Citrix experience desirable.
  • Experience of storage systems/services including any of the following is desirable but not essential – EMC (VNX / VNXe), NetApp, Dell Equallogic
  • Knowledge in messaging systems, antivirus platforms, email gateways and IT security products.

Organised and disciplined, with confident customer-facing skills, the candidate will have experience of working as part of a team, along with excellent presentation skill. Strong written and spoken skills are essential, and you must have the ability to express technical concepts clearly and concisely.

To apply for this position, please complete the form below...

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