Job opportunities with Cygnet IT

At Cygnet IT Services, we ensure we fully understand our customer's needs, technical knowledge and available resources so we can provide the best support possible. We are also proud to be a 'Community Interest Company' - CIC - which means we strive to support IT development for the benefit of everyone we work with.

If you'd like to become part of our dedicated, friendly team, get in touch today.

 

Job opportunities with Cygnet It

At Cygnet, we ensure we fully understand our customer's needs, technical knowledge and available resources so we can provide the best support possible. We are also proud to be a 'Community Interest Company' - CIC - which means we strive to support IT development for the benefit of everyone we work with.

If you'd like to become part of our dedicated, friendly team, get in touch today.

Cygnet It Services CIC currently have the following vacancies:

Job title: 3rd Line Support Engineer

Line manager: 3rd Line Project and Support Engineer

Responsible for: IT support and development and delivery of consultancy work for the Business and its customers.

Job summary

You will work closely with colleagues at all levels across the technical services team supporting service delivery and providing senior input and experience across support and projects. You are a final point of technical escalation for our support service and will help identify, develop and maintain services to enable Cygnet It Services to best serve it’s customers and improve procedures. You will help the team ensure that SLA’s are met. This is a highly technical role, you will have in-depth 3rd line knowledge across multiple technologies along with the experience and confidence to take on issues and find suitable resolutions. You will demonstrate good support and technical practice though communication, documentation, and team engagement.

Role and responsibilities:

• Gain and develop in-depth technical knowledge across all systems that make up our service portfolio.

• Provide pre-sales support, designing and specifying technical solutions to meet customer requirements.

• Undertake ad-hoc projects and consultancy work, this may also involve site visits and customer.

• Act as the final point of technical escalation for 1st and 2nd line teams.

• Identify business opportunities and deliver billable work to an agreed target.

• Help maintain and improve processes across system support and management.

• Help ensure all systems and services are pro-actively monitored, secure and fit for purpose.

• To ensure knowledge is documented and shared across the team.

• To help identify training needs and deliver in-house training to colleagues.

• To participate in the day-to-day delivery of Cygnet IT Services' Technical Services; staffing the Service Desk and answering customer support calls from time to time and when required.

• To be available out of office hours on an ad-hoc basis as required by business needs.

• To promote Cygnet IT's service portfolio to current and potential customers and ensure new business opportunities are discussed between senior managers and followed up where appropriate.

• To ensure all activities are undertaken in compliance policies and procedures.

• To undertake such other duties as may reasonably be required by your line manager.

Ideal Candidate will have:

• High level of technical skill and experience in an MSP environment.

• A pro-active approach to IT support and customer service.

• Ticket and SLA management experience.

• Excellent communication skills across all mediums (written, face-to-face & telephone).

• The ability to work under pressure, both independently and as part of a team.

• Technical experience covering:

- Windows workstation and server, including AD, Group Policy design and planning.

- Server Virtualisation using Hyper V.

- Microsoft WDS and MDT.

- Application packaging or automated installations.

- Enterprise/cloud anti-virus systems.

- Enterprise/cloud backup systems.

- Setup and administration of MS 365, Entra ID (Azure AD), Intune, AAD Connect, Autopilot etc.

- Office 365 Migration and Administration (Sharepoint, Teams, Exchange etc.)

- Google Workspace (Chrome Book’s, GAM etc.)

- IOS and MDM.

- RMM platforms for monitoring and automation (Datto RMM).

- Scripting using technologies such as batch files, PowerShell, VBS etc.

- Networking (DNS, DHCP, IP, VLANs, ACL’s, Routing, Firewalling, VPN’s etc.)

• Experience documenting technical procedures and system configurations.

• Be able to explain complex technical concepts in simple terms to peers, end-users, and customers.

• Desire to learn and develop your skills.

• Be able to maintain a high degree of customer service for all customer queries and interactions.

• A methodical and thorough approach to troubleshooting support requests and escalated issues.

Requirements:

• Min. 3 Years Experience working at a high technical level across multiple technologies in an MSP or other IT support provider.

• Positive can-do attitude.

• Passion for IT and problem solving.

• Valid driving licence and use of a vehicle day to day.

• Position is subject to enhanced DBS check.

Desirable skills:

• Experience of working with Multisite AD environments.

• MS Exchange On Prem.

• Microsoft SCCM.

• Experience of working with Cisco, HP Procurve, Aruba, Unifi or similar network equipment.

• Experience of using Autotask and Datto RMM.

• CCNA, VCP, and/or Microsoft certifications.

• Mobile device management technologies.

• Shared storage for virtual environments – iSCSI, NFS or FC SANs.

Salary band: The salary band for the position is 40k-45K; this is for guidance only.

To apply:

To apply for this post and submit your CV, please email recruitment@cygnet.it

 

MIS Support Consultant

Cygnet IT Services CIC provide MIS & IT support to schools.

We are currently seeking an MIS Support Consultant to join the MIS Support team, based in Wallington Surrey.

The successful candidate will provide comprehensive support to schools and assist in the day to day use of their Schools Management Information System.

To support schools with the ESS SIMS, Arbor and Bromcom software, resolving problems via a central help desk, liaising directly with school staff and working with schools to maximising their knowledge and use of their systems and running training sessions both online and in person.

The position is for an office-based role, based in Wallington but occasional travel will be required to school sites. The position offered is full time, (37.5 hours per week).

Duties will include:

• To fully support the use of MIS systems, (SIMS, Arbor, Bromcom), within customer sites.

• Helpdesk support for customers, via the phone and remote sessions resolving problems.

• To regularly monitor support calls and be pro-active in identifying common problem areas and potential means of resolution.

• Training staff in SIMS/Arbor/Bromcom usage and modules and preparing training documentation.

• Installing and upgrading software (where applicable).

• General advice and support to Senior Leadership Teams, Teachers and School Administrative staff in relation to supporting Management Information within the schools.

Qualities:

• Applicants should have previous experience of using either the SIMS, Arbor or Bromcom MIS software.

• Experience of working either within a school environment or within an IT system support environment.

• Secondary school experience including knowledge of course manager, exams or assessment manager would be an advantage, although full training will be provided to the successful applicant.

• Confidence in dealing with customers and ability to run customer training sessions.

• Willing to continually learn independently and develop your skills.

• Good communication skills and the ability to work within a team.

• Ability to take on responsibility when required.

• Experience of using versions of Windows and Microsoft products including, Word and Excel are essential.

• Applicants must hold a full driving licence and have access to a vehicle as travelling between sites will be required.

Salary:

Salary dependent on experience. Please contact us for further details.

To apply:

To apply for this post and submit your CV, please email recruitment@cygnet.it