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 Description
Job Title: IT Support Technician
Reporting Manager:
Service Delivery Manager
Responsible For:
Providing on-site, face-to-face support to customers, representing the company, and helping to maintaining relationships.
When not out in the field, you will be part of our remote support team working from the service desk.
Place of Work:
Based at our office when not working at customer sites.
Job Summary:
As a 2nd line technician, you will provide high-quality and effective face-to-face and remote IT support to customers. A broad range of technical skills, along with excellent verbal and written communications skills, are required to ensure customers and colleagues remain informed.
You will spend a lot of time as a dedicated field engineer, face to face with customers, providing support and ultimately managing customer expectations. You may have assigned customer sites that you visit regularly on a recurring schedule. You are also required to visit other customer sites on an ad-hoc basis, when not in the field you are based in our office working as part of the remote service desk team. You are required to work on your own at times and as part of a team at others.
You are expected to manage your time effectively, ensuring that support tickets and service desk queues are managed efficiently and within Service Level Agreements. Working with due care and attention to client documentation, defined business processes and customer expectations.
You will help ensure that all support requests are logged, managed, and resolved showing understanding of the customer impact and keeping them informed. You will engage with colleagues or escalate issues, where necessary, to ensure resolutions are suitable and timely.
As a member of the Technical Team you are expected to build-up and maintain a good level of knowledge across our services and customer systems. You will demonstrate this when dealing with support and consultancy work.
You are part of a team dedicated to supporting our customers, you are expected to engage in team discussions, input into the development of ideas and assist in identifying and improving internal processes and documentation.
Roles and Responsibilities:
* To provide quality, timely and knowledgeable support to customers. Installing, managing, and supporting networks, hardware and software.
* To maintain a good relationship with assigned customers, representing Cygnet positively and with integrity.
* To monitor tickets for assigned customers while on-site, re-assign or action to help meet SLAs.
* To be pro-active in identifying and undertaking preventative maintenance across customer systems.
* To maintain a working, up to date knowledge of systems such as, Google Workspace, Mobile and Windows server/desktop operating systems.
* To ensure all work is accurately recorded through the Service Desk following defined procedures.
* To ensure customers remain well informed with timely, relevant, and concise feedback.
* To prioritise your workload, managing business and customer expectations.
* To maintain a good working understanding and use of support tools, such as, the PSA/Service Desk & RMM.
* To assist in the design, development, and documentation of Cygnet s technical services.
* Create and maintain customer documentation and internal procedure guides/Knowledge base articles.
* Must be able to withstand continuous pressure, especially at busy times.
* Must have the ability to work unsupervised and to manage time and workload effectively, ensuring tasks are completed in a timely and efficient manner.
* Provide cover for duties currently undertaken by other members of the team.
* To attended regular meetings with your team and reporting manager.
* To help create a friendly support team that is respected and trusted by customers.
* To be pro-active in suggesting new opportunities and developments for the business.
* To promote Cygnet s service portfolio to current and potential customers and ensure new business opportunities are communicated to senior managers.
* Procedures for best practice and security must be maintained and adhered to, as given by the reporting manager.
* To ensure all activities are undertaken in compliance with HR, Health and Safety, equal opportunities and any other policies and procedures that are provided.
* To undertake such other duties as may reasonably be required by your reporting manager.
Academic Qualifications:
3 GCSEs and/or NVQs and/or City and Guilds or relevant experience
Other Qualifications:
Must have a car and valid driving licence to commute between customer sites (local travel)
Position is subject to Enhanced DBS check
Experience:
Minimum of 2 years 1st or 2nd line with face-to-face support experience. Experience in Schools/Education (preferred) Technical
* Basic networking (IP, Switching, WiFi, DNS, DHCP etc.) * Windows Server (AD, GPO s Etc.) and Workstation administration
* Installing and managing printers
* Supporting interactive display screens
* Google Workspace and Chrome OS * Apple School Manager and iPad Support (preferred)
* Autotask and Datto RMM (preferred)
Personal Qualities:
Approachable, ability to communicate at all levels. Be a team player, high levels of commitment. Must be able to gain respect and trust across peers and customers. Self-motivated, with time management skills. Good analytical and problem-solving skills. Must be able to travel locally.
Salary Band:
For guidance the salary band for the position is 30k-32k.
For a full job description and to apply, email recruitment@cygnet.it
***************
Job Description
Job Title:
Senior IT Technician (2nd Line)
Reporting Manager:
Service Delivery Manager
Responsible For:
Providing support to our customers in daily operational incidents and project work, and to other members of the Tech Team. This is predominantly an office-based role although travel to customer sites will be required. Input into developing our processes and documentation for service improvement.
Place of Work
Based at our office, in Wallington (may occasionally need to go to customer sites)
Job Summary
As a 2nd line technician, you will provide high quality and effective IT support to customers. A broad range of technical skills, along with excellent verbal and written communications skills, are required to ensure customers and colleagues remain informed.
You will provide support and ultimately manage customer expectations. You are expected to manage your time effectively, ensuring that support tickets and service desk queues are managed efficiently and within Service Level Agreements. Working with due care and attention to client documentation, defined business processes and customer expectations.
You will help ensure that all support requests are logged, managed, and resolved showing understanding of the customer impact and keeping them informed. You will engage with colleagues or escalate issues, where necessary, to ensure resolutions are suitable and timely.
As a senior engineer, you are expected to build-up and maintain a expert level of knowledge across our services and customer systems. You will demonstrate this when dealing with support and consultancy work.
As a member of our wider team, you are expected to provide high level technical expertise and guidance, focused on supporting our customers and your colleagues, you are expected to engage in team discussions, input into the development of ideas and assist in identifying and improving internal processes and documentation.
Roles and Responsibilities
* To provide quality, timely and knowledgeable support to customers.
* To install, manage and support networks, hardware and software.
* To maintain a good relationship with assigned customers, representing Cygnet positively and with integrity.
* To monitor tickets to action or re-assign to help meet SLAs.
* To be pro-active in identifying and undertaking preventative maintenance where appropriate.
* To maintain a working, up to date knowledge of systems such as, Google Workspace, Mobile/Cloud and Windows server/desktop operating systems.
* To ensure all work is accurately recorded through the Service Desk following defined procedures.
* To ensure customers remain well informed with timely, relevant, and concise feedback.
* To prioritise your workload, managing business and customer expectations.
* To maintain a good working understanding and use of support tools, such as, the PSA/Service Desk & RMM.
* To assist in the design, development, and documentation of Cygnet's technical services.
* Create and maintain customer documentation and internal procedure guides/Knowledge base articles.
* Must be able to reliably work under pressure while managing customer expectations and other stakeholders professionally.
* Must have the ability to work unsupervised and to manage time and workload effectively, ensuring tasks are completed in a timely and efficient manner.
* Provide cover for duties currently undertaken by other members of the team.
* To attended regular meetings with your team and reporting manager.
* To help create a friendly support team that is respected and trusted by customers.
* To be pro-active in suggesting new opportunities and developments for the business.
* To promote Cygnet's service portfolio to current and potential customers and ensure new business opportunities are communicated to senior managers.
* Procedures for best practice and security must be maintained and adhered to, as given by the reporting manager.
* To ensure all activities are undertaken in compliance with HR, Health and Safety, equal opportunities and any other policies and procedures that are provided.
* To be involved and drive through project work.
* To impart your knowledge and experience, assisting in the training and development of Junior team members.
* To undertake such other duties as may reasonably be required by your reporting manager.
Academic Qualifications:
Educated to A-Level standard or equivalent and relevant experience
Other Qualifications:
Must have a car and valid driving license to commute between customer sites (local travel)
Position is subject to Enhanced DBS check
Experience:
Minimum of 2 years 2nd line support experience in a multi customer SLA backed environment, such as an IT MSP.
Technical
* Networking (IP, Switching, WiFi, DNS, DHCP, Cisco and/or UniFi)
* Windows Server (AD, GPO s Etc.) and Workstation administration, configuration and troubleshooting
* Installing and managing printers
* Supporting interactive display screens
* Google Workspace and Chrome OS
* Apple School Manager and iPad Support (preferred)
* Autotask and Datto RMM (preferred)
* Microsoft 365, Azure, Entra and Intune Management
* Automation experience
* Firewall policies
* Project experience
Personal Qualities:
Approachable, ability to communicate at all levels. Be a team player, high levels of commitment.
Must be able to gain respect and trust across peers and customers. Self-motivated, with time management skills.
Good analytical and problem-solving skills.
Must be able to travel locally.
Salary Band:
For guidance the salary band for the position is 35k-37k.
Job Title: IT Support Technician
Reporting Manager:
Service Delivery Manager
Responsible For:
Providing on-site, face-to-face support to customers, representing the company, and helping to maintaining relationships.
When not out in the field, you will be part of our remote support team working from the service desk.
Place of Work:
Based at our office when not working at customer sites.
Job Summary:
As a 2nd line technician, you will provide high-quality and effective face-to-face and remote IT support to customers. A broad range of technical skills, along with excellent verbal and written communications skills, are required to ensure customers and colleagues remain informed.
You will spend a lot of time as a dedicated field engineer, face to face with customers, providing support and ultimately managing customer expectations. You may have assigned customer sites that you visit regularly on a recurring schedule. You are also required to visit other customer sites on an ad-hoc basis, when not in the field you are based in our office working as part of the remote service desk team. You are required to work on your own at times and as part of a team at others.
You are expected to manage your time effectively, ensuring that support tickets and service desk queues are managed efficiently and within Service Level Agreements. Working with due care and attention to client documentation, defined business processes and customer expectations.
You will help ensure that all support requests are logged, managed, and resolved showing understanding of the customer impact and keeping them informed. You will engage with colleagues or escalate issues, where necessary, to ensure resolutions are suitable and timely.
As a member of the Technical Team you are expected to build-up and maintain a good level of knowledge across our services and customer systems. You will demonstrate this when dealing with support and consultancy work.
You are part of a team dedicated to supporting our customers, you are expected to engage in team discussions, input into the development of ideas and assist in identifying and improving internal processes and documentation.
Roles and Responsibilities:
* To provide quality, timely and knowledgeable support to customers. Installing, managing, and supporting networks, hardware and software.
* To maintain a good relationship with assigned customers, representing Cygnet positively and with integrity.
* To monitor tickets for assigned customers while on-site, re-assign or action to help meet SLAs.
* To be pro-active in identifying and undertaking preventative maintenance across customer systems.
* To maintain a working, up to date knowledge of systems such as, Google Workspace, Mobile and Windows server/desktop operating systems.
* To ensure all work is accurately recorded through the Service Desk following defined procedures.
* To ensure customers remain well informed with timely, relevant, and concise feedback.
* To prioritise your workload, managing business and customer expectations.
* To maintain a good working understanding and use of support tools, such as, the PSA/Service Desk & RMM.
* To assist in the design, development, and documentation of Cygnet s technical services.
* Create and maintain customer documentation and internal procedure guides/Knowledge base articles.
* Must be able to withstand continuous pressure, especially at busy times.
* Must have the ability to work unsupervised and to manage time and workload effectively, ensuring tasks are completed in a timely and efficient manner.
* Provide cover for duties currently undertaken by other members of the team.
* To attended regular meetings with your team and reporting manager.
* To help create a friendly support team that is respected and trusted by customers.
* To be pro-active in suggesting new opportunities and developments for the business.
* To promote Cygnet s service portfolio to current and potential customers and ensure new business opportunities are communicated to senior managers.
* Procedures for best practice and security must be maintained and adhered to, as given by the reporting manager.
* To ensure all activities are undertaken in compliance with HR, Health and Safety, equal opportunities and any other policies and procedures that are provided.
* To undertake such other duties as may reasonably be required by your reporting manager.
Academic Qualifications:
3 GCSEs and/or NVQs and/or City and Guilds or relevant experience
Other Qualifications:
Must have a car and valid driving licence to commute between customer sites (local travel)
Position is subject to Enhanced DBS check
Experience:
Minimum of 2 years 1st or 2nd line with face-to-face support experience. Experience in Schools/Education (preferred) Technical
* Basic networking (IP, Switching, WiFi, DNS, DHCP etc.) * Windows Server (AD, GPO s Etc.) and Workstation administration
* Installing and managing printers
* Supporting interactive display screens
* Google Workspace and Chrome OS * Apple School Manager and iPad Support (preferred)
* Autotask and Datto RMM (preferred)
Personal Qualities:
Approachable, ability to communicate at all levels. Be a team player, high levels of commitment. Must be able to gain respect and trust across peers and customers. Self-motivated, with time management skills. Good analytical and problem-solving skills. Must be able to travel locally.
Salary Band:
For guidance the salary band for the position is 30k-32k.
For a full job description and to apply, email recruitment@cygnet.it
***************
Job Description
Job Title:
Senior IT Technician (2nd Line)
Reporting Manager:
Service Delivery Manager
Responsible For:
Providing support to our customers in daily operational incidents and project work, and to other members of the Tech Team. This is predominantly an office-based role although travel to customer sites will be required. Input into developing our processes and documentation for service improvement.
Place of Work
Based at our office, in Wallington (may occasionally need to go to customer sites)
Job Summary
As a 2nd line technician, you will provide high quality and effective IT support to customers. A broad range of technical skills, along with excellent verbal and written communications skills, are required to ensure customers and colleagues remain informed.
You will provide support and ultimately manage customer expectations. You are expected to manage your time effectively, ensuring that support tickets and service desk queues are managed efficiently and within Service Level Agreements. Working with due care and attention to client documentation, defined business processes and customer expectations.
You will help ensure that all support requests are logged, managed, and resolved showing understanding of the customer impact and keeping them informed. You will engage with colleagues or escalate issues, where necessary, to ensure resolutions are suitable and timely.
As a senior engineer, you are expected to build-up and maintain a expert level of knowledge across our services and customer systems. You will demonstrate this when dealing with support and consultancy work.
As a member of our wider team, you are expected to provide high level technical expertise and guidance, focused on supporting our customers and your colleagues, you are expected to engage in team discussions, input into the development of ideas and assist in identifying and improving internal processes and documentation.
Roles and Responsibilities
* To provide quality, timely and knowledgeable support to customers.
* To install, manage and support networks, hardware and software.
* To maintain a good relationship with assigned customers, representing Cygnet positively and with integrity.
* To monitor tickets to action or re-assign to help meet SLAs.
* To be pro-active in identifying and undertaking preventative maintenance where appropriate.
* To maintain a working, up to date knowledge of systems such as, Google Workspace, Mobile/Cloud and Windows server/desktop operating systems.
* To ensure all work is accurately recorded through the Service Desk following defined procedures.
* To ensure customers remain well informed with timely, relevant, and concise feedback.
* To prioritise your workload, managing business and customer expectations.
* To maintain a good working understanding and use of support tools, such as, the PSA/Service Desk & RMM.
* To assist in the design, development, and documentation of Cygnet's technical services.
* Create and maintain customer documentation and internal procedure guides/Knowledge base articles.
* Must be able to reliably work under pressure while managing customer expectations and other stakeholders professionally.
* Must have the ability to work unsupervised and to manage time and workload effectively, ensuring tasks are completed in a timely and efficient manner.
* Provide cover for duties currently undertaken by other members of the team.
* To attended regular meetings with your team and reporting manager.
* To help create a friendly support team that is respected and trusted by customers.
* To be pro-active in suggesting new opportunities and developments for the business.
* To promote Cygnet's service portfolio to current and potential customers and ensure new business opportunities are communicated to senior managers.
* Procedures for best practice and security must be maintained and adhered to, as given by the reporting manager.
* To ensure all activities are undertaken in compliance with HR, Health and Safety, equal opportunities and any other policies and procedures that are provided.
* To be involved and drive through project work.
* To impart your knowledge and experience, assisting in the training and development of Junior team members.
* To undertake such other duties as may reasonably be required by your reporting manager.
Academic Qualifications:
Educated to A-Level standard or equivalent and relevant experience
Other Qualifications:
Must have a car and valid driving license to commute between customer sites (local travel)
Position is subject to Enhanced DBS check
Experience:
Minimum of 2 years 2nd line support experience in a multi customer SLA backed environment, such as an IT MSP.
Technical
* Networking (IP, Switching, WiFi, DNS, DHCP, Cisco and/or UniFi)
* Windows Server (AD, GPO s Etc.) and Workstation administration, configuration and troubleshooting
* Installing and managing printers
* Supporting interactive display screens
* Google Workspace and Chrome OS
* Apple School Manager and iPad Support (preferred)
* Autotask and Datto RMM (preferred)
* Microsoft 365, Azure, Entra and Intune Management
* Automation experience
* Firewall policies
* Project experience
Personal Qualities:
Approachable, ability to communicate at all levels. Be a team player, high levels of commitment.
Must be able to gain respect and trust across peers and customers. Self-motivated, with time management skills.
Good analytical and problem-solving skills.
Must be able to travel locally.
Salary Band:
For guidance the salary band for the position is 35k-37k.
