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Level 2 IT Support Engineer    - we’ve hired but thanks for looking

Astaris is a leading managed IT services and network support provider based at Shoreham Airport. Our clients range from SME’s in the South, to much larger clients based in London, and a far a field as Wales and Nottingham.

As a business we are committed to delivering exceptional customer service and the successful candidate must understand the importance of customer-oriented, proactive and responsive support services.

We have a great team, we have fun, laugh lots, love a challenge and all genuinely look forward to coming to work. We all share a common goal and that is to provide our customers with honest, workable, collaborative solutions.

Astaris is a fast growing business and we are ready to expand our technical team by employing a Level 2 engineer.

About you

  • As a Level 2 IT Support engineer you will have 4+ years experience in a desktop / network support role, ideally in a managed IT services business.
  • You will provide high level IT support to all of our clients.
  • You will be a great communicator and have the ability to communicate on all levels, from end users to directors etc.
  • You will love troubleshooting and solving problems and seeing a project through from ticket creation to satisfactory completion.
  • You will be used to working proactively in a fast paced, self motivating environment.
  • You are a great team player with the ability to work autonomously.
  • You will deliver value to the clients by helping them get the most out of their IT infrastructure.

Job responsibilities

  • Strong technical troubleshooting skills, perseverance and patience.
  • Provide Second-level support to all Astaris customers.
  • Remote/desk side support of desktops, laptops, peripherals (including Network Printers),
  • Software/hardware support, installation and troubleshooting
  • Configure routers and access points to customer specification
  • Support of numerous business applications including , Windows 7 / Server 2008 & later, Exchange Office 2007+ and O365
  • Planning workload to meet SLAs.
  • Take technical escalations from first level support ranging from desktop support to network troubleshooting.
  • Answer difficult technical questions, solve technical problems and suggest appropriate workarounds.
  • Utilize / analyse network performance monitoring tools.
  • Respond promptly to customer support issues while keeping detailed case notes.
  • Manage customer expectations and experience to deliver high customer satisfaction and increase retention.
  • Go the extra mile to follow-up with customers, ensuring issues are resolved and customers are satisfied.
  • Manage escalated issues and collaborate with other internal departments to expedite resolution.
  • Regularly achieve and exceed service level agreements and quality/customer satisfaction targets.
  • Network installations (TCP/IP),  support and usage
  • Create, maintain and improve processes and procedures for diagnosing and resolving IT issues.
  • Communicating with internal and external based people efficiently and effectively
  • Client onsite support
  • Backup/Restores
  • Configuration of Cisco routers & switches
  • Configuring, updating and supporting VOIP solutions
  • Excellent on time and attendance record.
  • Self-motivated with the ability to dive right in, be effective and make a difference.
  • Driver with access to own vehicle

 

Technical Experience

  • Experienced in VOIP technology including SIP, RTP, QoS & deployments.
  • Expert in advanced network troubleshooting and terminology including LAN/WAN, Routers, Firewalls, Switches, PBX deployment, TCP/IP (IPv4), DNS, xDSL setup and troubleshooting.
  • Networking, IT or telecommunications certification is a plus - Cisco CCNA or equivalent is desirable. Experience with WLR3 would also be helpful.
  • Experience configuring, updating and supporting cloud hosted VOIP solutions in a multi-location environment.
  • Experience configuring switches / routers
  • Microsoft - Server 2008 - 2016 (AD,DNS,DHCP,Group Policies), Exchange 2007, Exchange 2010, Windows 7 & 10.
  • Cloud: desirable: Meraki, MimeCast, Google Apps / GSuite
  • Cisco - Switches, Routers

In return for your commitment, you will receive a competitive salary with no restrictions on growth, 28 days holiday (including bank holidays), a pension contribution (after a qualifying period), free car parking, and a strong commitment to your ongoing professional development.  You will be joining a happy, loyal, hard working team, with entrepreneurial flair and dedication to making the business grow.

Job Location

Shoreham By Sea, West Sussex

Required licence

Full UK Driving License (clean)

Hours of work

40 hours per week - 9 - 5pm initially
May go to shift patterns: 08:00 to 16:00, 09:00 to 17:00, 10:00 to 18:00

Salary

Negotiable - dependent on experience

To apply please email sacha@astaris.co.uk with introduction and CV

 

 

Apprentice IT Support Engineer

We are a thriving IT Support business based in Shoreham by Sea, providing Managed IT Services to SME’s predominantly in the South. We are now seeking an enthusiastic IT apprentice to join our engineering team via New Horizons Level 3 IT training apprenticeship programme.

Upon completion on the year apprenticeship you will be gain a full Level 3 Apprenticeship award as well as vendor certifications from CompTIA and Microsoft, accredited by City & Guilds.

The IT programme is designed to turn problem-solvers into skilled PC engineers, network technicians and IT support gurus.

Entry criteria is 5 GCSEs (C and above) or equivalent including Maths and English. You need to be a competent driver with access to a vehicle.

We are looking for an apprentice who has a passion for IT and technology and wanting to start an IT career.  You will be committed, hard working and have a strong work ethic.  You will be a good communicator and have a personable and outgoing personality.

The main purpose of the apprenticeship will be to support the Engineering Team in carrying out their day to day duties and to provide 1st Line Support (progressing to 2nd line) to the clients on a daily basis.  To accompany the ‘engineering team’ on site-visits and when you have gained sufficient skills, visit sites alone.

In conjunction with the remote training programme we aim to train you in the following areas:

  • Answer incoming calls
  • Taking down accurate information notes, including name, telephone number, company and reason for call
  • Awareness of your surroundings and activities of your co workers so that you can identify team needs and actively participate/volunteer
  • Raising tickets with detailed information regarding the customer query and assign to relevant engineer/person
  • Taking accurate study notes that can be referred to and followed without reference to a senior if necessary
  • Learn/progress to desktop setup and configuration
  • Learn/progress to remote/desk side support of desktops, laptops, peripherals (including Network Printers),
  • Learn/progress to network installations (TCP/IP),  support and usage
  • Learn/progress to software/hardware support, installation and troubleshooting
  • Learn/progress to configuration of routers and access points to customer specification
  • Familiarising self and learn business applications including , Windows XP / Vista / W7 / Server 2003/2008, Exchange 2003 / 2007 and Office 2003+
  • Progression to analysing problems, finding solutions and implementation
  • Learning how to plan workload
  • Communicating with internal and external based people efficiently and effectively
  • Client onsite support
  • Learning about backup/restores
  • Building knowledge base for Cisco routers & switches, Macs and Nagios
  • Writing and recording all processes associated within the Engineering role
  • To be accountable for logging, actioning and completing tasks – closing tickets
  • Great communication within the team and to the clients
  • To actively engage in internal and external learning and training in order to achieve and acquire skills associated with IT Support Engineer role
  • To support engineering team as instructed by line manager and senior management
  • Escalating issues to management as appropriate
  • Undertaking other reasonable duties as instructed by senior management

If you think you have the enthusiasm and drive to join our team contact Sacha Spencer-Phillips 01273 359 133 for more details.

We’ve hired but thanks for looking

Sales Agent required (part-time 20 hours/flexible role)
Attractive commission

We are a thriving IT Support business providing Managed IT Services to SME’s predominantly in the South. We are now seeking a high performing sales agent to drive the next stage of our growth.

You will already have enjoyed a few years of business to business sales experience, and can demonstrate you’re a high achiever. You’re bursting with ideas, hungry for sales, love being busy, and having a high volume of deals in the pipeline. Your winning sales technique would have proven to be as successful face to face and as over the telephone.

Your key remit is to win new business from existing, lapsed and new customers in Sussex.

Contact Sacha Spencer-Phillips 01273 359 133 for more details

We’ve hired, but thanks for looking