Technology Success Analyst

Salary £29,711.18 – £31,288.48

Company Benefits

• Free tea & bean to cup coffee
• 31 days annual leave, rising to 34 days (inclusive of Bank Holidays)
• Your birthday off every year
• Life Insurance
• Discretionary pro-rata bonus
• Company branded workwear
• Excellent colleague and client retention
• Learning and development scheme with opportunity to complete company paid qualifications.
• Use of the latest technology
• Personal technology purchasing scheme.
• Great team culture and environment
• Employee and client referral bonus scheme.
• Summer and Christmas events
• Established for 40 years +
• Casual dress code in the office
• Hybrid working
• Free fruit in the office

Company Facilities

• Disabled access
• Modern air-conditioned offices
• Onsite café, restaurant, nursery, gym, sports pitches, woodland walks, cycle parking, showers
• Free car parking
• Staff kitchen area

Role Benefits

• Car Allowance & Business Mileage

At Timewade we are proud to be one of the South West’s longest established providers of technology solutions. As a Managed Service Provider, our commitment is to have a complete understanding of our client’s businesses so that we can empower them to use technology to boost performance and deliver brilliant results.

As a Technology Success Analyst for Timewade, you will work predominantly onsite with our South West based clients to ensure their technology is aligned with Timewade’s best practices. You will identify areas of risk and misalignment with the objective of supporting and promoting our best practices to reduce risk and re-active issues for our clients.

The ideal candidate will have the ability to build excellent client relationships and communicate effectively with all client staff, regardless of role or technical knowledge.

Working hours are 08:30 to 17:30 Mon – Friday however employees would be expected to be onsite with a client anywhere in the South West (typically up to 1 hour 15 minutes away) at 09:00 and leave at 17:00 or when the client’s business closes at 16:30. Many clients are within 15 minutes of our
offices and in this case, you will start much later and finish much earlier than your contracted hours. For any travel time that you conduct outside of 08:15 and 17:45 – you will be provided with time off in lieu (TOIL).

As a tight-knit team, we firmly believe in multi-skilling, and you will have opportunity to work closely with others. Depending on demand approximately 5 days per month may be working on our Service Desk conducting telephone and remote support responding to & resolving client IT issues via telephone & email. When on our service desk working hours are rotated from 07:30 to 16:30, 08:30 to 17:30 & 09:00 to 18:00 Mon – Friday.

Forged by our team, the Timewade values represent who we are, how we work and the high standards we consistently strive for and achieve: Build partnerships, Be Professional, Drive Results, Building Your Future and Empowering Excellence. As a growing business, we have many career progression opportunities that you may wish to pursue, including, Service Desk Analyst, Business Technology Consultant, Projects Specialist.

Key responsibilities

• Conduct regular onsite technology alignment visits, with each client, in line with Timewade’s business model and strategy.
• Conduct thorough checking & updating of client’s information and documentation.
• Pro-actively manage approximately 25 customer accounts, building strong technical relationships with all members of client staff.
• Establish and promote technology standards alignment to all clients, in line with Timewade’s best practices, ensuring they value the alignment process and get the most out of their technology.
• Gain an understanding of client’s use of their business applications and promote knowledge of client technologies, ensuring all related documentation is accurate, up to date and available to the Service Desk.
• Work closely with the internal team to develop new standards and procedures, promoting a proactive, rather than a reactive service.
• Develop a strong partnership with the Business Technology Consultant, by evaluating client’s technology opportunities and providing “feet on the ground” information for longer term planning and strategy.
• Communicate technical information to non-technical users in plain English.
• Assist with client on-boarding activities.
• Assist the service desk and provide service desk support.

Skills and attributes

To be considered, you will:

• Have a minimum of one years’ experience diagnosing and resolving technical issues.
• Have experience with the following technologies and systems:
  – Microsoft Windows Desktop and Server Operating systems
  – Active Directory and Group Policy
  – Microsoft 365
  – Server virtualisation platforms (VMWare and Hyper-V)
  – Networking equipment including Routers, Switches and Firewalls
  – Security Services including firewalls
• Be organised, client focused, approachable, methodical, flexible and reliable.
• Have demonstrable commitment to quality and excellence, both in areas of personal development, and in the quality or your workmanship.
• Be personable and have excellent communication and listening skills, with the ability to communicate effectively with clients at all levels of business hierarchy and technical knowledge.
• Have good time management skills.
• Have a demonstrable track record of excellent onsite and remote support.
• Have a full UK driving license, your own car & live within a commutable distance of the Exeter
  area.

Most of your time will be spent with clients onsite at their premises, the ability to self-motivate and
use initiative is important.

Experience

• Experience working for a Managed Service Provider.
• Confidence using PowerShell.
• Experience with backup technologies
• Industry recognised qualifications i.e., MTA, MCP, CompTIA Network Plus, CompTIA Security Plus.
• Azure Knowledge

 Salary advertised includes a car allowance of £3,420 per annum.

Find out what it’s like working at Timewade.

If you like the sound of this role, but aren’t sure you have all of the experience, we still want to hear from you! Please email our Operations Manager, Ross Coram an informal chat about the training and career progression we offer at Timewade.