AddressThe Company:
Nephos Technologies is a specialist data services integrator dedicated to solving complex issues surrounding data storage, management, and security with innovative solutions.
The Role:
Working Hours: Shift Pattern over a 24/7 service
Nephos Technologies embarks on a phase of rapid expansion, we are seeking a seasoned Technical Support Engineering Manager to join our dynamic team. This role involves overseeing Technical Support operations for client Enterprise Computing systems.
Key Responsibilities:
- Lead a team to deliver daily and on-call Technical Support 24x7x365 for file storage solutions, ensuring data availability, performance, and security across 16 different storage technologies, including NetApp, Nutanix File, DellEMC, and MS File Servers.
- Facilitate new client onboarding activities from project initiation to business as usual.
- Manage the implementation, configuration, and ongoing maintenance of the monitoring solution.
- Take ownership of Incident and Problem records, applying technical troubleshooting and problem-solving skills to resolve issues promptly and maintain accurate records.
- Lead the handling of Major Incidents, ensuring timely resolution and effective communication.
- Oversee Service Requests to ensure swift fulfillment and accurate documentation.
- Coordinate ongoing version releases, including testing and deployment.
- Collaborate with client and internal IT teams, vendors, and stakeholders to ensure seamless integration and operation of technology.
- Identify opportunities for technology or process improvements, standardization, and automation.
- Develop and maintain knowledge articles and work instructions to foster a culture of information sharing and skill development.
Skills/Experience:
- Minimum 7 years in a Technical Support role, with managerial experience preferred.
- Proficiency in supporting file-based storage systems, such as NetApp or Dell EMC.
- Familiarity with cloud file storage solutions.
- Understanding of Active Directory.
- Experience in providing client support (internal or external).
- Preferable experience with Nutanix and hardware installation.
- ITIL Training & Certification preferred.
- Proficiency in using Service Management ticketing systems.
- Strong analytical, troubleshooting, and fault-finding skills.
- Ability to understand, use, and learn new technologies and processes.
- Demonstrated initiative and self-reliance in completing tasks and projects.
- Excellent customer-centric attitude and interpersonal skills.
- Outstanding written and verbal communication skills.
- Flexibility, organization, and self-motivation.
- Legally able to work in the UK.
This role offers an exciting opportunity to lead Technical Support operations and contribute to the growth and success of Nephos Technologies. If you are a proactive leader with a passion for technology and customer satisfaction, we encourage you to apply.
What we can offer:
- Salary: Up to £50,000 depending on experience
- 3% quarterly performance-related bonus
- Opportunity to work in the fastest growth area in the IT sales landscape – Data
- Enhanced maternity and paternity
- Flexible working and remote working arrangements
- Laptop and full remote IT package setup to work remotely.
- Holiday allowance of 25 days plus bank and public holidays, with the opportunity to buy and sell 5 days
- Training and development for your role and future career development
- Private healthcare
- Recognition awards
Join our team and drive the technological excellence that shapes our product's success. Your skill set and leadership will be pivotal in taking our products to new heights.
Inclusion and diversity are paramount to us here at Nephos. All our applicants and employees are treated fairly and respectfully, regardless of any protected characteristic/s. If you require any assistance or reasonable adjustments during your application process with us, then please do not hesitate to contact us - we will always be happy to help
