Performance Profile:

Responsibilities:

• Responsible for off hire/hire of radios in line with Hire Departments service standards.
• To program customer radios ensuring they have the correct information
• Carry out full diagnostic test of radio equipment by utilising the bench test set.
• Carry out full diagnostic test of Telephone equipment by utilising the bench test set.
• Repair / refurbish telephones in line with the company standards.
• Responsible for ensuring SCRAM is completed in line with the company standards.
• Liaise with customers in respect of maintenance issues.
• Assist QC in the process of radio orders and liaise with the installation engineers
• Ensure customer records are accurately recorded
• Embrace change and provide constructive ideas for improving service, working methods and environment.
• Any other duties required for the role.

Key Outcomes:

• Successfully deliver an outstanding service of radio hire equipment for customers.
• Successfully repair radios and quality check all items.
• Provide excellent support to the engineering team.
• Understands and can articulate company approach to radio hire solutions.

Skills & Experience:

Essential:

• A good understanding of Health and Safety procedure and the ability to follow instructions.
• Ability to work on own initiative or as part of a team
• Attention to detail and the ability to meet deadlines and service standards
• Good organisational and planning skills
• Ability to be flexible
• Good interpersonal skills

​

No working experience is required as full training will be provided.

Performance Profile:

Responsibilities:

• Provide technical support in person, over the telephone and via remote support software in relation to desktop and software issues, ensuring users receive a prompt and responsive service whilst making sure all stakeholders are kept fully up to date with their tickets.
• Troubleshooting, diagnosing, and resolving hardware, software, and other system problems.
• Basic network troubleshooting.
• Installation of software in a Microsoft environment.
• Conduct technical scopes when required.
• Ensure Service Desk tickets are dealt with in line with the relevant SLAs and KPIs.
• Ensure security “Best Practise” is adhered to.
• Delivering support and technical expertise to end users face to face.
• Investigate problems, according to impact, through to resolution or error identification.
• Assist Project Manager / Network Manager on key projects.
• Part of a client on-site floorwalking rota. 

Key Outcomes:

• Avoira brand to become more established in the marketplace.
• Exceed customer expectations.
• Understands and can articulate Avoira's approach to IT Support.

Skills & Experience:

Essential:

• Excellent communication skills via face to face, telephone and email.
• Suitable experience in an IT Service Desk environment.
• Ability to quickly learn new or unfamiliar technology and products.
• Good all-round troubleshooting, fault finding and problem-solving capabilities.
• Telecoms support experience, preferably VOIP.
• Good understanding of router configuration / installation.
• Good level of commercial awareness.
• Minimum 3 years’ experience working in an IT Support role.
• Experience in supporting Office 365 applications.
• Dependable and flexible when necessary.
• An understanding of Microsoft Server and Desktop technologies.
• Practical knowledge of Active Directory, DHCP and DNS.
• Installing software on the Microsoft platform.
• Knowledge of LAN and wireless networks.
• Hold SC clearance or be willing to be put through SC clearance. 

Desirable:

• Experience of working for an IT Managed Service Provider
• Experience of Microsoft Azure. 
• Experience of Backup solutions.
• Experience of virtualisation (virtual servers/desktops etc.)

Performance Profile:

Responsibilities:

• Responsible for the delivery, availability, integrity, and management of all network services that are offered via Avoira, working with our members and customers to manage their network services.

• Provide fault diagnosis and timely resolution of day-to-day network faults and incidents, upon escalation from IT Service Desk, other engineers or any other colleagues, 2nd and 3rd line technical support.

• Produce, develop, and maintain operational procedures, work instructions and other appropriate documentation.

• Ensure Service Desk tickets are dealt with in line with the relevant SLAs and KPIs.

• Ensure security “Best Practise” is adhered to.

• Investigate problems, according to impact, through to resolution or error identification.

• Assist Project Manager / Technical Services Manager on key projects.

• Lead projects when required.

• Responsible for uptime of Birchwood Park and Westlakes network and connectivity, plus any other locations Avoira IT manage.

• Responsible for Infrastructure/network systems using a range of tools and reacting to problems, develop / advise on improvements to monitoring platforms.

Key Outcomes:

• Avoira brand to become more established in the marketplace.

• Exceed customer expectations.

• Understands and can articulate Avoira's approach to IT Support.

Skills & Experience:

Essential:

• Minimum 5 years’ experience working in a similar role.

• Excellent understanding of Networking and Network principles.

• Excellent understanding of VLANs and trunks.

• Practical Experience with CISCO and HP / Aruba switches.

• Practical Experience and solid understanding of L3 routing protocols, OSPF, EIGRP, BGP.

• Experience managing SolarWinds Orion NPM or other network monitoring platforms.

• Experience managing and solid understanding of Watchguard/Sophos/FortiGate Firewalls

• Ability to contribute to the creation and update of network diagrams and documentation for design and planning network communication systems.

• Good all-round troubleshooting, fault finding and problem-solving capabilities. 

• Significant experience of troubleshooting network issues.

• Ability to quickly learn new or unfamiliar technology and products.

• Good level of commercial awareness.

• Good knowledge of Server Operating systems, DHCP setup, DNS Setup.

• Hold CCNP certification or be willing to undertake the qualification (or equivalent).

 Desirable:

• Experience of Microsoft Azure.• Good understanding of telecoms systems.• Experience in supporting Office 365 applications

Performance Profile:

Responsibilities:

• Review current project delivery practices and processes across Avoira, making recommendations to establish best practice. 
• Responsible for the development, implementation, and management of an Avoira wide PMO function, consisting of Project Managers and Project Co-Ordinator’s who will be capable of supporting Avoira’s technical portfolio.
• Establish effective project delivery processes and methodologies. 
• Introduce Project Validation process in conjunction with the wider team(s) to ensure that Projects are achievable in terms of capability, timelines, quality, and commercial viability.
• Establish Project Governance to ensure that active projects remained on target and highlight any short falls so that risks can be reviewed and mitigated by the wider Senior Management Team. 
• Responsible for Work in Progress, Pipeline forecasting and execution to enable the company to hit financial targets.
• Continually focus on resourcing, utilising both internal teams and supplier/sub-contractor base where needed.
• Maintain a strong involvement with all Life-Cycle processes, including creation, review, and update to maintain and satisfy our Quality (ISO 9001/27001) requirements.
• Support Head of Technical Services in the evaluation of Service Operations across Avoira.
• Responsible for the training and development of team members, mentoring and developing where required.
• Undertake performance development reviews with the Projects and Service Support Team.
• Engage with Engineering and Pre-Sales for new opportunities.
• Ensure effective recruitment of team members

Key Outcomes:

• Successfully deliver an outstanding service to all Avoira customers.

• Successfully provide support to all internal teams for their customer’s needs.

• Resolve any customer issues in a timely and efficient manner.

Skills & Experience:

Essential:

• Previous experience of Managing a Project Management Office

• Experience of managing large projects.

• Excellent technical knowledge of technical delivery requirements, including AV/VC, Telephony, Cloud, LAN and Wi-Fi.

• Excellent organisation, verbal, and written communication skills.

• Good understanding of the commercial aspects of project delivery

• Ability to manage multiple projects simultaneously.

• Ability to work under pressure.

• Articulate, driven, positive with a can-do attitude.

Desirable

• Recognised Project Management Qualification such as Prince2.

• Experience with Microsoft Teams product integration

• 5 years or more project management experience