Managed Services Consultant

**Managed Services Consultant**
**Brennan. Where true performance thrives.**
At Brennan, we believe that _how_ technology is delivered is every bit as important as _what_ the technology is. We focus on creating real and relevant value for customers with solutions that fit their specific needs and always reflect their true interests.
It's a claim backed by our **True Performance System** - a way of working engineered to get us closer, and deliver better, for our customers and their actual experience of technology.
**Why join Brennan**
True performance for our customers starts with a true belief in our people.
It's why we've structured our business to help our teams, and their talents, shine bright. It's why we've created a workplace where people of all backgrounds, beliefs and experiences are welcomed and empowered. And it's why we've built an organisation where real innovation makes a genuine impact and generates true rewards for our team members.
**True rewards**
In addition to competitive remuneration, Brennan offers extensive benefits, including:
- Training and certification bonuses
- Culture Awards that recognise excellence
- Brennan Daredevils - our annual, all-expenses paid trip awarded to our top performers and outstanding contributors
- Vibrant, fun social activities
- Discounted hardware and software
- An environment that embraces learning and development
**Job Details here**
**The Role**:
- Provide 2nd level remote IT support to Managed Services clients, taking technical ownership of assigned accounts and acting as an escalation point.
- Proactively manage clients' IT environments, ensure ongoing business as-usual (BAU) support, and handle major incidents efficiently.
- Deliver high-level customer service and technical assistance while adhering to service level agreements (SLAs).
- Maintain broad technical expertise in IT infrastructure and a solid understanding of ITIL processes.
**Role Responsibilities**:
- Ensure support SLA targets are achieved.
- Provide L2 support for service delivery teams and resolve technical issues.
- Problem management.
- Maintain and administer systems, which includes Desktops (Windows OS), Microsoft Office suite, Office 365 and Windows server
support. Also includes end user support and liaising with 3rd party vendors as needed.
- Ensure service quality through technical competence and attention
to detail.
- Strive for high levels of customer feedback scores.
- Maintain effective communications with your clients.
- Ensure adherence to our Service Delivery policies, processes and procedures.
- Work with Senior Consultants and Account Management staff to ensure effective management of the client base.
- Obtain and maintain industry certifications.
- Pursue select areas of IT specialisation.
- Identify opportunities to productise new services and offerings.
- Utilise your technical specialist skills to help build new
products.
- Develop new strategies to increase efficiency in the systems.
- Perform system analysis and recommend improvements.
- Any other task/ duties aligned with your role or in support of your team as advised by your leader.
**Key Competencies and Qualifications Required**:
- Minimum of 3 years IT experience.
- Advanced experience in Wintel environments including Windows Server and Desktop.
- Strong analytical and problem-solving skills.
- Excellent verbal and written communication skills.
- A "Do what it takes" attitude.
- Proven ability to work within and across teams.
- Industry based certifications.
- Desktop Support.
- Server Support.
- Ability to administer an active directory environment.
- A good level of understanding of virtualised/Cloud environments such as VMWare/Hyper-V and Microsoft Azure.
- Break Fix Analysis and root cause analysis.
- On Site Contracted Requirements.
- Provide afterhours On-call support on a roster-based system.
- Liaise with 3rd Party Vendors.
- Ability to act as a point of escalation for complex issues and major escalations.
**Brennan**is an equal opportunity employer.

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