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Job description

Role Profile

The Company:

Rio IT are a leading IT Managed Service Provider (MSP) in East Anglia.

We look after a diverse range of business clients across the region from our offices in Wisbech and Colchester.

We work in a competitive and challenging service industry, so “good” customer service is not an option. It is the minimum standard we find acceptable, and we always aim to aim to go beyond good and deliver a great service to our clients.

Average has no place in Rio – that space belongs to our competitors!

We are now recruiting for a 3rd Line Advisory IT Engineer to join our expanding team of IT Professionals.

The Role:

As an MSP our work is incredibly varied and covers a wide range of technologies.

We structure the Engineering Services team into individual teams and roles as follows:

• Support Team (1st Line): Responsible for all the services required to ensure that client systems are operating at the required service levels.
• Change Team (2nd Line): Responsible for safely designing, planning and implementing changes to client systems.
• Technical Specialist Team (3rd Line): Responsible for management and delivery of specific complex technologies based services such as AWS / Azure / Data and Telecoms / Information Security etc. across our entire client community.
• Advisory Team (3rd Line): Responsible for our client’s overall IT capability – advising them on their IT strategy and direction and managing large scale change projects.

This 3rd Line Engineer role fits into the Advisory Team level.

(note: this type of role will typically be advertised under job titles such as Client Support Manager, Account Manager, Technical Services Manager, Client Solutions Manager - so we advertise under those titles as the closest typical role match)

Typical duties will be:

• Taking responsibility for providing IT advice to a selection of our clients
• Working to fully understand the clients’ business from an IT perspective so that you can design an appropriate IT Strategy and delivery roadmap to meet their needs
• Working with the Technical specialists to architect solutions for client IT systems based on best practice methodologies
• Helping to research new and emerging technologies to provide innovative IT solutions and services to address business problems and opportunities
• Getting involved in management of complex support problems to support other team members
• Working with and supporting the Change, Support and Technical Specialist Team members as required
• Working closely with the Change Team members to help them understand our clients’ high level IT needs and to translate these needs into deliverable projects
• Working with other Advisory Team members to design and implement new commercial products and services for our clients
• Work closely with Business Analysts from our Software Development Team to ensure that we are understanding and covering our clients’ complete IT needs – not just their infrastructure

This position will be based in our Wisbech Office in Cambridgeshire, so realistically you will need to live within commutable driving distance of Wisbech.

Experience & Skills Required:

We recruit based on talent, capability and attitude and value these as highly as experience and skill. However, as a guide for this role, you need to have skills and experience at a standard similar to the following …

• Very strong all-round general IT skills – Windows Desktop and Server / Linux / Hyper-V or VMWare / Networking / 365 technologies / WiFi / Data and Voice Communications / Azure or AWS Cloud Hosting etc. (for this role, you do not need to have specialist technical skills in any area, but rather to have a strong grasp of the main technologies used in small and medium sized business IT Systems)
• A minimum 10 years’ helpdesk or general IT support experience (experienced in solving support issues quickly and professionally, working on complex IT change projects and getting involved in business software stacks as well as the supporting infrastructure)
• Good business knowledge – you need to know how to bridge the gap between business problem or opportunity and appropriate IT solutions for same. Experience of working as an in house IT Manager for a larger business (more than 50 users) would be a positive advantage.
• Fluent in English
• Full driving license
• It would also be advantageous, but not essential, if you have some existing qualifications such as CompTIA, MTA, MCP, MSCE, CCNA etc. (that will demonstrate that you already take learning and your own skill set seriously)

Package & Benefits:

• Initial salary range £35,000 - £45,000 depending on level of experience and current qualifications
• 4 day working week (5 days in week one, 3 days in week two system)
• Sensible mix of work in the office / work from home / client site visits
• All home working equipment provided (PC / screens etc.)
• 20 days Annual Holiday plus UK bank holidays
• Ten ‘flexi’ days for sick leave / additional holiday
• Statutory Sick Pay
• Pension Scheme
• Full Personal Development training plan

Training:

We take training very seriously. All the Engineering team staff have a disciplined training program, and their salary increases immediately as they gain required qualifications.

We provide all training materials and cover exams costs.

Career Path:

We believe in promoting from within and expect all Engineering staff to quickly progress to senior roles within the team.

We do not set time limits on career advancement – we believe that you should decide how quickly you want your career to progress – and it is in our interests to fully support that career progression.

Top of salary band for an Engineering team member is currently £45,000 and there is no reason why a new team member joining the Advisory Team cannot get to that level within 1 of joining Rio.

We also have a parallel career pathway for Engineers who want to move into a team leadership / management role.

Interview Process:

Please forward your CV via the Indeed system to start the application process. It would also be good if you can attach a short summary of why you think you are the right person for Rio in the email.

If we think that you are suitable, the next step will be an initial Teams call during which we will explain more about the role and check your technical skillset and knowledge levels.

If you get through that stage, we will then have a further Teams interview where we will focus on working out if we are the right company for you and you are the right person to join the team.

Agency Policy

We do not work with Recruitment Agencies and will not respond to any calls / emails etc.

Job Type: Full-time

Salary: £35,000.00-£45,000.00 per year

Benefits:

• Additional leave
• Casual dress
• Company pension
• Flexitime
• On-site parking
• Sick pay
• Work from home

Schedule:

• Day shift
• Flexitime
• Monday to Friday

Supplemental pay types:

• Bonus scheme
• Yearly bonus

Ability to commute/relocate:

• Wisbech, PE13 2XQ: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Have you every worked for an Managed Support Provider (an MSP) or any kind of a commercial IT Support provider?

Experience:

• IT Support: 10 years (required)

Licence/Certification:

• Drivers License (required)

Work authorisation:

• United Kingdom (required)

Willingness to travel:

• 50% (required)

Work Location: Hybrid remote in Wisbech, PE13 2XQ

Reference ID: ITSUP03