Project Description

Trusted Advisor – Auckland

Key purpose of the role

The primary responsibility for this role is to proactively maintain and support CodeBlue clients with a simple or complex IT Infrastructure, as well as, delivering top quality ICT service, support and IT project delivery to all CodeBlue clients. You will be expected to meet all monthly minimum standards relating to productive & billable time, adhere to all agreed client Service Level Agreements (SLA’s) and update clients on a regular basis regarding delivery expectations, issues or future technology opportunities.

You will be expected to review clients on-going technology needs, and provide them with a technology roadmap, designed to help achieve their business objectives. This role also involves ensuring that clients are aware of the full scope of services that CodeBlue offers, and highlighting potential opportunities to the client’s management team. For clients without in-house technical resource, you will act as a virtual IT Advisor/ IT Manager.

Part of this role is to prepare the required scoping, design and project implementation documents, and to assist in developing client Service Level Agreements (SLA’s) as required. You will also have the opportunity to mentor junior members of the team, and help improve their technical and business skills.

 

Key responsibilities

  • Diagnose technical problems in both desktop and server environment of assigned clients, with a ‘fix it once’ attitude and proactive approach. Goal to have all clients with efficient and stable IT environments.
  • Deliver complex infrastructure projects.
  • Customer relationships are developed and maintained through effective relationship building through honesty, credibility and consistency
  • Existing clients are retained through effective relationship management (including prompt and timely service & support, proactive identification of capacity, performance, security or other such issues, as well as a cycle of regular contact with key client contacts)
  • Excellent service knowledge is maintained to ensure customers are provided with the best possible service offering
  • Appointment planning is performed and maximises personal organisation and efficiency
  • Customers are assisted in determining their current and future needs regarding CodeBlue IT services
  • Appropriate team members, suppliers and customers are liaised with, keeping all parties informed on service status, changes, cost variations, and timing
  • Customers are followed up in a timely manner with efficient service being provided to existing and potential customers
  • Problems with service delivery are dealt with appropriately and expediently
  • Internal and external customers are highly satisfied with services provided
  • CodeBlue’s reputation is enhanced through superior service delivery

Person specifications

  • Demonstrated success in a service delivery or systems engineer capacity (normally 3+ years)
  • Extensive IT technical experience and knowledge of:
    • Microsoft core server technologies such as, Active Directory Services, Exchange, SQL Server
    • Desktop and laptop deployment & support
    • Networking (LAN/WAN) experience, with knowledge of switching and routing technologies Advanced Virtualisation & cloud computing
    • Advanced Exchange messaging technologies
    • Firewalling & security principles & technologies
    • Mobile computing technologies
  • Keen interest in emerging technologies
  • Excellent analytical problem solving skills
  • Intermediate/Advanced level computer skills in Microsoft Office applications including Word, PowerPoint and Excel
  • Excellent written, verbal and presentation communication skills
  • Excellent time management and organisational skills
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