Working with a team of three other Project Engineers my role is split between Project Delivery, ConnectWise development, internal systems development, and 3rd Line Escalations.
Once a customer has signed their contract or accepted a project proposal, the project is passed to one of us on the Project Delivery Team and will take the lead going forward.
The initial ConnectWise implementation was split into five separate projects, I was responsible for managing the consultancy hours and then migrating existing data, development and configuration of the systems and creating the procedures and training documents needed to get the most out of the new packages. A primary focus was minimising any negative effects on each department at San-iT as well as the customers.
Now the bulk of the ConnectWise projects are finished I am starting to look at how San-iT can best use the Microsoft Suite of apps, this will involve research and development as well as looking at how we use Microsoft across all areas of the business, SOP creation and deployment and the relevant training that will be needed as a result.
I am also continuing to help deliver customer facing projects and be an escalation point for the wider tech team as I did in my previous role as Managed Services Team Lead.
Responsible for all aspects of training for the team. Internal coaching (our systems and procedures) and external certifications required as needed for the business, Microsoft, Google, ConnectWise, Sophos etc. I was responsible for helping facilitate time for the team members to have time out from the helpdesk to complete this training as required.
Taking the lead on projects to ensure timely completion and within budget.
Liaising with the customer.
Initial talks with the customer to put together a project plan setting deadlines and milestones where needed.
Creating a central tracker and tickets in the system.
Completing tasks ourselves or sharing them out to the best person on the team.
Creation of all documentation for customer and internal.
Training of end users, as well as San-iT Techs.
After Action Reviews for projects.
Around march we had a slight reorganisation of the managed service teams and separate Projects Team assembled, Due to my work on implementing ConnectWise Automate and Control I was offered a place on the Projects team and a promotion to Lead Internal Systems Engineer.
Day to day duties involved performing general IT support to our teams assigned 40 customers. Tasks range from simple password resets, and adding printers to more complicated tasks like editing GPOs or expanding VHDs on a hypervisor.
Logging all time spent in tickets on our help desk to help with accurate billing of customers.
We also performed weekly proactive checks, on backups, risky sign-ins, AV and RMM instals, contacting customers where necessary to ensure the integrity of data, and the safety of their network and users.
My day-to-day duties included providing IT Support to 150 users over eight sites, Sale, Deansgate, Monton, Liverpool, Costa Del Sol, Costa Blanca North, and Costa Blanca South. Calls and Emails are logged on to Salesforce then any help is provided, we use a variety of tools TeamViewer is our go to application for remote support especially for the Spanish offices.
I am responsible for the procurement of all technology, a request will come to me via the IT Support mailbox, a manager will verify this, I will then get quotes and pass to accounts for payment processing. When the device arrives, I will install and configure the device accordingly.
I have been involved in the setup of three offices to date, Due to my background in the building industry I am able to effectively liaise with electricians and data engineers, I have procured and installed all the Data Cabinets, PCs and TVs as well as setting up VPN connections and commissioning a connection to the Avaya Phone Network.
I set up the entire admin side of the business. I installed and maintained an eight-pc network with a server. I set up all the admin procedures and implemented a computerised system “The System” that we used for Quoting, Job Management, Stock Control, and Invoicing.
Staff management was a big part of my role as well as 1st, 2nd and 3rd line support. I was responsible for all the HR issues like customer complaints and disciplinary procedures.
As part of my marketing remit, I was responsible for the digital design and printing of all advertising materials including leaflets, billboards and vehicle signage using a variety of printers including a large format printer. I was responsible for installation of the printers and software as well as staff training on Wasatch SoftRIP.
General labourer and training in electrical works, chasing out of sockets and running wires 1st fix, then working up to 2nd fix and commissioning of electrical systems once i gained my part P qualification.
