South 01489 563000 • North 01928 290101 • sales@medhurst-it.com

Careers at Medhurst

Our staff are at the very heart of what we do and why we are so successful.

To be part of the Medhurst team, you’ll need to have a strong commitment to customer service and be willing to go the extra mile for our clients.

Current vacancies at Medhurst can be viewed below. If you think you have the right skills and experience to join the Medhurst team, please send a covering letter and CV to hr@medhurst-it.com

Support Engineer

POST: Support Engineer

DEPARTMENT: Support

LINE MANAGER: Support Team Manager

Salary: Negotiable, dependant on experience

Employment Status: Full Time, Permanent

BASE: Medhurst Communications Ltd, 17 Brunel Way, Segensworth, Fareham, Hampshire. PO15 5TX

The post holder may be required to work at off-site locations as required and a Full UK driving license is preferable.

1. DEPARTMENT FUNCTION

The primary function of the Support Department is to provide 1st, 2nd and 3rd line telephone, remote and on-site support services to our client base. However the department encompasses everything from remote Helpdesk support to assisting other departments with project installations.

2. JOB PURPOSE

Purpose of the Role:

  • To provide 1st and 2nd line telephone and remote technical support to all Medhurst Customers.
  • To ensure the ICT needs of all clients are met in relation to their working practices and expectations.
  • To provide a professional and courteous service at all times

3. KEY ACCOUNTABILITIES

  • To provide 1st and 2nd line technical support to all Medhurst clients
  • Utilise the Support Desk System provided to manage all support tickets and tasks
  • Respond to all tickets within SLA (see SLA’s below)
  • Ensure tickets phoned in by clients are logged on the helpdesk
  • Ensure all tickets in your name are up to date at all times
  • Be aware of your colleague’s tickets at all times
  • Manage your working time effectively
  • Ensure monitoring alerts are investigated and where required logged on the Helpdesk
  • Provide detailed and relevant information on a ticket before escalating
  • Communicate with your colleagues
  • Liaise with third party software and service providers where required
  • Maintain client technical records held internally at Medhurst
  • Be polite and courteous to all clients at all times
  • Be ready to start work at your allotted time
  • Adhere to company, Health and Safety and ISO 9001, 27001, 45001 and 14001policies and procedures

Helpdesk SLAs

  • First Response – Within 15 minutes of call being logged. An update must be placed on the ticket and the client informed.
  • Second Response – Within a further 15 minutes of the first response. The engineer must instigate one of the following:
    • Resolve the fault, test with client and close ticket
    • Decide on next steps, inform client and update ticket
    • Escalate ticket to appropriate level of engineer and inform client
  • Subsequent responses – to be placed on tickets regularly and the customer updated
  • Every ticket must have at least 2 updates per working day unless pre-agreed with Line Manager and Client

4. PERSON SPECIFICATION

 

Key Ability or Skill Purpose
KNOWLEDGE
ICT Support Services Be able to demonstrate an understanding of the processes of providing ICT Helpdesk Support services
EXPERIENCE
Microsoft Operating Systems Be able to work with and identify issues with Microsoft Operating Systems (Server and Desktop) and Hyper-V
Microsoft Applications Be able to work with and identify issues with multiple Microsoft Applications including Office 365
Network Services Have a good understanding of network services such as; Active Directory, Group Policy, Routing etc
Fault Diagnosis Be able to diagnose and, where possible resolve, faults to Server, PC, Laptop and Tablet hardware
PERSONAL SKILLS
Communication Be able to communicate at all levels. The majority of the role is dealing with clients over the phone or occasionally face to face
Customer Service Demonstrate a commitment to customer service
Team Working Be able to work effectively as part of a dynamic team, prioritising workloads and working well in a highly pressurised environment
Presentation Be presentable at all times and wear appropriate clothing for the work required

5. COMPLIANCE

Medhurst provides services into the education sector and as such are committed to safeguarding and protecting the welfare of children and young people. We expect all staff to share this commitment.

We will carry out Right to Work checks and an enhanced DBS check on all staff. Continued employment with Medhurst could be affected by the results of these checks.

You may also be required to attend Safeguarding Training should the company decide this is necessary at any point.
The post holder must carry out all duties and responsibilities with reasonable care for the health and safety of yourself and any other persons who may be affected by your acts and omissions at work. You must cooperate fully with Medhurst Communications Ltd in health and safety and information security matters.

6. GENERAL

From time to time you may be required to perform duties outside of this role. You must portray a professional image and be dressed appropriately at all times. Your line manager will provide any specific details where required or requested by you.

Senior Project Engineer

POST: Senior Project Engineer

DEPARTMENT: Project Services

LINE MANAGER: Head of Project Services

Employment Status: Full Time, Permanent


BASE: Medhurst Communications Limited, 17 Brunel Way, Segensworth East, Fareham, PO15 5TX

The post holder may be required to work at off-site locations as required.

______________________________________________________________

 

DEPARTMENT FUNCTION

The Project Services Department provides comprehensive design and delivery solutions for all our server, storage, network, wireless and security projects ensuring they meet our education and commercial customers requirements. This includes project management, technical pre-sales, audit and scoping, producing design documentation, resource allocation, remote and on-site installation and configuration, user acceptance testing, project sign off and third line support services.

Success is achieved by building relationships with our clients and providing an outstanding level of service.

JOB PURPOSE

Purpose of the Role:

  • Provide technical pre-sales services for networking and wireless opportunities.
  • Carry out technical consultancy and audit services as required.
  • Produce technical design documentation to support project and sales processes.
  • Project delivery including remote and on-site installation and configuration.
  • Provide third line support services direct to clients and as escalation point from the support desk.
  • Assist with the assessment and development of new products and services
  • Provide a professional and courteous service at all times

 

PERSON SPECIFICATION/EXPERIENCE 

Essential:

  • Experience with Aruba network management platforms; Aruba AirWave & Aruba Central
  • Experience working with Aruba switching and wireless technologies.
  • Experience working within an MSP environment and in a pre-sales capacity presales.
  • Proven knowledge of creating high and low level design documentation
  • Experienced in carrying out customer site surveys/audits and produce required outputs.
  • Competent in deploying and supporting enterprise LAN/WLAN infrastructure.
  • Demonstrable experience of producing and implementing complex configurations
  • Able to evaluate and solve complex problems, analyse situations accurately and adopt effective actions to point of resolution.
  • Experience of configuration and troubleshooting security devices such as Firewalls and Webfilters
  • Experienced in network authentication, for example Radius
  • Knowledge of Microsoft NPS
  • Must be able to work well as part of a team and on your own initiative
  • Must be able to demonstrate excellent customer service and communication skills
  • Have good attention to detail and take pride in your work
  • Must be able to prioritise workload to meet client and company expectations
  • Have a flexible approach to tasks and duties
  • Be prepared to carry out other tasks outside of this role, if required, to support the business needs.
  • Full UK driving license (Travel throughout UK and overnight stays)

Desirable:

  • Knowledge of Aruba ClearPass
  • Working knowledge of HyperVisor technologies such as Hyper-V and VMWare
  • Experience with Smoothwall appliances
  • ACSP, ACMP, ACCP, ACDP or equivalent
  • Aruba Expert Qualification

COMPLIANCE 

Medhurst provide services into the education sector and as such are committed to safeguarding and protecting the welfare of children and young people. We expect all staff to share this commitment.

We will carry out Right to Work checks and an enhanced DBS check on all staff. Continued employment with Medhurst could be affected by the results of these checks.

You may also be required to attend Safeguarding Training should the company decide this is necessary at any point.

The post holder must carry out all duties and responsibilities with reasonable care for the health and safety of yourself and any other persons who may be affected by your acts and omissions at work. You must cooperate fully with Medhurst Communications Ltd in health and safety, information security and environmental policies.

GENERAL

From time to time you may be required to perform duties outside of this role. You must portray a professional image and be dressed appropriately at all times. Your line manager will provide any specific details where required or requested by you.

Project Delivery Engineer

POST: Project Delivery Engineer

DEPARTMENT: Project Services

LINE MANAGER: Head of Project Services

 

Employment Status: Full Time, Permanent

 

BASE: Medhurst Communications Limited, 17 Brunel Way, Segensworth East, Fareham, PO15 5TX

The post holder may be required to work at off-site locations as required.

______________________________________________________________

 

  1. DEPARTMENT FUNCTION

 

The Project Services Department provides comprehensive design and delivery solutions for all our server, storage, network, wireless, audio & visual, IT and security projects ensuring they meet our education and commercial customers requirements. This includes project management, technical pre-sales, audit and scoping, producing design documentation, resource allocation, remote and on-site installation and configuration, user acceptance testing, project sign off and third line support services.

Success is achieved by building relationships with our clients and partners and providing an outstanding level of service.

 

  1. JOB PURPOSE

 

  • Responsible for the delivery management of multiple projects from inception to completion
  • Communication with project coordinators, internal teams, clients and third parties to ensure project progression in line with project plans
  • Attend customer meetings and present IT infrastructure designs to key stakeholders
  • Develop and manage project plans
  • Identify and manage project variations
  • Arrange and schedule resources and materials
  • Support project team with on-boarding of new clients
  • Management of on-site project delivery, overseeing multiple teams and managing stakeholder relationships to achieve project objectives
  • Maintain project systems and documentation
  • Produce reports on project delivery KPI’s for management
  • Adhere to company, Health and Safety, Information, Environmental and Quality policies and procedures at all times

 

  1. PERSON SPECIFICATION/EXPERIENCE

 

  • Proven experience in a project delivery role
  • Proven experience in a team management role
  • An understanding of IT Infrastructure (Networking, Servers and Storage)
  • Experience working on construction projects is desirable
  • Experience working within the education sector is desiable
  • Exceptional organisational and planning skills
  • Excellent customer service and communication skills both over the phone and face to face
  • Ability to engage professionally and deliver an exceptional client experience at all times
  • Strong knowledge of MS Office and competent IT skills are a necessity
  • Have good attention to detail and take pride in your work
  • Must be able to work well under pressure
  • Have a flexible approach to tasks and duties
  • Be prepared to carry out other tasks outside of this role, if required, to support the business needs.
  • Able to travel to customer sites across the country and work away
  • Full UK driving license

 

  1. COMPLIANCE

 

Medhurst provides services into the education and construction sectors and as such are committed to safeguarding and protecting the welfare of children and vulnerable people. We expect all staff to share this commitment.

We will carry out Right to Work checks and an enhanced DBS check on all staff. Continued employment with Medhurst could be affected by the results of these checks.

You may also be required to attend Safeguarding Training should the company decide this is necessary at any point.

The post holder must carry out all duties and responsibilities with reasonable care for the health and safety of yourself and any other persons who may be affected by your acts and omissions at work. You must cooperate fully with Medhurst Communications Ltd in health and safety and information security matters.

 

  1. GENERAL

From time to time you may be required to perform duties outside of this role. You must portray a professional image and conduct yourself appropriately at all times. Your line manager will provide any specific details where required or requested by you.