• Provide 2nd/3rd Line support.• Oversee all aspects of IT department operations including IT infrastructure, communication (LAN, WAN, email, VoIP, databases, backup recovery and regulatory compliance.• Maintain security of the company’s network, systems, and data.• Ensures high availability of critical business systems hosted by the business and cloud.• Day to day management of infrastructure at two sites.• Disaster recovery planning, implementation, and testing.• Create and maintain technical documentation and network diagrams.• Lead on projects including upgrade of all core switches, installation of new Ubiquiti wireless solution, upgrade of Firewall to a HA FortiGate, Office 365 rollout, implementation of DR site-to-site WAN replication, mobile phone rollout using MDM solution, setup and maintenance of SolarWinds monitoring solution, implementation of IP Phone System, rollout new cloud-based AV solution, setup of PC Imaging solution using MDT, implementation of WSUS, implementation of Tenable Security Centre, Tenable Network Monitoring & Scanning, design and implementation of VMware virtualisation solution and migrate from Hyper-V.

• Provide 1st and 2nd line support to internal warehouses, manufacturing laboratory, call centre and distribution areas along with over 250 retail outlets worldwide.• Performing on-call duties to ensure smooth 24x7 running of IT services.• Strong experience in configuring and troubleshooting ADSL routers and firewall technologies.• Installation and refit of optometrist retail locations throughout the UK and central Europe.• Maintain standard PC images for internal and external customers.• Project manage recording of all IT assets throughout the business.• Creation and updating of documentation of various processes and bespoke internally developed systems.• Procurement of spare equipment.• Maintain and develop technical knowledge in line with changing technology

• Provide telephone, email and remote desktop support to customers.• Log details of all support actions in CRM system.• Provide technical call-back service to customers.

• To answer incoming calls on both the telephone and on the service desk mailbox.• Exceed customer expectations, and ensure they are dealt with in a polite, professional, helpful and business-like manner.• Efficient workload & time management.• To resolve calls within the companies SLA procedure.• To develop a proactive approach to customer service.• Assist other teams with new site installations and moves.• Maintain relationships with external customers.• Produce builds for Laptops and PC’s.

• Providing exceptional customer service.• Telephone calls/queries.• Processing Customer Orders/Collections.• Administration tasks include doing reports and due diligence.• Dealing with customer queries and requests.• Organising/counting money as well as ensuring change is at maximum levels at the beginning of the day.• Performing cash collection at the end of the day.• Ensuring stock levels are accurate.• Keeping waste levels as low as possible by rotating stock and maximizing sales with new ideas and display methods.