Job Overview

VCG helps organisations thrive by simplifying technology choices and supporting businesses with managed services and IT solutions that help them grow in the digital economy.

Our managed network operates across 4 locations in the UK, the network delivers a range of private and public connectivity services over an MPLS core.
The overall purpose of the role is to manage, maintain and develop the network and associated services. Responsibilities include resolving issues, building new customers networks, designing and implementing new solutions and services, working with the support desk to provide technical support and assurance for network related issues.
The role will involve an element of customer project work to design and deliver solutions that utilise the managed network. Documentation and network design will be a key part of the role. As part of the network team, you will be required to become part of a support rota, this will be a minimum of 6 months after starting.

Role Responsibilities

Key responsibilities will include but not limited to:

• Network fault finding and resolution.
• Troubleshooting technical issues
• Network and solution design
• Firewall setup and management
• Management of Internet services and peering
• SIP trunking service setup and management
• Testing and evaluating new technologies.
• Working on the out of hours on-call rota

Skills & Experience

Key Skills and Experience would include but not limited to:

• Minimum 5 years’ experience of working for a managed network or service provider.
• Knowledge of various VPN and tunnelling technologies – IPVPN, IPSEC VPN, GRE
• Experience of delivering wholesale layer 2 broadband and Ethernet services.
• SIP trunking knowledge and experience
• Firewall setup, management and support
• Network management and monitoring experience
• Understanding of network and service disaggregation
would be beneficial.
• Strong understanding of security principles
• Experience in a customer facing environment.

Essential:
• Cisco CCNP or equivalent
• Fortinet NSE Level 4
• Huawei experience

Preferred:
• HCIP
• Understanding of MPLS, OSPF, BGP and IX Peering technologies.
• Network and solution design

Personal Qualities
• Critical thinking and problem-solving skills
• Ability to learn and quickly adopt new technologies.
• Planning and organising
• Communication skills
• Teamwork

Location: Stockport

Equal Opportunities: We are an equal opportunity employer. We will consider all qualified applicants for employment without discrimination on grounds of disability, gender or gender orientation, pregnancy or maternity leave status, race or national or ethnic origin, age, religion or belief, gender identity or re-assignment, marital or civil partnership status, protected veteran status (if applicable) or any other characteristic protected by law.

Right to Work: Please note that this role requires the successful applicant to be permitted by the UK Home Office to live and work in the UK

No agencies please.

About VCG

VCG helps organisations thrive by simplifying technology choices and supporting businesses with managed services and IT solutions that help them grow in the digital economy.

Job Overview

The Account Manager is responsible for the broad base of smaller customers and the hunting and development of new customers. The Account Manager is responsible for identifying and growing new relationships with dormant customer accounts and with those net new to the business, where not allocated to an Account Director or Senior Account Manager.

The Account Manager will need to work closely with the marketing function to assist with high levels of communication, to the large customer base, ensuring VCG remains at the forefront of target customers. Utilisation of social media and digital communication channels such as LinkedIn, will be fundamental to expanding the customer relationship.

The Account Manager must own the customer engagement for all opportunities uncovered, ensuring that proposals and quotations align with the identify need, involving the support teams from Pre-Sales and Sales Operations at all times. Basic knowledge of the VCG portfolio of services and solutions will be essential to spotting opportunities and raising them to the business.

The Account Manager must be well organised, be a good communicator and able to spark conversation with new contacts to develop relationships. The account manager must understand the basic principle of the sales cycle and managing pipeline and forecast using the internal systems such as AutoTask.

Role Responsibilities

Key responsibilities will include but not limited to:

• Ability to work across multiple activities in a timely and structured manner
• Good interpersonal skills to support the development of new relationships
• Ability to work with digital platforms and social media as a means to connect and develop customer relationships
• Effectively communicate with internal stakeholders, remaining accountable for the VCG engagement with all customer contacts
• Responsibility to ensure accurate forecast preparation, using AutoTask, and all relevant business tools for the associated customers
• Create and work in a collaborative environment that actively encourages VCG values

Skills & Experience

Key Skills and Experience would include but not limited to:

Essential:

• Sales experience within the technology solutions industry
• Activity planning, time management and attention to detail
• Good interpersonal skills

Personal Qualities

• Ability to cope under pressure and prioritise work accordingly
• Willingness to travel through sales territory
• Good at teamwork with internal and external stakeholders
• Adaptability approaching challenging tasks with a “can-do” attitude.

Advantageous Skills

Any Knowledge or understanding of any of the following would be advantageous:

• Networking Technologies
• Social media tools

Detailed Role Definitions

Targets

• Set Target Structure. (fixed GM based on the agreed commission model)
• Inclusive of Renewals.
• Quarterly based.

KPIs

• 40 calls per day average expected.
• 3 Net New Customer Meetings per Month.
• 3 New logos per quarter.

Qualitative Expectations

• New business focused.
• SMB Account base.
• Engage in mentor programme to widen experience.
• Develop competent understanding of Industry and Process.
• Proper Use of AT for Pipeline and Account Base management.

Account Base

• Maximum 100 Accounts.
• No Specific Vertical Focus.
• A: 0-5%, B: 10-15%, C: 80-90%.

Learning and Development

• Pareto Apprentice Training.
• Inhouse Onboarding and Stakeholder Intros.
• Vendor/Partner Led Training Initiatives.

Equal Opportunities: We are an equal opportunity employer. We will consider all qualified applicants for employment without discrimination on grounds of disability, gender or gender orientation, pregnancy or maternity leave status, race or national or ethnic origin, age, religion or belief, gender identity or re-assignment, marital or civil partnership status, protected veteran status (if applicable) or any other characteristic protected by law.

Right to Work: Please note that this role requires the successful applicant to be permitted by the UK Home Office to live and work in the UK

No agencies please.

About VCG

VCG helps organisations thrive by simplifying technology choices and supporting businesses with managed services and IT solutions that help them grow in the digital economy.

Job Overview

The Service Delivery Manager is responsible for ensuring that services defined in the Customer Agreements and Service Catalogue are being delivered at the operational level to meet agreed SLA targets. This includes taking an end-to-end view of the service lifecycle and seeking to be proactive in the continuous improvement of Service Delivery.

The Service Delivery Manager works closely with the Sales Team to engage with customers in promoting the service capabilities to VCG customers. It will also ensure that customers have access to appropriate information regarding overall service performance, planned service outages and changes to service profiles.

From an internal perspective, the Service Delivery Manager acts as a customer advocate to delivery teams, ensuring that customer needs and expectations are understood and properly translated to operational parameters. This role is also expected to have a level of knowledge and experience to act as “trusted advisor” in recommending improvements to operational activities that will enhance service robustness and reliability.

 Role Responsibilities

Key responsibilities will include but not limited to:

• Understanding the business outcomes required from VCG services
• To contribute to the development of VCG’s business partnership with our customers
• Managing Service Agreements to ensure the highest level of customer satisfaction is maintained
• To review the SLA with customers to ensure that the provision of IT service levels meet the customer’s business requirements
• To define negotiate and review the Operational Level Agreements in support of the SLAs
• Owning Continual Service Improvement plans aligned to customer outcomes
• To ensure problems and issues are owned, managed, and resolved
• Assisting to define and measure the metrics for operational performance reporting
• Monitoring and reporting on service performance to ensure Service Delivery targets, as specified in the Service Level Agreements are met and exceeded
• Acting as an escalation point for internal teams and customers in relation to process or service failures
• Champion of ITIL Support processes and their implementation
• Managing partners and suppliers involved in providing services to VCG customers
• Working closely with Account Managers and Project Managers to ensure new products and surface are transitioned into Customer Support.
• Drive internal process reviews and service improvements

Skills & Experience

Key Skills and Experience would include but not limited to:

• Previous experience in a fast paced, customer facing Service Desk environment
• Extensive knowledge of SLAs and customer contracts
• Root-cause analysis
• Report writing
• Computer literate with experience of using service management software and Microsoft Office, Power Point, Excel, Visio and Word
• Experience of communicating with customers, and complaint handling
• Coaching skills acquired through formal service management and customer service training

Essential:

• ITIL V3 foundation (minimum)

Preferred:

• ITIL V4 foundation or similar qualification
• Prince 2 foundation
• Sixth Sigma/Lean
• Formal supervisory or management training (Beneficial to your application)
• Managed Service Industry would be desirable
• Experience within a service role, which in a supervisory capacity would be beneficial

Personal Qualities

• Critical thinking and problem-solving skills
• Planning and organizing
• Customer service champion
• Communication skills
• Influencing
• Teamwork
• Negotiation
• Conflict management
• Adaptability

Equal Opportunities:

We are an equal opportunity employer. We will consider all qualified applicants for employment without discrimination on grounds of disability, gender or gender orientation, pregnancy or maternity leave status, race or national or ethnic origin, age, religion or belief, gender identity or re-assignment, marital or civil partnership status, protected veteran status (if applicable) or any other characteristic protected by law.

Right to Work:

Please note that this role requires the successful applicant to be permitted by the UK Home Office to live and work in the UK.

About VCG

VCG helps organisations thrive by simplifying technology choices and supporting businesses with managed services and IT solutions that help them grow in the digital economy.

Job Overview

The Senior Service Desk Analyst is a key role within VCG Customer Services, overseeing the effectiveness of Service Desk knowledge and skills, ensuring that consistency and quality is maintained and that service targets are met.

The post holder is expected to work effectively within a large team, working most closely with Service Managers to drive service improvements.

The post holder will offer specialist advice and support on IT-related issues, ensuring the effective management of all incidents and service requests through a telephone, email and appointment based service.

This role requires the ability to develop effective working relationships with colleagues within and beyond IT Services, to ensure that a consistent, high quality service is delivered by the Service Desk. This is a fast-paced and varied role, requiring excellent communication and customer service skills as well as a broad range of IT knowledge.

 Role Responsibilities

• Acting as an escalation point where difficult or controversial calls are received
• Producing performance statistics for management reports
• Representing the Service Desk at meetings
• Liaising with senior management
• Change & Problem management
• Assisting Analysts in providing first line support when workloads are high, or where additional experience is required
• Maintaining the knowledge management system
• Transfer of technical skills and documentation from R&D
• Undertaking HR activities as required
• Performing briefings to Service Desk staff on changes or deployments that may impact the Service Desk
• Arranging staff training and awareness sessions

Key competencies

• Excellent verbal and written communication skills
• Critical thinking and problem-solving skills
• Knowledge of all supported hardware and configurations
• Planning and organizing
• Teamwork
• The ability to investigate and troubleshoot issues
• An active / empathic listener
• Excellent organisational skills with the ability to multi-task
• Ability to manage own time effectively and to be prompt and punctual
• Negotiation
• Conflict management
• Adaptability
• Stress tolerance
• Customer Services training and experience
• Experience of working effectively within a team and collaborating with others to achieve a goal
• Experience of supporting enterprise networks
• Knowledge and understanding of best practice framework (such as ITIL & ISO) for the delivery of IT services
• Documenting training, procedures, and processes
• Experience within a supervisory role (desirable)

Qualifications

• Service Desk Institute
• ITIL Foundation
• CompTIA or equivalent
• Fortinet NSE Level 2 (minimum)
• Cisco CCNA (desirable)

Equal Opportunities:

We are an equal opportunity employer. We will consider all qualified applicants for employment without discrimination on grounds of disability, gender or gender orientation, pregnancy or maternity leave status, race or national or ethnic origin, age, religion or belief, gender identity or re-assignment, marital or civil partnership status, protected veteran status (if applicable) or any other characteristic protected by law.

Right to Work:

Please note that this role requires the successful applicant to be permitted by the UK Home Office to live and work in the UK.

About VCG

VCG helps organisations thrive by simplifying technology choices and supporting businesses with managed services and IT solutions that help them grow in the digital economy.

Job Overview

The successful candidate will be driving the demand generation strategy alongside with the Marketing team, and also manage the overall campaign calendar, execution and development of the campaign strategy, including measurement and analytics to ensure we are achieving ROI.

The role is key to the customer journey and go-to-market engagements for VCG, helping us increase brand awareness and revenue.  You will have the chance to interact with stakeholders from across the business to ensure we are nurturing our database with insightful, relevant and educational content to drive demand generation.

You will be working with a small marketing team and will have access to training and development; you will also be be able to attend customer and industry events while getting involved in some of the exciting vendor partnerships that VCG have.

Key Responsibilities

The suitable candidate will have excellent project management skills, confident in dealing with internal stakeholders and third parties to produce the right level of content, while staying on top of all success stories, publishing relevant marketing output and resources.

You will be working with the Head of Marketing to ensure product content, market segmentation and campaign calendar are aligned to our strategic priorities, marketing plan and marketplace requirements; you will also have significant access oto vendor resources, information and training on technology and IT solutions that our customers consume.

You will be supporting the Account Managers and the wider sales teams in their market initiatives and work with the Digital Marketing Executive to make sure the right marketing mix and channels are used to reach specific target audiences.

Skills and experience

Essential

• Experience with Salesforce or similar CRM tools
• Good knowledge of digital marketing tools
• Experience using marketing automation platforms, data management, segmentation and marketing lists
• Strong understanding of marketing campaign processes and requirements
• Experience working in lead generation and marketing campaigns in a corporate environment, in-house or agency side, B2B.
• Confident personality with a positive attitude and ability to turn around marketing initiatives quickly
• Excellent written and communication skills are vital with the ability to take/brief in campaigns

Advantageous

• Digital marketing measurement and optimisation experience
• Google analytics and Google Console knowledge
• Automation and lead journey experience
• Telecoms, technology or IT background
• Copywriting skills

Personal qualities

• Resourceful and adaptable candidates, approaching challenges with a ‘can-do’ attitude.
• Ability to cope under pressure and prioritise work accordingly
• Engaging and driven personality
• Ability to work on your own and within a team
• Driving new initiatives and bringing your own ideas to the table to make a positive impact.

Equal Opportunities:

We are an equal opportunity employer. We will consider all qualified applicants for employment without discrimination on grounds of disability, gender or gender orientation, pregnancy or maternity leave status, race or national or ethnic origin, age, religion or belief, gender identity or re-assignment, marital or civil partnership status, protected veteran status (if applicable) or any other characteristic protected by law.

Right to Work:

Please note that this role requires the successful applicant to be permitted by the UK Home Office to live and work in the UK.