Join the Access Family and see how we make software ideas become a reality!

Our core value of ‘Love Work, Love Life, Be You’ has been central to our success and so we’re looking for people to join us who share our passion for making things better every day and help us continue to grow. We are the number one UK headquartered software provider in the UK and are forecasted to grow to a global population of over 12,000 employees by 2026.

What are we all about?

At Access, we love software and how technology never stays the same. It's this passion that drives us to work closely across sectors to understand the business needs of our customers - from the Hospitality sector, to Manufacturing industry, to Not for Profit’s to Construction, and many more. We're passionate about helping our customers stay one step ahead of the challenges facing their industry and business, currently helping over 60,000 customers to have the freedom to do more.

Base Location

In the main, our roles are remote / working from home, with occasional travel to an Access office, supplier / partner or customer site. Some roles are site-based and if this applies to this role, this will be discussed with you during the hiring process. This role will be based in our APAC region and will work on projects residing in Malaysia (particularly Kula Lumpur), Australia and New Zealand. The role will need to liaise with UKIE colleagues and partners also.

Working Hours

Core hours are Monday to Friday, 9.00am to 6.00pm local time (excluding lunch break). Occasionally, we will ask staff to stagger their working pattern (small adjustments, e.g. 8.00am to 4.30pm), to provide coverage for colleagues or to accommodate interaction with international colleagues. We are a global organisation and operate a follow-the-sun service model and therefore we do not require our staff to work out of hours as part of normal practice.

About you:

With a track record in successful IT organisations and IT technical roles (such as engineering and design) and particularly with management of large-scale, enterprise estates, you will bring a level of technical expertise, industry-experience, process, structure and control to a fast passed and complex organisation.

Reporting to the Head of Technical Services and forming part of our amazing, central Group IT function, your role will be vital to our success: transforming our posture to a pro-active, innovative and agile footing.

This role will involve working with fellow Technical Services colleagues, as well as the wider GIT function. You will provide highly valuable input to our projects and services, such as inputting to the development of our Technology Roadmap, delivering digital transformation projects and site commissioning / decommissioning projects, as Access develops its global footprint.

You will also work with our Service Desk colleagues (as well as InfoSec colleagues), both on-shore and off-shore (as part of our ‘Follow the Sun’ operating-model) to support them with any complex matters that require specialist, 3rd line expertise (including low-severity incidents and high severity incidents). Liaising with other areas of the Access organisation, such as Cloud Engineering and our Application Development teams for 4th line support, as well as external suppliers / partners, is also an important function. Experience working within well-defined SLAs and OLAs is therefore important.

This role is an exciting balance of proactive design, service improvement and project delivery, coupled with specialist 3rd line support for IT tickets raised by internal Access staff (~7,000 users, at the time of writing, and growing rapidly). The successful role-holder will possess foresight and vision, to be able to help design and shape a Technical Services team that will expand and evolve, in parallel with Access’ rapid UK and global growth (12,000 staff expected by 2026).

Day-to-day, you will:

* Provide input, advice and guidance to the Technical Services team, as well as hands-on implementation and technical fault resolution

* 24 x 7 call-out rota not envisaged as a requirement, as we are instead building a ‘follow the sun’ model, with resources based globally

* Action and update low severity incidents (P3/P4 tickets) within SLA

* Action and update service requests within SLA

* Action and update HSIs within SLA (P1/P2 tickets) (working with the Major Incident Manager)

* Enhancing our proactive monitoring & alerting posture, helping us achieve our AIOps vision

* Implementing process improvements and process-automation, wherever possible

* Supporting the GIT Director in improving the efficiency of the Technology Cost Base (TCO), by recommending and delivering on opportunities

* Identifying and managing risks, issues and associated mitigation plans

* Improving the GIT posture regarding Business Continuity & Disaster Recovery

* Liaising with colleagues in Cloud Engineering, Application Development and Infosec, to progress activities as required

* Liaising with end-users (Access staff) to help resolve matters / tickets

* Working with external 3rd parties, as and when required

* Owning the asset life-cycle management process for your particular area of expertise, e.g. what should be the GIT server & storage technology of the future and how do we prevent a build-up

of ‘legacy debt’ (updates to the CMDB, as and when required)

* Continuous development of one’s own skill-base, via a mixture of autonomous and manager-aided training

* This role reports into the Group IT - Head of Technical Services

Technology Stack

The successful candidate will have strong experience in the following fields:

Essential

* Windows Server, including some of its additional roles

* Active Directory

* DNS / Networking

* PowerShell Scripting

* File and Storage Services

* Remote Desktop Services troubleshooting

* VMWare Management

* vSphere

* SQL Server management and troubleshooting

Desirable

* Windows Server

* IIS

* Remote Desktop Services installation and configuration

* Hyper-V

* VMWare

* vCloud Director

* Image Management

* SQL Server installation and configuration

* Microsoft Azure

* Unix / Linux

* Veeam Management

* Kaseya Management

* Other storage technologies

Required Experience:

* 5+ years’ experience working in a corporate IT environment, a broad understanding of IT infrastructure, including network, servers, storage and end user compute (EUC: laptop, desktop,

mobile, tablet). Specialist, deep skills, in the field of servers & storage.

* Experienced with ITSM toolsets, including monitoring & alerting, ticketing, asset management

* Solution experience: architecture, design, project delivery (Prince2 and TOGAF qualifications desirable, but not essential)

* IT qualified practitioner, or significant experience working in an ITIL environmen

* Experience in handling enterprise-scale IT challenges

* Working in a dynamic environment with a high frequency of change

* Excellent communication skills including formal presentations.

* Demonstrable awareness of professional business and operational environments.

* Ability to travel to alternative sites, from time to time (frequency low) (alternative to your local office location)

What does Access offer you?

We are a growing software company, and we deliver on what we say we do! We take the development of our people very seriously and we will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference.

On top of a competitive salary, our wellbeing days taking you to 25 days leave a year (rules apply) and a health contribution you’ll also be able to choose from a range of benefits to suit you. We pride ourselves on being an organisation that gives back so you’ll also have 3 charity days you can take to support something that matters to you.

At Access we’re all about helping everyone Love Work and Love Life. Why? Because we believe people can only be their best when they can be themselves. So, if you are excited about this role, but your past experience doesn’t match perfectly, we’d still love to hear from you. You might just be whom we are looking for.

We love the fact that we’re all different. We believe by having more diverse perspectives at work improves how we run our business, helps us to better support our customers, and when you think about it, it’s just more fun!

What’s holding you back? Come and be part of our Amazing Access Family!

Love Work. Love Life. Be You.