Job Description

Roles & Responsibilities

To deliver and support a high volume of smaller concurrent professional services projects across customer-facing and internal workstreams. The role requires a self-sufficient, technically capable individual with strong general IT and networking knowledge, able to manage implementation activity, troubleshoot issues, maintain accurate records, and work independently with minimal supervision.

Key Responsibilities

• Deliver multiple smaller professional services projects from initiation through to completion
• Carry out technical setup, configuration, implementation, and support tasks as required
• Liaise with customers, internal teams, and third parties to ensure projects progress to plan
• Assess technical requirements, prerequisites, risks, and dependencies before and during delivery
• Troubleshoot and resolve technical issues relating to implementations, connectivity, and customer environments
• Maintain accurate project and technical documentation, notes, and status updates
• Support project meetings, capture actions, and complete agreed technical tasks
• Communicate clearly and professionally with customers on progress, issues, and next steps
• Escalate more complex issues where needed while resolving routine matters independently
• Use AI tools to support documentation, reporting, troubleshooting, and answering technical questions from clients

Essential Skills and Experience

• Previous experience in a professional services, implementation, technical support, systems engineer, or similar role
• Strong general IT knowledge across end-user systems, software, infrastructure, and troubleshooting
• Strong understanding of networking fundamentals, including IP addressing, DNS, DHCP, routing, switching, Wi-Fi, VPNs, and general connectivity
• Experience working directly with customers in a technical delivery or support environment
• Ability to manage multiple tasks and smaller concurrent projects at the same time
• Strong written and verbal communication skills
• Good attention to detail and accurate record keeping
• Ability to work independently in a remote environment
• Confident using workplace systems and digital tools
• Practical use of AI tools such as ChatGPT, Copilot, or similar to improve efficiency and support day-to-day work

Desirable Skills and Experience

• Experience in software implementation, onboarding, or service delivery
• Experience working with hosted, cloud, or on-premise systems
• Exposure to customer networks, firewalls, VLANs, remote access, and site readiness checks
• Awareness of project delivery methods or service processes
• Experience producing customer-facing technical documentation or handover notes

Behavioural Competencies

• Self-sufficient and proactive
• Technically minded and solutions-focused
• Well organised and methodical
• Professional and dependable
• Calm under pressure
• Comfortable working in a fast-paced environment

Desired Candidate Profile