The role
The CSOC – Hybrid Cloud team at ANS serves as the primary contact for many of our clients, both via phone and through ticketing systems. Your role will involve triaging, investigating, and resolving customer incidents and issues, as well as escalating them when necessary to ensure the most efficient and effective resolution for our clients. This role offers an excellent opportunity for those starting their technical support career and looking to advance in a dynamic, fast-paced Managed Service Provider (MSP) environment.
What will I be doing?
- Manage customer tickets both technically and procedurally via ANS Support channels in line with defined SLAs and KPIs.
- Understand, maintain, and deliver on the current service desk procedures.
- Manage own workload, prioritise efficiently, and assist team members when necessary.
- Monitoring and responding to alerts. Recognise patterns with alerts to identify potential incidents.
- Assisting sales, account managers and CSMs with client escalations.
- Troubleshoot & rectify Commvault and Bacula backup failures.
- Confidently monitor Grafana dashboards for hardware faults and raise these faults with our customers.
- Escalating tickets to our SMB and Enterprise support teams, where applicable.
- Work a shift pattern of earlies, mids, lates at our Manchester office between 8am to 8pm
What will I bring to the role?
A good understanding of the following is ideal:
- Windows/Linux operating systems
- Zabbix and LogicMonitor alerts
- Various types of abuse reports
- Nginx
- Apache
- IIS
- Amazing customer service skills
- Previous experience working in a service desk environment.
- Knowledge of the ITIL Framework.
- Capable of achieving HMG security clearance (you will need 5 years of UK addresses for this)
Why work for ANS?
At ANS, we’ve created a place where everyone can be themselves, and we empower our people to get the job done. Openness, ambition, honesty, and passion are what drive us every day. We are bold, courageous, and innovative – and we do it like no other. We invest in our people. In training, development, health and more – we give you the benefits and flexibility to maintain a happy work-life balance.
We’re proud of the inclusive, fun, dynamic environment we’ve created. It’s a safe space that works for all. You don’t have to be a techie to work in tech. Bring your authentic self and find your dream role here. Find out more at LinkedIn pages.
What’s in it for you?
With fantastic benefits, an inclusive culture, and a cool office space, we’re your kind of workplace.
Company benefits
- As standard: 25 days’ holiday, plus you can buy up to 5 more days
- A little extra: we’ll give you your birthday off, and an extra celebration day for whatever you want! Tying the knot? You get 5 days’ additional holiday in the year you get married. Oh, and 5 volunteer days!
- Private health insurance
- Pension contribution match and 4 x life assurance
- Flexible working and work from anywhere for up to 30 days per year (some exceptions)
- Maternity: 16 weeks’ full pay, Paternity: 3 weeks’ full pay, Adoption: 16 weeks’ full pay
- Company social events – get ready for a jam-packed calendar
- Electric car scheme
- 12 days of personal growth development time
ANS are an equal opportunities employer. We encourage diversity and anyone applying for a role at our organisation can be assured that their application will be treated fairly, regardless of age, disability, gender reassignment, gender expression, marriage and civil partnership, pregnancy and maternity, race, religion or belief and sex or sexual orientation. We sometimes ask for information relating to individuals for equal opportunities monitoring purposes only.
