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Emerald are a forward-thinking, people-centric IT support and infrastructure management company. We work with a range of businesses and organisations across the West Midlands and our vision is to be the region's number one trusted IT partner. We are looking for people who believe in that vision and can demonstrate the drive and initiative that will help us achieve it. Experience isn't always essential, depending on the role advertised, but a desire to learn and a passion for technology are crucial requirements.

We believe in promoting from within so you could start with us as a work experience student and end up as our IT Operations Manager in just a few short years. Upon induction, you will select an Emerald Career Pathway with our guidance and together we will set a realistic time frame for you to achieve the relevant levels as well as agree the monetary reward upon completion of each level. You career progression solely depends upon your ability to consistently make best use of your potential. 

If this sounds of interest to you, take a look at our vacancies below and send your CV to careers@emerald-group.co.uk. The roles below have the start dates indicated. We will read your CV and be back in touch with selected candidates to arrange an interview with our Technical Director and Technical Supervisor. 

We are an Equal Opportunities and Disability Confident employer. We welcome all applicants with the essential criteria for the role. Reasonable allowances and adjustments to the working hours, environment, and day to day activities can and have been changed and we welcome a conversation with you about your needs.

 

Second Line Support Engineer: Q1 2020 start 

This role requires a mininum of 12 months experience in a First or Second Line Support role. Mac and Windows experience is desirable. Microsoft and/or Apple accreditation is also desirable. A driving license is essential but a car is not required. The role includes an attractive benefits package including company car or allowance. Full training will be given on our Customer Care standards, in-house solutions, and external products. You will report to Simon Wilks, our Technical Director, and your main duties will be:

  • Dealing with escalated support calls and emails from customers following First Line triage  
  • Assisting the Technical Supervisor to manage response times according to our Service Level Agreements
  • Visiting customer sites for support issues, project installs, and project planning meetings
  • Taking collective responsibility for monthly updates and patches with out of hours overtime available
  • Liaising with our Technical Director on new product testing 
  • Supporting the management team on advising customers of relevant technology upgrades
  • Supporting the training and development of the First Line team 
  • Attending Operations Meetings and Quarterly Company Meetings 
  • Attending relevant in-house and external product training 

Email your CV and covering letter to careers@emerald-group.co.uk

View the Full Job Description Here:

Second Line Support Engineer - Full Job Description

First Line Support Apprentice: Q1 2020 start

This is a Level 3 IT Technician Apprenticeship role so you will need to have a GCSE Grade 4 or above (or equivalent Grade C or above) in English and Maths. The formal apprenticeship training is provided by JBC Training or Digital WM depending on your preference. As an Emerald Apprentice you will also receive full 'off-the-job' training on our Customer Care standards, in-house solutions, and external products. You will report to June Reynolds, our Technical Supervisor, and your main duties will be:

  • Answering incoming support calls and emails from customers
  • Entering data into our support system
  • Assisting the Technical Support team to manage response times according to our Service Level Agreements
  • Taking responsibility for first-line queries (including but not exclusive to)
    • Mobile SIM Swaps
    • Password Resets
    • Mobile Email Set-Up
    • Creating New Mailboxes
    • First Line Hardware Diagnostics
  • Visting customer sites where applicable
  • Attending Operations Meetings & Quarterly Company Meetings
  • Attending relevant in-house and external product training including our own private cloud solution and Microsoft products like Office 365 and Sharepoint

This is an exciting opportunity for anyone wanting to learn and apply their knowledge to real business requirements. Every day brings new challenges and new rewards!

Email your CV and covering letter to careers@emerald-group.co.uk

View the Full Job Description Here:

First Line Support Apprentice - Full Job Description

 

IT Sales Executive: Q2/Q3 2020 start

We are looking for someone with a bit of character to join our Sales team. This is a junior role with full training provided but 6 months experience in the IT sector would be ideal. You will report to Darren Windrum, Managing Director and your main duties will be:

  • Answering initial sales calls and emails 
  • Processing existing customer orders
  • Liaising with the Finance Manager on Purchasing 
  • Supporting the Sales Team on customer visits as required
  • Attending Operations Meetings & Quarterly Company Meetings

  • Attending relevant in-house and external product training including our own private cloud solution and Microsoft products like Office 365 and Sharepoint

As well as uncapped commission, there is an opportunity to share in the Emerald bonus scheme which rewards all employees based on overall company performance. This is the perfect role for someone hungry for a successful career in technology focused on customer need not pointless targets!

Email your CV and covering letter to careers@emerald-group.co.uk 

 

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