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Customer Helpdesk Analyst

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About the role:

We are seeking a proactive and highly motivated Customer Helpdesk Analyst to join our Managed Services business.

The successful applicant will join a team responsible for designing, deploying and supporting IT and application environments for multiple high-profile customers. We ensure the availability, reliability, security, and performance of our customers’ critical infrastructure.

As a Customer Helpdesk Analyst, the successful candidate will be responsible for providing high quality 1st line IT support, diagnosing, resolving, and triaging issues. They will ensure that all IT service requests and incidents are logged, prioritised, and escalated efficiently using ITSM tools, maintaining a structured approach to meet agreed service levels. Strong IT systems knowledge is not required, as this role does not involve desktop support.

Essential qualities are a passion for great service, meticulous attention to detail and the ability to use limited information to make decisions. Additionally, the successful candidate will collaborate with internal and external teams to improve service delivery, contribute to process enhancements, and maintain accurate documentation to support knowledge-sharing initiatives.

What will you be doing:

  • Take calls, answer emails, and correspond with customers using our IT Service Management tool.
  • Monitor support ticket queues to ensure tickets are actioned in line with established SLAs.
  • Troubleshoot and resolve common issues, including password resets, account lockouts, and user administration.
  • Escalate incidents where a first time fix is not possible to either 2nd line support or the relevant resolver group.
  • Escalate potential service and security issues.
  • Communicate effectively with a range of stakeholders, keeping them updated on progress and ensuring satisfaction.
  • Create and maintain Knowledge Articles to ensure seamless customer service delivery.
  • Identify opportunities for automation to reduce manual tasks.
  • Diligently adhere to change control process and promote best practices.
  • Work flexibly in a rota to cover 8am to 6pm Monday to Friday. The rota is an alternating weekdays shift pattern: 8am – 4pm / 10am – 6pm

What are we ideally looking for?

  • Experience within a Service Desk/Customer Services Support role
  • Experience in the use of Atlassian tools would be advantageous
  • Proficient with service desk systems and workflows
  • Customer centric, support focused with experience in a support environment
  • A proactive problem-solver who thrives under pressure and looks to new ideas and improvements of ways of working
  • Excellent verbal and written communication skills, with a customer-focused approach
  • A self-motivated team player with a drive to excel
  • UK residency is required, along with Security Clearance (SC). If you do not currently hold SC, you must be willing to go through security clearance checks to achieve Security Clearance status.

Sounds like a great opportunity? Want to find out more and apply?

Please apply with your CV and a covering letter, stipulating how you meet this criteria to careers@keysource.co.uk or complete the form below.

Disclaimer: Statistically, women are less likely to apply for a job if they don’t meet all criteria. If you don’t tick all the boxes but think you would be a great fit for the role, we want to hear from you!

At Keysource, we are committed to creating an inclusive and accessible workplace for all. We understand that everyone has unique needs, and we strive to accommodate them through reasonable adjustments. If you require any reasonable adjustments to participate in our recruitment process, please don’t hesitate to reach out by emailing careers@keysource.co.uk. Please remember, you only need to share what you are comfortable to for us to support your request. Your success is important to us, and we’re here to ensure a supportive and inclusive experience for all.

14 April 2025

Design Operations Manager

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About the role

Embrace the challenge as our Design Operations Manager, where you’ll oversee the management and day-to-day operations of the Consulting Services team (CS), inspiring them to achieve excellence, and overcome complex obstacles with innovation and determination.

As the Design Operations Manager, your key responsibilities will include:

  • Lead, coach, and mentor Associates within the CS team.
  • Manage capacity and resources to meet project requirements.
  • Ensure contract deliverables and obligations are met.
  • Oversee contract P&L performance in collaboration with the commercial business partner.
  • Collaborate with internal and external stakeholders.
  • Facilitate peer review and sign-off of all documentation, ensuring regulatory compliance, technical excellence, and management of H&S risks.

What will you be doing

This key role at Keysource is bustling with responsibilities, offering numerous opportunities for growth and impact. Below are some key duties to give you a glimpse of what to expect.

  • Collaborate with Keysource project owners to understand design requirements and priorities for live projects.
  • Manage resource capacity and allocation within CS team, utilising the plan for resource allocation, forecasting and management.
  • Oversee key milestones and ensure contract requirements are met; monitor project costs to ensure margin targets are met and/or early warnings raised.
  • Collaborate with the CS team to obtain necessary information and dependencies for timely deliverables; assessing how best to manage design requirements and agree approach with the project and design owners.
  • Lead, develop, and empower the CS team by strategically managing workload, prioritising tasks with Associates to align with central business objectives, and fostering team growth and high performance.
  • Monitor quality of deliverables with Associate engineers to ensure standards are maintained in line with CS Delivery Framework.
  • Chair weekly status calls to track and record progress against upcoming and in-flight projects.
  • Attend monthly meetings to monitor upcoming engagement and associated resource requirements.
  • Assist with the preparation of fee proposals and resource manage in-line with ‘pipeline’ work.
  • Highlight resource short falls; assist with plans to bridge both short term gaps; recruit for long term CS growth.
  • Assist with design tool management i.e. licensing, new software implementation etc.
  • Support budgeting operations of the business unit.
  • Support with existing and new client management.

What are we looking for?

  • Client-oriented with exceptional communication skills to engage effectively with all stakeholders.
  • Inspiring and strong leadership to guide and motivate team members.
  • Highly organised, self-motivated, and proactive in taking initiative.
  • Proficient in resource and commercial management.
  • Extensive experience in the Data Centre industry
  • Experience in Design Management is preferred

Sounds like a great opportunity? Want to find out more and apply?

Please apply with your CV and a covering letter, stipulating how you meet this criteria to careers@keysource.co.uk or complete the form below.

Disclaimer: Statistically, women are less likely to apply for a job if they don’t meet all criteria. If you don’t tick all the boxes but think you would be a great fit for the role, we want to hear from you!

At Keysource, we are committed to creating an inclusive and accessible workplace for all. We understand that everyone has unique needs, and we strive to accommodate them through reasonable adjustments. If you require any reasonable adjustments to participate in our recruitment process, please don’t hesitate to reach out by emailing careers@keysource.co.uk. Please remember, you only need to share what you are comfortable to for us to support your request. Your success is important to us, and we’re here to ensure a supportive and inclusive experience for all.

3 April 2025

Critical Facilities Engineer (Static – Hybrid)

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About the role:
The role’s primary purpose is to oversee and execute the delivery of maintenance and support services for a flagship customer data centre, ensuring optimal operational performance is consistently maintained to the highest standards.

With over 180 contracts worldwide, the Operational Services Business unit is responsible for maintaining, operating and managing customer data centre and critical environments.  From preventative maintenance and emergency response services to 24×7 technical help desk and remote monitoring services – Keysource Operational Services are designed to support customers throughout critical asset lifecycles.
 
Key responsibilities:
– Act as the primary cooling engineer subject matter expert for your site (and other sites within scope), providing expertise to both client and internal teams.
– Carry out planned and reactive engineering tasks, including proactive daily and weekly activities, alarm responses, fault diagnosis, maintenance, repairs, and equipment modifications related to mechanical systems.
– Oversee all operational and maintenance activities, ensuring they are performed safely, appropriately, and in compliance with service level agreements (SLAs).
– Take ownership of technical service delivery governance, including audits, within a common toolset on your site.
– Collaborate with the Technical Services Manager (TSM), Operational Services, and Sales teams to identify and support potential new sales opportunities.

What are we looking for?

  • Significant experience in performing Air Conditioning installation, maintenance and commissioning is essential
  • Experience with Chilled Water and DX Systems, Chillers, CRACS, Split DX units is essential
  • Multiyear hands-on experience in an engineering role is essential
  • Customer service orientated with a confidential & professional manner – able to manage client expectations
  • Strong interpersonal skills with the ability to communicate effectively across all levels
  • Strong written and verbal communication skills – able to clearly explain technical issues in simple terms to both technical and non-technical audiences
  • Extremely organised and methodical, pays attention to detail
  • Demonstrate high levels of accountability and ownership
  • Ability and genuine desire to understand complex technical issues both within and outside of your current knowledge and progress them to resolution
  • Understanding of the importance of health, safety and environmental considerations
  • A strong team player who will put team objectives ahead of their own
  • Experience of liaising with multiple disciplines to drive solutions to complex operational issues within a critical environment
  • Proficiency in managing third-party vendor operations
  • Please note that this role participates in 1 in 3 on call rota. The role will be primarily based at our Data Centre in Wythenshawe (Manchester) and will involve travel to other sites across the North.

Sounds like a great opportunity? Want to find out more and apply?

Please apply with your CV and a covering letter, stipulating how you meet this criteria to careers@keysource.co.uk or complete the form below.

Disclaimer: Statistically, women are less likely to apply for a job if they don’t meet all criteria. If you don’t tick all the boxes but think you would be a great fit for the role, we want to hear from you!

At Keysource, we are committed to creating an inclusive and accessible workplace for all. We understand that everyone has unique needs, and we strive to accommodate them through reasonable adjustments. If you require any reasonable adjustments to participate in our recruitment process, please don’t hesitate to reach out by emailing careers@keysource.co.uk. Please remember, you only need to share what you are comfortable to for us to support your request. Your success is important to us, and we’re here to ensure a supportive and inclusive experience for all.

24 March 2025

BMS Engineer

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About the Role:
The BMS Engineer is part of the team that delivers Consulting Services (CS) to critical environment customers including but not limited to Enterprise Data Centres and Professional Data Centre Operators market.  

As a BMS engineer within the CS team, you will lead and undertake a variety of consultancy packages including, but not limited to traditional design, site engineering, commissioning & IST (Integrated Systems Testing) management, certifications, and compliance.  

With a keen eye for detail, you will be conversant with all aspects of BMS engineering in critical environments and be responsible for developing, validating & sign off from concept through to detailed design and overseeing final equipment testing & commissioning.

Whilst you will be a competent & experienced BMS Engineer, we expect the individual to be a self-starter that can manage and develop resource to meet project demands whilst maintaining the highest level of technical excellence and regulatory compliance and work as part of the wider multi-disciplinary engineering team.
What will you be doing?
You will be expected as to take responsibility for BMS aspects of the design, installation and commissioning both individually and as part of a multi-disciplinary project team, including engineers from other business units or organisations. When leading projects, you will be responsible for integrating multiple aspects of design and consultancy.

You will be expected to utilise your technical knowledge and to multitask across several projects and embrace learning and understanding of the wider engineering aspects of datacentres outside of your specialism.

You will be expected to be self-motivated, work under your own initiative, with excellent planning time and task management. Your involvement in the delivery of design and consultancy projects will require taking appropriate leadership and accountability both technically, and commercially throughout the design process through to completion and handover.

You will be expected to operate in cross-functional teams in which you are involved at every stage of design and development in collaboration with colleagues in other engineering functions.

Typical work type includes:
– BMS design and CDP Management – developing design deliverables
– Site Engineering – Testing, Witness Commissioning, Quality Assurance & Quality Control.
– Upgrades and Remedial works – owning advisory and upgrade requirements from scoping to implementation

Support Operational Services (OS) with:
– Planned maintenance escalation – Subject Matter Expert for planned work which is above assigned engineers skills or experience.
– Reactive Support escalation – to support engineers interrogate BMS to complete root cause analysis and/or identify faults/performance issues.

Lead a key initiative:
– For target accounts, proactively interrogate and audit customer systems via BMS to identify upgrade and replacement opportunities.

For a full list of responsibilities, please email careers@keysource.co.uk, or contact the Hiring Manager if known.
What are we looking for?
Key Skills:
– Ability to communicate effectively with both internal and external clients.
– Agile and self-motivated – persistently takes initiative.
– Ability to work independently and as part of a team.
– Proven ability to multi-task and work well under pressure.
– Excellent time management skills.
– Strong general engineering capability.
– Strong ability and appetite for technical problem solving.

Qualifications / Professional Registration:
– BTEC/HND In Engineering Based Discipline &/or demonstrable Experience.
– Engineering Based Degree (BSc, BEng, MEng), or equivalent, is desirable.
– Professional Registration / Institute Membership (Advantageous).
– Specialised BMS engineering certification is desirable – i.e. Tridium/Trend/Siemens.  

Experience:
– Knowledge of Tridium BMS or equivalent is essential.
– Good understanding of IT infrastructure and how remote systems interconnect is advantageous.
– Able to design, scope and implement software for BMS Systems is desirable.
– Use of relevant design packages / software is desirable.
– Data Centre experience and/or BMS design for use in critical facilities is desirable. 

Sounds like a great opportunity? Want to find out more and apply?
Please apply with your CV and a covering letter, stipulating how you meet this criteria to careers@keysource.co.uk or complete the form below.

Disclaimer: Statistically, women are less likely to apply for a job if they don’t meet all criteria. If you don’t tick all the boxes but think you would be a great fit for the role, we want to hear from you!

At Keysource, we are committed to creating an inclusive and accessible workplace for all. We understand that everyone has unique needs, and we strive to accommodate them through reasonable adjustments. If you require any reasonable adjustments to participate in our recruitment process, please don’t hesitate to reach out by emailing careers@keysource.co.uk. Please remember, you only need to share what you are comfortable to for us to support your request. Your success is important to us, and we’re here to ensure a supportive and inclusive experience for all.

11 February 2025

Data Centre lead Consultant

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The role is to be part of the team that delivers Consultancy and Professional Services (CAPS) to critical environment customers including but not limited to Enterprise Data Centres and Professional Data Centre Operators market.  

The Data Centre Lead Consultant will take a leading role on a variety of consultancy packages including, but not limited to, strategic consultancy, audit & optimisation consultancy, feasibility and master planning, design & engineering, commissioning & IST management, certifications and compliance.  

As a senior member of the CAPS team, you shall contribute to the ongoing development of the teams’ service and adherence to our processes and wider business objectives. You will have associated responsibilities including, team and individual development, quality assurance, commercial management, opportunity and with development client account management.  

Your role will be pivotal in contributing to the growth and expansion of the CAPS team and associated services.

Key Duties

  • Produce audits, designs and strategic planning for Data Centres, telecoms and other critical spaces, managing and co-ordinating the wider design team as required.
  • Produce and/or manage the production of specifications for Data Centre and Critical Environment projects from RIBA 1-4 Design Stages.
  • Lead strategic design direction & decisions and undertake reviews of design drawings and specifications providing feedback and comment as applicable.
  • Produce, co-ordinate and/or review technical submittals prior to submission to client teams completing trackers and/or using project specific project management portals as required.
  • Carry out site surveys to allow the accurate production of designs.
  • Undertake site audits either individually or as part of a team as required, Reviewing Layout and Configuration with respect to usability, resilience, reliability, Sustainability, Energy Efficiency, Maintainability, and Compliance with Relevant Data Centre Standards.
  • Manage the technical development of proposals and tender responses, supporting the Sales Team as required.
  • Support in obtaining quotations from subcontractors and specialists as required and to review quotations for compliance.
  • To liaise with other business units, suppliers and with specialist sub-contractors and ensure that all drawings and specifications are issued with all required information.
  • To check and approve purchase orders with respect to Technical Design

Key Competencies

  • Capable of working both independently and as part of a team as required for the delivery of a project. The suitable candidate will also be able to take a leadership role where a team is required for the technical delivery of the works.
  • A good communicator, able to establish productive, professional relationships with key personnel both internally and externally.
  • Agile and self-motivated.
  • Able to prioritise tasks and manage time to meet deadlines.
  • Strong general engineering capability.

Qualification & Education

  • Experience with Data Centre Installations is essential.
  • A strong technical experience in leading data centre engineering projects is essential, ideally qualified to degree/HNC level or equivalent in a related engineering field .
  • Separate from their professional engineering bias, the suitable candidate will have an excellent understanding of all data centre technologies including; Critical LV Switchgear Arrangements, UPS Systems, Standby Generation, Critical Cooling Systems Inc. Chilled Water, Fire Suppression, Control and Monitoring systems (e.g. BMS, PMS and EMS etc).
  • Fully proficient with all office software and able to produce high quality professional documents, presentations and reports. Experience of working with CAD, 3D, BIM software.
  • Has or is working towards Chartered status with a related recognised body (e.g. CIBSE, IET, IMechE).
  • A strong understanding and experience of working with Data Centre standards including Uptime Institute, BS EN 50600 and TIA-942.

Please apply with your CV and a covering letter, stipulating how you meet this criteria to careers@keysource.co.uk or complete the form below.

Disclaimer: Statistically, women are less likely to apply for a job if they don’t meet all criteria. If you don’t tick all the boxes but think you would be a great fit for the role, we want to hear from you!

9 August 2024

(Senior) Electrical Consultants

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Role Requirements: We have a number of vacancies available within our Consultancy and Professional Services business unit, who deliver exceptional solutions to empower modern, innovative data centre solutions.

We are looking for experienced and ambitious electrical engineers with an eye for detail, who can take responsibility for electrical systems and provide and develop robust detailed designs and specifications and follow these through to installation and commissioning.

You will lead and undertake a variety of consultancy packages including, but not limited to, strategic consultancy, feasibility and master planning, traditional design, engineering, commissioning & IST management, certifications and compliance. 

Applicants are likely to have experience in:

  • Design and specification of LV cabling and associated containment systems
  • Selection and specification of HV/LV Transformers, Switchgear, UPS, Standby Generation solutions
  • Design and specification of lighting, small power and ancillary control systems
  • Design and specification of building services systems & general electrical installations
  • Use of design packages including Amtech and Dialux or equivalent

Please apply with your CV and a covering letter, stipulating how you meet this criteria to careers@keysource.co.uk or complete the form below.

3 November 2023

(Junior / Intermediate / Senior) Mechanical Consultants

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Role Requirements: We have a number of vacancies available within our Consultancy and Professional Services business unit, who deliver exceptional solutions to empower modern, innovative data centre solutions.

We are looking for experienced and ambitious mechanical engineers with an eye for detail, who can take responsibility for mechanical systems and provide and develop robust detailed designs and specifications and follow these through to installation and commissioning.

You will lead and undertake a variety of consultancy packages including, but not limited to, strategic consultancy, feasibility and master planning, traditional design, engineering, commissioning & IST management, certifications and compliance. 

Applicants are likely to have experience in:

  • Mechanical building services design
  • Design and specification of CHW, LTHW, HW, DX and Condensate systems
  • Selection and specification of air handling equipment, chillers, dry coolers & DX cooling solutions
  • Design and specification of Pressure venting and gas extract ventilation including general ventilation systems

Please apply with your CV and a covering letter, stipulating how you meet this criteria to careers@keysource.co.uk or complete our form below.

3 November 2023
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