Who you’ll be joining

We’re problem solvers at heart. Sometimes the answer is technology, sometimes it is strategy, and sometimes it is a strong cup of tea and a bit of thoughtful conversation. Whatever it takes, we work it out with our clients.

We’re an IT consultancy that helps organisations get the best out of their technology. That means keeping them secure and keeping the bad guys out, making sure everything works and is easy to use, and doing smart things with data and software to give their business an edge. It is important work, and we care about doing it well and for the right reasons.

Life at Waterstons is friendly, flexible and built on trust. We hire people who are curious, thoughtful and good at getting to the heart of a problem. You get support, trust and room to grow in a place that still feels human. The unlimited holidays and private healthcare are a nice touch, although most people stay because it feels like the right place to do good work with good people.

What You’ll Be Doing

You’ll join our Managed Services team as a trusted technology advisor embedded within one of our key client environments in Teesside, supporting an organisation operating within the UK’s Critical National Infrastructure sector.

Working closely with the client’s Head of IT, you’ll take ownership of the Waterstons delivered services within their environment, helping ensure systems remain reliable, secure and aligned to wider business goals.

This is a predominantly client-facing, onsite role. You’ll be based at our Durham office, with around 80% of your time spent onsite at the client location in Teesside. Occasional travel to other client sites across the UK will also be required.

Alongside supporting day-to-day IT operations, you’ll also contribute to infrastructure projects, service improvements and wider operational initiatives. As your career develops with us, you’ll have the opportunity to work across a variety of sectors, including AEC, Health, Education and Energy.

Your Day-to-Day

• Taking a customer-focused approach to understanding client needs and delivering an excellent service experience

• Acting as a trusted advisor for the client, building strong relationships across technical teams and senior leadership

• Taking ownership of the Waterstons delivered services within the client environment, ensuring they perform reliably and understanding how they directly support the client’s day-to-day productivity and business outcomes

• Identifying and resolving problems within client businesses and IT systems, applying strong analytical thinking and creative problem-solving skills, both independently and as part of a team

• Supporting projects that improve IT operations, service delivery and wider business outcomes

• Collaborating closely with internal Waterstons teams across multiple technical specialisms

• Planning and coordinating programmes of work, helping manage priorities and expectations across stakeholders

• Supporting clients across a variety of sectors as part of Waterstons’ wider Managed Services offering

What we're looking for

If some (or most) of the following sound like you, we'd love to hear from you:

• 3+ years’ experience in an IT management or infrastructure delivery role

• A broad and demonstrable working knowledge of End User Compute, Virtualisation, Networking and Storage

• Strong understanding of the modern Microsoft technology stack, including Active Directory, Exchange, Teams, Entra ID, Intune, Defender for Endpoint and the broader Microsoft 365 and Azure security toolset

• ITIL Foundation qualification (or higher), with hands-on experience working within and across core ITIL practices

• Practical experience working within service management frameworks, with a solid understanding of how they operate in real-world IT environments

• Experience working in an IT operations or similar environment

• Ability to influence stakeholders, set expectations and plan and coordinate programmes of work

• Comfortable working with colleagues and client contacts at all levels, from technical teams through to senior leadership

• Full UK driving licence and access to your own vehicle

Nice to have

• Knowledge of the CAF (Cyber Assessment Framework) and NIST frameworks, particularly in the context of Critical National Infrastructure

• Understanding and working knowledge of Operational Technology (OT) environments

• Experience working within or alongside Critical National Infrastructure organisations

How We Take Care of You

As well as offering a competitive salary, we have an attractive benefits package including:

• A healthy work life balance with flexible and agile working being the norm

• Unlimited holiday allowance

• EV car scheme (salary sacrifice)

• Room to grow with supported development opportunities and sponsored training

• Enhanced family policies

• If you ever need it, company sick pay and life assurance

• Supported wellbeing with regular initiatives, an employee assistance programme and private medical insurance

• Flexible benefits such as a dental scheme, eye care support, season ticket loan and cycle to work

We require a security check to be carried out on all colleagues due to the nature of some of our clients’ industries.

Waterstons is committed to creating and an inclusive, understanding, and flexible place to work. We value diversity, equality and inclusion and encourage everyone to 'bring their whole selves' to work. We believe that a company that works to truly embrace and value diversity, create an environment where everyone from any background can do their best work, and feel valued and appreciated is a better company to work for.

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