First-class IT Recruitment Solutions

Job Title: Quality & Knowledge Lead
Location: Hybrid - 3 days per week on-site in Newcastle Upon Tyne
Salary: Up to £46k per annum 

Overview

We're looking for a detail-oriented and proactive IT Quality & Knowledge Lead to join our Service Delivery team. This role is instrumental in improving the quality of IT support processes and maintaining a robust, accessible knowledge base for the wider organisation. You'll work at the intersection of ticket assurance, knowledge management, and continuous service improvement—helping to enhance the overall user experience and IT service performance.

Key Responsibilities

Ticket Quality Assurance

• Regularly monitor IT tickets to ensure compliance with internal standards for accuracy, completeness, and timely resolution.

• Identify process gaps and implement improvements in ticket categorization, prioritization, and escalation.

• Conduct root cause analysis of recurring issues and work with technical teams to implement long-term fixes.

• Track performance metrics such as resolution time, first-call resolution rate, and customer satisfaction.

• Ensure consistent application of escalation protocols for high-priority or unresolved tickets.

Knowledge Management

• Develop and maintain a centralised IT knowledge base covering key processes, FAQs, and best practices.

• Ensure that documentation is accessible, up-to-date, and aligned with current systems and support activities.

• Deliver training and guidance to IT staff on effective knowledge sharing and documentation practices.

• Collect feedback from users to continuously enhance the relevance and usability of the knowledge base.

Process Improvement and Collaboration

• Collaborate with IT and operational teams to identify and resolve inefficiencies in support workflows.

• Use reporting and analytics to highlight areas for service improvement and proactively address service delivery issues.

• Promote a culture of continuous improvement and shared learning within the IT function.

Skills & Experience

Essential:

• Proficiency in ticketing tools such as ServiceNow, Jira, or Zendesk.

• Familiarity with knowledge management platforms and documentation best practices.

• Solid understanding of the ITIL framework, including incident, problem, and change management.

• Experience with data analysis tools such as Power BI and process mapping using Visio.

• Strong written communication skills with the ability to produce clear, concise documentation.

• Ability to train and influence IT team members on process improvements and knowledge sharing.

• Analytical mindset with problem-solving skills and a continuous improvement focus.

Desirable:

• Experience in a service delivery or operations support environment.

• Prior exposure to hybrid workplace models and managing cross-site IT workflows.

What's on Offer

• Competitive salary

• Discretionary annual bonus

• Up to 5% matched pension contribution

• Life assurance (4x annual salary)

• 25 days annual leave plus bank holidays

• Cycle to work scheme

• Salary sacrifice car scheme

• Eyecare vouchers

• Employee discounts via Edenred

• Employee Assistance Programme (EAP)

This is a hybrid role, requiring 3 days per week on-site

.

Job Title: IT Operations Engineer
Location: Oxfordshire
Salary: Up to £40k per annum 

Overview

We are seeking a skilled and proactive IT Operations Engineer to join our team and ensure the smooth and secure operation of end-user IT services. This role involves direct on-site support and issue resolution across a range of technologies, including Microsoft 365 cloud services, enterprise device management, application deployment, shop-floor systems, printing, and more.

The successful candidate will be the go-to technical point of contact on-site, supporting users, resolving escalated incidents from the service desk, and playing a key role in maintaining global IT standards.

Key Responsibilities

• Provide hands-on IT support for site-based and regional users, ensuring timely resolution of issues escalated by the global service desk.

• Maintain, troubleshoot, and support technologies including:

  • Microsoft Office 365 cloud applications and services

  • Windows desktop and server environments

  • Device management (Intune, SCCM, Autopilot)

  • Application deployment

  • Manufacturing shop-floor systems

  • Audio-visual equipment and printing

• Assist in Incident, Problem Management, and Service Request fulfilment in line with SLAs and KPIs.

• Support asset and license management as directed by IT Operations leadership.

• Ensure adherence to IT security measures and policies, maintaining cyber awareness and best practices.

• Contribute to the continuous improvement of IT services and user satisfaction scores.

• Provide operational documentation and support for new technologies and project deployments.

• Build strong relationships with users, becoming a trusted advisor for IT services at the site.

Requirements

Essential:

• Proven experience in an on-site IT support role or similar capacity.

• Solid understanding of Windows-based systems, Office 365, and enterprise connectivity.

• Experience supporting end-user technologies such as:

  • Microsoft desktop/server systems (AD, DNS, DHCP)

  • Microsoft Office 365 suite

  • Audio-visual and printing technologies

• Strong communication skills with a service-focused approach.

• Ability to prioritise tasks, manage time effectively, and adapt to changing business needs.

Desirable:

• Microsoft certifications (OS, Office365, or Azure).

• Experience with:

  • Intune, SCCM, Autopilot, PowerShell scripting

  • Citrix/RDS, Exchange, Teams, SharePoint

  • ERP or CRM systems (e.g., Microsoft Dynamics)

• Additional languages beyond English are a plus.

What's on Offer

• Competitive salary

• Discretionary annual bonus

• Up to 5% matched pension contribution

• Life assurance (4x salary)

• 25 days annual leave + bank holidays

• Employee Assistance Programme

• Medicash health plan

• Eyecare vouchers

• Retail and service discounts

• Salary sacrifice car scheme

• Cycle to work scheme

TechNET IT has partnered with a global professional body within the built environment industry, employing over 100,000 professionals worldwide. We are supporting them in their search for a Market Director - Europe, a strategic leadership role focused on regional growth and stakeholder engagement across Asia-Pacific.

Position: Market Director - Europe

Location: Hong Kong
Industry: Built Environment (Professional Services)
Organisation Size: 100,000+ global members

Role Overview

The Market Director - APAC will spearhead the organisation's strategic direction, partnerships, and market positioning throughout the APAC region. Reporting to the Chief Market Engagement Officer, this role ensures local relevance of global strategies and acts as a key voice in influencing public policy, professional standards, and industry collaboration.

Key Responsibilities

• Lead regional strategic planning, market development, and brand representation.

• Manage the regional team, operations, and budget aligned to the global corporate plan.

• Represent the organisation in external engagements, including media, conferences, and policy discussions.

• Cultivate and expand relationships with key stakeholders—government, corporate, academic, and membership bodies.

• Deliver commercial objectives including revenue targets, membership growth, and partnership success.

• Collaborate with global colleagues to shape regional delivery of digital, educational, and professional initiatives.

Essential Experience & Skills

• Proven leadership in regional business development, market expansion, and stakeholder engagement within the professional or membership services sector.

• Experience in engaging senior government, industry, and academic stakeholders.

• Strong commercial acumen, with responsibility for budget and revenue outcomes.

• Excellent communication, advocacy, and public speaking abilities.

• Familiarity with professional body environments and experience working in matrix organisations.

Desirable

• Knowledge of the built environment sector across APAC.

• Experience with membership growth or policy influence at a national or regional level.

• Fluency in a regional language in addition to English is an advantage.