Sales: 03332 400 660   |   Support: 03332 400 661

About

Shadowfax have been delivering first class IT support for over 25 years and continue to be incredibly passionate about supporting our clients, many of whom have been with us for a number of years. We support a large breadth of business across the entirety of the UK with clients in a wide variety of professional services organisations, particularly Financial, Legal, Recruitment & HR, Media and Medical, but also other business sectors such as Local Government, Education, Manufacturing, Retail and Consultancy organisations. But we are by no means restricted by sector and have the depth of technical experience and competency to support the IT infrastructure of any organisation.

We serve a national client base from our Central Helpdesk at our Head Office near Stansted Airport, Essex. Our team of Field Engineers are located in key business localities. Our engineers will get to know your business, ensuring that they have a good understanding of your needs and systems. They will not burden you with jargon and will fix most problems over the phone by controlling your systems remotely or deliver timely, measured, on-site break-fix services.

Shadowfax is a Microsoft Partner with engineers qualified & certified by Microsoft, as well as a number of other industry leading partners. We are experienced across a variety of platforms and constantly develop our knowledge-base with additional training and qualifications.

We are also incredibly proud of our ISO9001 certification in Quality Management - this reinforces our investment in delivering a quality service through polices, procedures and processes.

The Management Team

Adam Pedder, Managing Director
Adam Pedder, Managing Director
"I have a BSc in Computer Science and Artificial Intelligence from Leeds, and a BA in Humanities and Music from The Open University. I completed my Microsoft Certified Systems Engineer qualification whilst working as an engineer in the IT department of the Jubilee Line Extension project. I spent a few years contracting in London working for a variety of City companies including Lloyds Underwriters, Barristers Chambers and a few months with the Walt Disney Internet Group, before forming Shadowfax with a partner. I took over control in 2007 and maintain my technical competencies as a Microsoft Certified Solutions Expert, amongst many other industry leading qualifications".
David Read, Technical Director
David Read, Technical Director
"I originally trained through an apprenticeship program at a company in Harlow before eventually moving to Shadowfax in 2006. During that time I have expanded my skills & responsibilities, eventually taking a directorship in 2010. My role as the business' Technical Director places me as technical & operational lead of our Professional Services, including Helpdesk and Field Engineering services. I’m qualified as a Microsoft Certified Solutions Expert & Cisco Certified Technician, in addition to other current vendor certifications. Outside of work I enjoy a keen interest in motorsport".
Vanessa Pedder, Operations Director
Vanessa Pedder, Operations Director
"After graduating from Leeds University I worked for National Grid and Essex County Council, before joining Shadowfax in 2006. In my spare time I like to keep busy with various voluntary roles including chairing the board of governors at my local primary school, and sitting on the management committee at a Day Centre".
David Templeman, Helpdesk Manager
David Templeman, Helpdesk Manager
"Since joining Shadowfax in 2014 as a Cisco Certified Network Associate in a 2nd Line Networking Engineer role, I have quickly broadened my skill set in obtaining my Microsoft Certified Professional qualification. I now manage the day to day operations of the remote support Helpdesk, along with training & developing our pool of Apprentice & 1st Line Engineers. I have recently become a father for the first time and in my spare time produce music professionally".

Life at Shadowfax

Values & Ethos

We are incredibly proud of our working values & ethos that have been with us since our inception. To this day people remain at the heart of our business - both clients & team members, as important as one another, in striving for success. By looking after & supporting our team well, our team then in turn look after & support our clients well.

Personal Development

Development of our team is incredibly important to us - not only to ensure we remain the step-ahead in a world of forever changing technology, but also to ensure we provide progressive, challenging & rewarding careers for our team. We heavily support our people as they develop their professional competencies with allotted time for training & revision and financial incentives.

Culture & Community

Critical to the overall performance of our business is the culture & community we create for our team. Shadowfax regularly provides social & team-building activities from pizza on a Friday lunch-time to weekend water sports. This helps to strengthen and develop the working relationships between each member of the company.

Work Environment

Shadowfax operates from a purpose-built, modern, clean & bright Head Office from which our engineering services & central business functions both operate. We enjoy plenty of space to comfortably work in our office environment and have dedicated spaces for meetings, training, workshop engineering and collaborative working. We also provide a fully functional kitchen and break-out areas for members of the team to take rest breaks & socialise with their colleagues.

Innovation

No business can stand still. We thoroughly believe in continual innovation & development of our entire operation - from polices & processes to utilising cutting edge technology that ensures we're best supporting our clients. We review our performance & progress on a weekly basis - taking on-board vital feedback from both our clients and our team members to ensure we're driving the business forward in the right direction.

Our People

Shadowfax are proud to have recruited & developed a strong team of personable & competent individuals with a breadth of skills and qualifications that each benefit our clients. We've set our quality benchmark high and demand the very best in commitment & performance from our team, but in return we provide the strong benefits & environment detailed on this page.

Careers

1st Line IT Support Engineer

Engineering Team
We have an exciting opportunity to join our team of engineers as a 1st Line Support Engineer. You will be based in our office in Great Dunmow, but will also be required to work on site at our clients (mainly Essex, Cambridgeshire, Herts and London) so a driving licence and your own transport will be required. We deal with a broad range of technology and a range of clients from small to enterprise. You will gain excellent training and experience. You will: • Provide 1st line support to our clients on Windows Operating systems, Servers, networking, VoIP Telephony and cloud services • Escalate to, work with and learn from our more experienced engineers • Log tickets and keep our help desk and documentation up to date • Work within our SLAs and to our customer service standards • Have a desire to continue learning and developing as an engineer Experience in the following is desirable • Windows Desktop operating systems, servers and Active Directory • Backup systems • Office 365 • AV and security • Networking (firewalls, routers, switches etc) • Remote support tools (TeamViewer etc) • Excellent communication skills Would suit recent Apprenticeship or degree graduate with at least 1 years’ experience in a technical support role. Salary £16,000-£19,000 depending on experience and qualifications

Apply by CV to [email protected]

2nd Line IT Engineer

Engineering Team
We have an exciting opportunity to join our team of engineers as an IT Engineer. You will be based in our office in Great Dunmow, but will also be required to work on site at our clients (mainly Essex, Cambridgeshire, Herts and London) so a driving licence and your own transport will be required. We deal with a broad range of technology and a range of clients from small to enterprise. You will gain excellent experience and further training. You will: • Provide helpdesk support and work with 1st line techs • Deal with all support in Office 365, Azure, On-prem Windows Servers, networking (VLANs, VPNS etc), DR, VoIP and any other part of our client’s IT • Run install and migration projects • Assist clients with IT strategy • Be able to work autonomously • Log tickets and keep our help desk and documentation up to date • Work within our SLAs and to our customer service standards • Have a desire to continue learning and developing as an engineer Have experience of the follow: • Desktop and server OSes • Managing service tickets to resolution • Backups and DR solutions • AV and security • Cloud solutions, especially Office 365 and Azure • Networking – Vlans, VPNs, IPSec etc • VoIP • Excellent customer services skills and mentality Would suit someone with 2+ years of experience working for an MSP, with some industry qualifications (for example MCP, CENT). Salary £19- 22k depending on experience and qualification

Apply by CV to [email protected]