IT Support Engineer

• Log client support requests with accuracy and detail in our support ticketing system. Customers can request support via the phone, email or contact form on our website.
• Manage, investigate, and resolve client support requests remotely (via phone or email) and on-site when necessary.
• Manage and work on multiple tickets and projects simultaneously.
• Accurately create, update, and manage client knowledgebase articles.
• Configure and install IT software and hardware.
• Administer (when on-rota) the department's "IT Procedures" mailbox managing alerts from client infrastructures.
• Follow department and company wide work instructions whilst also contributing positively, with suggestions, to their evolution.
• Proactively work on our customer management dashboard ensuring supported client infrastructures has the latest software and firmware available.
• Report directly to the Head of Managed IT Services for role and day-to-day support and task assignment.
• Act as pre-sales mediator when sales enquiries come through the support channel.
• Complete annual training courses in software that Contedia use to provide high quality support services to customers.
• Contribute to the general upkeep of the workplace facilities ensuring workspaces are kept to a high standard.

Do you have a valid Driving Licence license?, Do you have experience in iOS?, Contedia is looking for a Systems and Network Engineer to join the Managed IT Services department in a varied, challenging position, dealing with day-to-day support requests from our client-base whilst simultaneously working on a regular flow of more sizeable migration projects and new infrastructure installations. Much of the work is done remotely from our offices, but customer site visits are also a part of the role. Therefore, a full driving license and own transport is a requirement of the position.

The role is highly customer focused, so the ability to build and maintain good customer relationships and in an honest and trustworthy manner is critical. Explaining complex scenarios in non-technical terms and providing customer guidance through technical issues is also a necessity within the role, as is a "get to the bottom of it" approach that sees issues get properly resolved.

The company has a small but fast paced team, meaning the ability to accurately multi-task is absolutely crucial to succeeding in this role, along with being able to recognise your own strengths and weaknesses, and those of your colleagues, to help you work as a team-player and best achieve the departments goals. You should, however, be comfortable to work entirely on your own initiative, especially where you or your colleagues are working with customers elsewhere., Candidates should have the following experience and have worked with these technologies:

• A minimum of 1 year of commercial IT systems support, preferably in a similar SME or MSP type environment.
• Working with Windows server operating systems and the tools that come with managing on-premises IT infrastructures (AD DS / DNS / DHCP / GPO/ File & Print Services).
• Installation, secure configuration, and administration of Windows desktop operating systems.
• Installation, secure configuration, and administration of networking equipment (routers, switches and wireless AP's).
• Experience configuring anti-virus policies and resolving threats.
• Experience with backup technologies (at minimum configuring jobs and restoring file and folders).
• Experience in the provisioning and ongoing support of Microsoft 365 tenants, primarily Azure AD / Exchange Online / SharePoint Online / OneDrive / Teams.
• Confident and comfortable working on server and PC hardware, as well as installing equipment to server cabinets.

Desirable Experience

• Experience with PowerShell scripting to help streamline environments of diagnose and/or resolve issues efficiently.
• Knowledge and experience of other Microsoft products.
• Experience working with DrayTek and Sophos XGS appliances and OS.
• Experience working with Arcserve/StorageCraft products (SPX and SaaS backup).
• Experience working with Sophos and Panda anti-virus products.
• HP ProLiant and Fujitsu Primergy Server hardware.
• HP, Fujitsu, Lenovo, and Dell client computing devices.
• Comfortable finding your way around and supporting mobile technologies (iOS and Android devices).
• Experience with 3CX or other VoIP systems.

• 21 Days holiday (rising to 28 with service) plus all the usual bank holidays…oh, and your Birthday!
• Paid lunch breaks
• Contributory pension scheme
• Optional Private health insurance*
• Eye-test reimbursement and contribution to eyewear
• Flu vaccination voucher
• Exclusive discounts with optional Perkbox membership*
• Good coffee, tea, chilled and filtered water
• Free fruit
• Flexible comfort breaks
• A great, friendly working environment in the town centre with easy access to parking and other amenities