IT 2nd/3rd Line Support Engineer

The successful candidate will be assisting the IT Manager in all aspects of IT support including the management of our Managed Services Partner. We are looking for candidates that have appropriate IT certifications and have hands on experience and is an ambitious and enthusiastic individual who can assist in providing first class support to the business.

Main Responsibilities

Duties will include:

·Assisting in ensuring incident and request SLA targets are met and all support documentation is adequate, up to date and available to all.

·Ability to assist the MSP with any support tickets raised and ensure they are given the appropriate priority and in some cases acted on instead of the MSP.

·Assistance with problem management and ongoing incidents, ensuring effective diagnosis and trend analysis in identifying underlying root causes and facilitating their documentation and resolution.

·Assist with providing the business with a highly available and resilient IT environment to meet performance expectations and will ensure appropriate controls, contingencies and DR solutions are in place.

·Ensure compliance with IT security policy standards, including encryption, secure disposal, build hardening, monitoring, patching and access controls.

·Assist with the management of MDM platforms

·Assist with the annual cyber essentials plus audit and ensure systems and processes adhere to these requirements.

·Assist with ensuring the ISO27001 information security assessments are completed on time and with ISO22301.

·Assist the IT Manager with monthly reporting of the performance of the MSP to enable analysis of activity type and to drive productivity through systems improvement

·Assist in management of the MSP to ensure security and upgrades are applied to desktops and laptops and are kept up to date.

·Contribute to continuous improvement by updating knowledge bases and encouraging self-service.

·Monitor alerting systems, taking proactive ownership to avoid service impacts and identify security incidents.

The ideal candidate will have experience in assisting with the technical infrastructure within a busy commercial environment at 2nd/3rd line including the following technologies:

·Advanced Skills with Azure AD, Entra ID, Exchange Online/O365 Environment

·Network Management, design principles and implementation, inc. TCP/IP, traffic routing, DNS, VLAN, WAN, firewall, switch and load balancing.

·Server management and design principles (physical and virtual)

·WANs, LANs and network troubleshooting

·Windows Server 2016/19/22, including Active Directory and DHCP.

·Mobile Device Management (Intune)

·Microsoft desktop OS and MS Office software together with relevant productivity tools.

·Backup Management and Disaster Recovery or Business Continuity Plan.

·Windows Server, Windows 11, SQL Server, O365 & Admin Center, cloud backup systems.

·A good understanding of ISO27001 and ISO22301 and has written policies and participated in audits.

·Cyber Essentials Plus - Good understanding has answered the Cyber Essentials questionnaire and has participated in Cyber Essentials Plus audits.

·Exceptional communication skills, strong technical expertise, and a service-first mindset.

Skills (optional):

·Knowledge of Varonis and Veeam

·Vendor Management

·Knowledge of RMM technologies

Several years in a similar role is an advantage, including a solid understanding of networking, firewalls, PowerShell and cyber security best practices. Industry relevant qualifications, such as Microsoft certifications (e.g. Windows Server, Microsoft 365, SQL Server orAZ104 Azure Administrator Associate), networking certifications (e.g. CCNA) and ITIL foundation V3 or V4 would be beneficial to your application

You should be a pragmatic and charismatic person with a 'can-do' attitude, capable of winning respect through persuasion and demonstrating ability. A proactive thinker, self-motivated, with excellent communication skills and comfortable working with internal and external customers at every level of the business.

An exciting IT 2nd/3rd Line Support Engineer role with a salary of £35,000 to £50,000 dependent on experience, plus bonus and career progression opportunities for a permanent role based in our Marylebone, London office.