Technical Support Engineer

• Providing helpdesk services and support for customer systems and infrastructure up to 3rd level across a varied range of systems, but mostly Microsoft-based; in line with business requirements and to agreed SLA objectives.
• Liaising with the customer and 3rd party support and operations teams
• Monitoring and maintenance of customer infrastructures and security.
• Providing application/ hardware configuration, deployment and technical project assistance and guidance for internal and customer projects.
• Flexible attitude to working, some weekend/evening work may be required, including participation in an on-call team.
• Effective time management and note-taking through ConnectWise.
• Experience using ticketing systems such as ConnectWise and ServiceNow.
• Communicating with customers, via the appropriate channels, always ensuring the written and verbal communication is professional and meets our standards.
• Ensure appropriate adherence to performance targets, including KPIs and SLAs.
• Build excellent working relationships within the Service Desk team(s), with other teams within the Managed Services Department, as well as within the wider organisation.
• Work with Team Managers, Team Leaders and Account Managers to ensure positive outcomes for our customers.

Play a vital role in supporting and optimising both established and bespoke systems as part of our growing DDS team. Infrastructure, Copilot, and automation experience are desirable. Onâ€'call opportunities at an additional rate and bonuses for completing IT certifications are available.

• Knowledge and technical understanding of Microsoft 365 and on-premises/cloud infrastructure.
• In-depth understanding of Microsoft technology stack, including Server, Exchange, Active Directory, DNS, IIS, Group Policy, Hyper-V.
• Experience of management/administration of VPN†s, firewalls, endpoint protection, anti-malware and email-security solutions.
• In-depth understanding of LAN/WAN technologies including switch, firewall, router configurations and deployments.
• PowerShell scripting (from an administrative/automation perspective)
• Business Continuity/Disaster Recovery/Backup Solutions.
• Awareness of ITIL framework and methodologies.
• Linux exposure or experience.
• Awareness of compliance and governance frameworks such as Cyber Essentials and ISO 27001.
• Co-pilot knowledge. â€" Preferred skill.
• PowerShell or other automation experience. â€" Preferred skill

Applicant required personal attributes:

• Security focussed attitude.
• High attention to detail.
• Ability to follow procedures and make any updates required.
• Strong written and oral communication skills, especially when talking technical in a non-technical way.
• Good technical problem-solving skills, in or out of the box thinking both acceptable.
• Highly curious and learning driven attitude to new technologies and opportunities.
• Capable team worker but equally happy working alone with strong self-management skills in time and workload prioritisation.
• Comfortable taking onus over internal projects and support work using initiative.