IT Support Engineer

• Troubleshooting live complex customer issues, from critical faults to information requests
• Managing incidents with quality customer updates in line with service level agreements (SLAs)
• Providing excellent customer service through various channels including phone and video conferences
• Engaging with additional technical resources to resolve incidents while maintaining customer experience ownership
• Building strong relationships with Service Desk and Service Assurance teams and providing training and support as needed
• Staying updated with new technologies and services to ensure effective support and documentation
• Producing documentation to enhance team efficiency, including guides and troubleshooting processes
• Participating in an on-call rota for out-of-hours support for critical incidents

Technologies:

• AWS
• Active Directory
• Azure
• Cloud
• Support
• Linux
• VMware
• Veeam
• Windows
• Swift

More:

We are a vibrant community of service and technology experts committed to delivering exceptional customer experiences and efficient operations. In our Technical Operations team, we provide high-level technical support to our UK business customers, addressing complex issues where standard resolutions do not exist. We thrive in a collaborative environment where learning and innovation are encouraged. As a member of our team, you will have the opportunity to work with cutting-edge technologies while enjoying a supportive and dynamic workplace.

• Experienced in public cloud management including Microsoft Azure and AWS
• Proficient with Veeam, ASR, and associated backup technologies
• Skilled in VMware support and provisioning
• Competent in Windows server management
• Knowledgeable in Linux server management
• Familiarity with Active Directory and Group Policy
• Understanding of Microsoft Exchange
• Strong troubleshooting skills in high-pressure situations
• Excellent customer service capabilities, both verbal and written
• Proven ability to work collaboratively in a team setting
• Relevant industry-recognized qualifications (e.g., AZ-104 Microsoft Azure Administrator, AWS Cloud Practitioner)