IT Support Engineer

REED Technology are delighted to partner with an excellent IT Organisation to recruit an additional IT Managed Services Support Engineer - Level 2 and embark on a journey to help companies navigate their digital transformation.

This role involves providing high-level support across various technology areas, focusing on desktop virtualisation technologies, both remotely and on customer premises.

Day-to-day of the role:

• Manage and prioritise tickets logged in our IT Service Management System according to SLA agreements, risk, and time required for resolution.
• Maintain constant communication with customers, keeping them fully updated throughout the lifecycle of their ticket.
• Respond to and resolve customer issues/requests in a timely manner.
• Collaborate with internal teams and/or client partners to resolve issues.
• Provide second-line out-of-hours support for specific systems and services in emergencies.
• Participate in site-wide projects that support changing business and IT requirements.
• Maintain awareness of industry developments, assist others, and share knowledge to improve standards and develop better ways of working.

• Previous experience in an onsite IT support role.
• Proficiency in Windows Server, DHCP, DNS, and Active Directory Administration.
• Experience with Microsoft Exchange, Office 365, and SharePoint.
• Knowledge of Broadband, Wireless, and Firewall technologies.
• Familiarity with AV and Backup Products.
• Working knowledge in any of the following would be advantageous: Azure, Hyper V, SonicWALL, Dell Switching, ConnectWise Manage and Automate.
• Excellent interpersonal skills, self-motivation, flexibility, and a team-oriented approach.
• Strong problem-solving and decision-making skills.
• Exceptional customer service and care.

• Competitive salary and benefits package.
• Opportunities for professional growth and learning new skills.
• Supportive and collaborative work environment.