Level 2 IT Support Engineer

Please note: This role is based at our Brighton office. Applicants must live within, or be able to commute to Brighton. Please do not apply if you do not live in or near Brighton., * Responding to inbound telephone calls and support tickets, taking ownership of issues through to resolution with a strong first-time fix rate

• Supporting, maintaining and installing systems across our client base
• Contributing to IT projects such as migrations, rollouts and network installations
• Escalating to senior engineers where appropriate, with clear documentation and accurate time recording
• Maintaining and updating technical documentation, including user and device onboarding and offboarding processes, to ensure it remains accurate and relevant for the wider team

Essential Experience

A minimum of two years in a similar IT support role, with demonstrable hands-on experience across the following areas:

• Windows 10/11 and Windows Server 2019 onwards: Domain and Entra joining of devices, installation and configuration of server roles and features, and troubleshooting of profile, update and performance issues. A sound working knowledge of hardware is also required, including RAM upgrades, SSD installation and the rebuilding of machines.
• Microsoft 365: Licensing, user setup and leaver processes; Exchange Online administration including mail flow, permissions, shared mailboxes and migrations; and support for OneDrive, SharePoint and Teams.
• Entra ID: Hybrid identity and Entra Connect; the creation of Conditional Access policies (for example geographic restrictions and MFA enforcement); troubleshooting sign-in issues using the sign-in logs; and the configuration and support of enterprise applications, including SAML-based SSO.
• Intune: The enrolment of Windows devices and troubleshooting of enrolment issues; configuration and deployment of compliance policies and configuration profiles; application deployment and the troubleshooting of failed deployments, including packaging from sources such as Chocolatey and writing basic command line scripts; deployment of printers and security profiles; and the management of mobile devices, including applications from the Google Play Store and Apple App Store.
• Active Directory, Group Policy, DNS and DHCP: Management of users, groups and organisational units; the creation and troubleshooting of Group Policy Objects; diagnosis of DNS resolution issues and record management; and administration of DHCP scopes and reservations.
• Networking: End-to-end connectivity diagnosis; configuration of firewall rules, NAT and port forwarding; the setup of site-to-site and client VPNs; VLANs, IP addressing and routing; and the configuration of switches and wireless. Experience supporting, troubleshooting and installing equipment from vendors such as Cisco Meraki, Ubiquiti UniFi and DrayTek.
• Virtualisation: The support of servers hosted on VMware ESXi, including the provisioning and configuration of virtual machines, snapshot management, monitoring of host resources and datastores, and troubleshooting of performance, boot and connectivity issues at both guest and host level.
• Backup and Recovery: The management and monitoring of backup jobs in Veeam Backup & Replication and/or Datto, resolution of failures, and the performing of restores ranging from individual files to full virtual machines.
• Endpoint Security: The use of EDR platforms such as SentinelOne, including the triaging of detections, investigation of alerts and appropriate remediation.
• Ways of Working: Experience within an RMM and PSA environment (we use Datto RMM and Halo PSA), with disciplined ticket notes, accurate time recording, and basic PowerShell for day-to-day administration.

The successful candidate will have solid working experience across the core technologies listed below and will be capable of supporting our clients effectively from an early stage. This role assumes an established competency with these systems., * A professional and responsive telephone manner, and a smart, presentable approach

• Excellent attention to detail and timekeeping, with the ability to prioritise effectively under pressure
• A self-motivated approach to learning, with the curiosity and initiative to develop within the role
• The right to work in the UK

Desirable

• Previous experience within an MSP, supporting multiple clients and environments
• A full UK driving licence
• Relevant certifications such as Microsoft MD-102 or MS-102, or CompTIA Network+ or Security+
• Experience with VoIP and hosted telephony platforms such as Horizon, 3CX or Teams calling plans
• Experience with documentation platforms such as IT Glue

Pulled from the full job description

• Annual leave
• Free parking
• Company pension
• Casual dress
• Company events
• On-site parking, * A 35-hour working week, which may be worked over either four or five days
• 5 weeks annual leave plus bank holidays off. This increases with length of service to a maximum of 1 extra week after 3 years of service.
• A genuine commitment to ongoing training and development, including support towards certifications
• A company culture built around a healthy work/life balance
• A workplace pension through Nest, with a 3% employer contribution.

Pay: £27,000.00-£32,000.00 per year

Carden IT Services is an established and growing managed service provider, delivering IT and telecoms support to SMEs across the UK from offices in Brighton, London and New York. We are seeking a Level 2 Support Engineer to join our Brighton service desk. The role involves taking ownership of support tickets and telephone calls across a varied client base, alongside contributing to project work.