Senior Technical Support Engineer

Job Description

Are you an experienced Senior Technical Support Engineer, looking for an exciting new opportunityIf so, this may be a great opportunity for you!Position: Senior Technical Support EngineerI am pleased to be assisting our client, a renowned IT managed services provider offering computer services to a wide range of SME clients across the county, in their search for a Senior Technical Support Engineer to join their esteemed technical team.In this role, you will primarily provide remote and telephone support to a broad customer base. This position offers a hybrid work model, predominantly remote with occasional onsite requirements. Apart from delivering top-notch technical assistance, youwill serve as a mentor and escalation point for fellow engineers, especially in handling complex support issues and significant outages. You will therefore, ideally, have experience in a similar role.Key Responsibilities:

• Assume ownership of support calls as necessary
• Serve as a technical lead and escalation point for major outages, both for external clients and internal network
• Provide technical support and solutions to clients
• Conduct troubleshooting, system tests, and recommend solutions
• Install, configure, and maintain hardware and software systems
• Proactively monitor system performance and suggest improvements
• Ensure compliance with security policies and procedures
• Stay up to date with the latest technologies and platforms
• Develop and maintain comprehensive documentation
• Assist in cross-training initiatives
• Collaborate with vendors to ensure timely problem resolution
• Adhere to agreed Service Level Agreements (SLAs)
• Work closely with the support department

Required Technical Skills:

• Proficiency in Networking (TCP/IP, DNS, DHCP, VLANs, etc.)
• Familiarity with WAN technologies and troubleshooting
• Expertise in VMware/Hyper-V
• Experience dealing with major outages, including ransomware/crypto locker attacks
• Experience working in diverse customer environments (On-premise & Cloud)
• Strong documentation skills for technical documents and customer communication
• Proficiency in Firewalls, Routers, and Switches
• Expert knowledge of Active Directory, Azure AD, MFA, Conditional Access, and Endpoint Manager

Preferred Skills:

• In-depth understanding of Windows Server and Desktop Operating Systems
• Proficiency in Microsoft Exchange Server and Office 365
• Strong knowledge of Microsoft 365, SharePoint, Microsoft Teams, OneDrive, and Autopilot
• Experience building servers and Active Directory from scratch
• Familiarity with SAN and shared storage technologies such as NFS and iSCSI

Soft Skills:

• Strong troubleshooting abilities
• Ability to work independently while collaborating effectively within a team
• Sound decision-making skills on behalf of clients
• Dedication to delivering exceptional client service
• Strong communication skills, both written and verbal
• Analytical and methodical approach to problem-solving
• Ability to work well under pressure and manage multiple priorities
• Eagerness to expand knowledge both professionally and personally
• Clear communication skills at technical and end-user levels
• Exceptional documentation skills

Benefits:

• Comprehensive holiday package, including bank holidays
• Remote work options
• Flexibility to buy and sell annual leave
• Car allowance
• Life insurance coverage
• Tailored benefits platform offering discounts on various services and products
• Cycle to Work scheme
• Paid Volunteer Leave
• Long service awards
• Discounts on tech products
• Electric Car Salary Sacrifice scheme
• Extensive Training and Development opportunities with clear career advancement pathways
• And more!

If this sounds like the role for you, please get in touch!