Systems Engineer

Job Description

Job Title: Senior Support Desk EngineerJob Type: Full-time, PermanentLocation: Hybrid role mainly working from home with occasional visits to client sitesSalary: CompetitiveAs a Senior Support Desk Engineer, you will be responsible for providing remote and telephone support to our varied customer base, as well as serving as an escalation point and mentor for other engineers assisting with more complex support issues and majoroutages. You will ideally have experience in a similar role, as we are the IT department for many customers or provide a point of escalation for other IT Support departments.Key Responsibilities:

• Take ownership of support calls as and when required
• Act as an escalation point and technical lead for any major outages for both external customers and Probands internal network
• Provide technical support and solutions to our customers
• Troubleshoot problems, carry out system tests, and recommend solutions
• Install, configure, and maintain hardware and software systems
• Monitor system performance and provide proactive solutions
• Ensure compliance with security policies and procedures
• Remain up to date with the latest technologies and platforms
• Develop and maintain documentation
• Assist with cross-training
• Liaise with vendors to ensure timely resolution of problems
• Working within agreed SLAs
• Working alongside the support department

Required Skills:

• Strong knowledge of Networking (TCP/IP, DNS, DHCP, VLANs, etc.)
• Knowledge of WAN technologies (xDSL, FTTC, FTTP, 4 & 5G / Leased Lines / Routers etc.) installation and troubleshooting
• Expertise in VMware/ Hyper-V
• Experience of dealing with major outages including ransomware/crypto locker attacks
• Experience of working on different customer environments (On premise & Cloud).
• Excellent and demonstrable documentation ability, for both technical documents and customer communication
• Expertise in Firewalls, Routers, and Switches
• Expert knowledge of Active Directory, Azure AD, MFA, Conditional Access, Endpoint Manager

Preferable Skills:

• In-depth knowledge of Windows Server (2008, 2012, 2016, 2019)
• Expertise in Windows Desktop Operating Systems (7, 8, 10,11)
• Proficient in Microsoft Exchange Server 2007 to 2019, Office 365, and Exchange Hybrid deployment.
• Strong knowledge and administration of:Microsoft 365
• SharePoint
• Microsoft Teams / Teams Voice
• OneDrive
• Autopilot
• Experience building servers and AD from scratch
• Knowledge of SAN and shared storage, technologies such as NFS and iSCSI, snapshotting, replication, and cloning
• Flexible working hours - OOH when required for major outages

Desired Skills:

• Strong knowledge of controller-based Wireless technologies and troubleshooting
• Experience of working with and managing 3rd party vendors to drive cases to resolution.

Soft Skills:

• Excellent troubleshooting skills
• Ability to work independently to solve support issues in an innovative fashion while acknowledging you are part of a team and know when to request assistance
• Make the right decisions on behalf of our customers
• Willing to go the extra mile in helping solve client issues
• Strong communication skills both written and verbally
• Analytical and methodical approach
• Ability to work under pressure and manage different call priorities
• Keenness to expand knowledge both in and out of work
• Must be able to communicate clearly at a technical and end-user level
• Must have excellent documentation skills