Support Engineer - Escalation Team

Job Description

Support Engineer -Escalation Team GBP45,000 - GBP50,000 Bromley An opportunity has arisen for a 2nd / 3rd line IT support engineer to continue and develop a career in a forward thinking, growing and progressive company, providing Cloud technology, Hosted services, on site and Remote support provision, and consultancy andsupport services. The ideal candidate will have the opportunity and exposure of working with a wide, large and varied customer base, providing a large range of support and consultancy services, on many differing and diverse technical platforms. Responsibilities: · Completing technical support tasks and activities either in the office, or on customer sites, in a escalation Support capacity handling issues in both a 2nd Line and 3rd line capacity where required. · Solving IT Issues, remotely, via phone, using remote support tools, or on-site presence, as required · Answering telephone calls from customers promptly with excellent customer Service skills in a positive, can-do, customer focused manner at all times. · To record customer calls quickly and efficiently, logging, updating calls throughout, and allocating as appropriate, managing to completion calls received in our call management system. · Building and configuration of Servers, Network Infrastructure, Applications and Cloud infrastructure in Azure/365, to required and standardised setups and procedures · Manage support calls to ensure quick response and resolution, and prevent non-compliance to Service Level Agreements (SLAs) Create, implement and continue the maturation of comprehensive risk management frameworks around key products and our customers · Identify technology and security risks associated with non-compliance to industry best practises and standards, external third party/vendor applications, Privacy/Data Protection regulatory changes, availability of services, business continuity and disasterrecovery · Implementing technological changes, within customers platforms, and security technologies · Assist in the creation and maintenance of a security related newsletter and other Cyber related training material to improve end users security · Troubleshoot identified IT security related problems, be able to analyse the cause and effect of implementing corrective procedures to gain change control sign off and be part of the team making those changes. · Being part of the team who are responsible for the research, design, development, and implementation of security/protection technology as defined by the business · Regular research of threats / threat actors that could potentially affect customers · Resolving security related work planned and unplanned, in hours, and out of hours - in a security crisis event, or planned maintenance event (patching / upgrades etc) · Seek to continuously improve good security principles and standards to recognised frameworks such as Cyber Essentials+, ISO27001 · Design and deliver robust security controls within support and project lifecycles to ensure new projects and changes always have security in mind · Ownership of the vulnerability management programme across the business and customers, scanning and implementing fixes to identified results out of regular and one-off testing · Undertaking security GAP analysis against known industry frameworks, and auditing them across the business as required · Analyse security controls to look for continuous improvement actions across the business, implement proactive tasks, and suggested other improvements to maintain a strong security culture · Perform 1st line incident response, along with being a member of the crisis management team, to assist and contribute to resolving security incidents as required · Firewall policy and system administration, recommending Firewall change requests for approval · Handling escalated issues from other engineers, with great troubleshooting experience and ability · Deliver outstanding customer service, perception and satisfaction to all customers, at all times · Deliver great teamwork and communication throughout the IT team, motivating the team to create a positive and professional work environment and deliver excellent IT support services to our customers · Plan, and implement projects as and when required following defined Project methodologies and working with Project Co-ordinators as and when directed. · Be involved with, and undertake any other duties in the office, or on site, as requested. Skills, Knowledge and Experience: Essential: · Extensive hands-on experience configuring and troubleshooting customer requirements and support issues in a changing Server, Storage, Application and Networking environment. · Windows 2012-2019 server active and extensive knowledge in support and troubleshooting · Active Directory installation, and troubleshooting on premise, or Virtual · Azure Services, Azure platform, Intune and office365 support · Exchange 2010-2019 support , and troubleshooting, (including migration between versions) · Windows Server build, configuration and troubleshooting · Virtualisation (VMware vSphere5.5/6) administration and troubleshooting · Server hardware build, monitoring, failure replacements and server room installation · Experience of providing remote support for users and systems, including resolution of technical issues on the phone. · Support and implementation of Backup strategies, technologies, (Veeam, Backup Exec and others) tape rotation, and restore procedures · Ability to support and deliver centrally controlled and standalone AntiVirus software and architecture. (Cytomic, Sophos, McAfee, or similar) · Storage (good understanding of DAS, SAN, fibre fabrics, iSCSI) · Networking (good understanding of Layers 2 and 3, switching, routing, VLANs, LAN and WAN) · Firewalls & VPNs, Support experience of either WatchGuard, Cisco and other Appliances both Physical and Virtual · Wireless Installation, configuration and troubleshooting

Keyskills :
VMwaremicrosoftactive directorycyber securitymsp3rd Line Engineer2nd Line Engineerazure services