Role overview
The Support Engineer will have responsibility for a wide range of support activities for both internal colleagues and a number of external clients, as well as undertaking project work across areas such as telephony, security and public cloud solutions. The role is varied and offers a great opportunity to directly engage with clients and vendors and be exposed to new technologies. The role also requires participation on a rota basis on the SOC ooh monitoring schedule (one week in every three).
Main responsibilities
- Responsively address support requests in line with required response times, ensuring proper ticket management and logging/allocation at all times and in line with Company ISO standards and systems.
- Ensure all support delivery is clearly tracked and recorded within Dynamics at all times.
- Facilitating user onboarding and offboarding, including hardware provisioning.
- Participate in ooh SOC monitoring and dealing with alerts.
- Testing and fixing faulty equipment
- Manage and communicate with third party vendors
- Support client cloud environments and perform server, PC, and laptop setups and repairs
- Install, configure and maintain customers’ software and communications equipment
- Manage and communicate with third party vendors
- Support and deliver direct client training requirements on telephony projects
- Undertake relevant industry certifications
- Support projects in areas such as exchange server decommissioning, Microsoft defender onboarding, domain controller upgrades, SOC/SIEM, VM Migrations, Cloudally Backups.
- Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups
- Maintain accurate and up to date documentation of the client’s network environment and supporting material that ensures consistent quality remote support
- Visit client sites from time to time
- Complete industry certifications
Role requirements
Essential
- Computer/IT Degree
- Minimum 12 months experience in a support role with use of Microsoft 365 (SharePoint/Teams and Dynamics), Microsoft Azure, Windows OS and Windows Server.
- Strong attention to detail and organisation skills with ability to work with multiple priorities
- Excellent verbal and written communication skills.
- Ability to quickly learn and adapt to new technologies and applications
- Strong analytical aptitude and logical reasoning ability
- Proactive problem-solving experience, using judgement to make decisions where no clear precedent may exist
Additional
- Any exposure to security and virtualisation technologies an advantage including Microsoft Defender, Intune & Sentinel as well as Microsoft Entra AD, VMware, vSphere, and vCenter will be advantageous but not essential.
- Experience with automating tasks via Linux scripting languages also useful.
