Support Engineer – Escalation Team

Position: 2nd/3rd Line Support Engineer
Reports into: Service Desk Manager
 
Role:
 
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 and support 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.

We are looking for a talented engineer who is skilled and capable of working as part of a very busy and dynamic team, as well as being able to remain autonomous and self-sufficient in order to support a wide range of servers and networks for small to medium sized businesses in a very fast paced organisation. 
 
 
Responsibilities:
 
·Completing technical support tasks and activities in an MSP 1st and 2nd Line Support capacity, solving IT issues remotely, via phone and using remote support tools.
·Problem solving and closing support calls on Cloud based and on-premise systems, and helping customers with issues they raise or have with their laptops, PCs, and MACs.
·Able to triage, troubleshoot (and solve where possible) issues with Servers, firewalls, WIFI and network equipment, escalating issues where necessary once initial triage has been completed
·Building and configuration of Laptops, MACs and PCs to required and standardised setups and procedures
 
·Recording, managing and closing support calls to ensure quick valid response and resolution, and prevent non-compliance to Service Level Agreements (SLA’s) in line with ITIL defined processes
·Visiting Customer sites, for regular visits, ad-hoc requests, proactive visits, desk-side support or projects, as required.
 
·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
·Be involved with, and undertake any other duties in the office, or on site, as requested.
 
 
 
 
 
 
Skills, Knowledge, and Experience:
 
Essential:
·2-3 years hands-on experience troubleshooting user and customer issues in Cloud based and Windows Desktop and Server environments
·Completing daily tasks such as setting up user accounts, MFA, email accounts, security groups, and helping users gain access to their systems and data remotely.
·Ability to build laptops, desktops from scratch and to rebuild, transferring data securely between devices where required
·You must have extensive experience of supporting, administering, and troubleshooting all Office packages such as Teams, OneDrive, SharePoint, and Outlook on Mobile phones, tablets desktops and laptops.
·You should have a good but basic understanding of networking, WIFI, and firewalls, and can triage and troubleshoot network related issues with switches, Firewalls, and Internet Lines
·Should have good experience of on-premise and Cloud based IT systems, especially with Active Directory, Azure products, Office365, and Intune
·Must have working knowledge of supporting regular Backups, and be involved with tape rotation, and restore procedures with Veeam, Symantec and other Cloud based backup vendors
·Must be able to show experience in and can support centrally controlled and standalone Anti-Virus software and should know what and how clients should be proactively managed
·Excellent knowledge of daily security activities such as security updates, password management, MFA and how to react and be proactive to general security related issues
 
·Experience of providing remote support for users and systems, including resolution of technical issues on the phone, always with proactive thinking and security and Service key to the values.
·Must have excellent communication, patience and customer service skills, as well as the ability to communicate complex technical concepts to non-technical audiences.
·Must be able to communicate with Executive level board members, as well as end-users, and internal teams, in an ultimately professional way at all times
·Superb customer service and communication skills, both written and verbal
·Show commitment to resolving problems as quickly as possible, showing empathy to customers at all times with a can-do positive attitude at all times
·Excellent team player able to contribute ideas, be engaged with the organisation, and to support fellow team members at all times in ensuring a successful team within and across departments
 
Desirable:
·An understanding of basic MAC OS and experience in setup and support issues