Senior Support Engineer
Your new company
A leading IT Managed services provider
Your new role
Senior Support Engineer
What you'll need to succeed
Hays are collaborating with a client, a prominent IT Managed Services provider, delivering computer services to a diverse range of SME clients. An exciting opportunity has emerged within their technical team for a Support Engineer to offer remote and telephone support to their varied customer base.
This hybrid position involves working from home with a monthly office visit. You will also act as an escalation point and mentor for other engineers, assisting with complex support issues and major outages. The client serves as the IT department for many customers or provides an escalation point for other IT Support departments, so experience in a similar role and familiarity with the technologies listed below are ideal.
Key Responsibilities:
- Manage support calls as needed
- Serve as an escalation point and technical lead for major outages for both external customers and the internal network
- Take full ownership of issues until resolution
- Stay current with the latest technologies and platforms
- Assist with cross-training initiatives
- Collaborate with the Support Department Manager
- Experience working with a Managed Service Provider (MSP)
- Installation and troubleshooting of Microsoft Windows desktop OS’s
- Proficiency with Microsoft Office, including recent versions and 365
- Experience with Microsoft Windows Server (2008, 2012, 2016, 2019, 2022)
- Expertise in Microsoft Exchange Server (2007 to 2019), Office 365, and Exchange Hybrid Deployment, including message flow and troubleshooting mail server issues
- Knowledge of Active Directory, Azure AD, and Azure AVD
- Deployment and troubleshooting of Microsoft Teams
- Strong networking skills (TCP/IP, L2&L3, VOIP, VLAN, Spanning Tree, Routing, etc.) for installation and troubleshooting
- Understanding of WAN technologies (xDSL, FTTC, FTTP, 4 & 5G, Leased Lines, Routers, etc.) for installation and troubleshooting
- Firewall knowledge (NAT Policies, troubleshooting bandwidth issues, traffic shaping, etc.), ideally SonicWALL, with product training provided
- Familiarity with controller-based wireless technologies and troubleshooting
- Server hardware troubleshooting skills
- Knowledge of SAN and shared storage technologies (NFS, iSCSI, snapshotting, replication, cloning)
- Experience with virtualisation technology, particularly VMware vSphere and Hyper-V clustering
- Proficiency with backup software (Veeam, Acronis)
Desirable Skills:
- SharePoint administration
- Azure AD Connect
- Azure MFA
- Azure Conditional Access
- Azure Application Proxy
- Intune / Autopilot
- MS Teams Voice
- Knowledge of Microsoft 365
Soft Skills:
- Ability to work independently to resolve support issues innovatively while recognising when to seek team assistance
- Make appropriate decisions on behalf of customers
- Willingness to go the extra mile to resolve client issues
- Strong written and verbal communication skills
- Analytical and methodical approach
- Ability to work under pressure and manage varying call priorities
- Enthusiasm for expanding knowledge both in and out of work
- Clear communication at both technical and end-user levels
- Excellent documentation skills
- 31 days
- Remote working
- Option to buy and sell annual leave
- Car Allowance
- Life Insurance
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
#4656578 - Ishraaq Hussain