As our Senior IT Engineer, you will be responsible for:
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Acting as an escalation point to 1st and 2nd line technicians.
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Providing technical Support and ticket resolution for servers and infrastructure across a broad range of customers and technologies.
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Maintaining a high degree of customer service for all IT Support queries and projects.
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Accurately updating /maintaining our ticketing system and striving to exceedSLAs.
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Responding to enquiries from clients and escalated tickets and effectively resolve any server hardware or software problems.
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Liaising with third party software\hardware providers to expedite prompt resolutions for clients.
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Provide guidance on cybersecurity and IT best practices.
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Effectively managing tickets & task through a PSA.
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Managing Project works efficiently.
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Mentoring and supporting colleagues.
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Providing technical support resource to support teams.
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Maintain accurate technical documentation and asset records.
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Out of Hours work on occasion
Skills / Experience preferred:
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Proven experience in a 2nd/3rd line support role within an MSP.
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Windows Server 2012, 2016 and 2019 installation, operation and troubleshooting
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Varied Cloud Solutions experience.
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Configure and manage virtualised environments (Hyper-V, VMware).
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Familiarity with backup solutions, RMM tools, and IT security practices.
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Exchange Online, Microsoft 365 deployment, operation and troubleshooting
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Active Directory and Group Policy Administration
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Microsoft Azure deployment, support and development exposure.
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Networking – Routers/Switches/Firewalls installation, operation and troubleshooting
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Cisco Meraki &Unifi configuration, deployment & management
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Connectivity – Experience specifying and deploying Fibre, MPLS, EFM,vDSL.
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Network troubleshooting TCP/IP, DNS, DHCP, LAN/WAN, IPSec
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Excellent troubleshooting and communication skills across a variety of disciplines
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Desirable/advantageous Telephony – 3CX,Gamma, Microsoft Business Voice.
Preferred Qualifications:
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HND or BSC / Degree in Computer Science
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Relevant certifications & accreditation -e.g.CompTIA, Microsoft, Azure Fundamentals would be an advantage.
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ITIL v4 certification(or willingness to work towards it)
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Current Driving License and owncar required.
