New Vacancy – IT Support Engineer

This is a great opportunity to work for a small, friendly, local IT company.

About the Role

You will be responsible for delivering first-class telephone, remote and on-site support to our customers across varying sectors. Working with the project team and independently to resolve incidents using Autotask Service ticketing software. This is a varied and interesting role and will allow you to monitor, co-manage, and contribute to the operation of our advanced RMM software.

Responsibilities

Primary responsibility will be to provide 1st to 3rd line technical support and onsite project work to our clients within set SLAs; this includes (but is not limited to):

  • Respond to Client service requests by providing remote desktop and server support within support agreement targets (SLAs)
  • Support Microsoft 365 issues and change requests
  • Create and maintain requests in our ticketing system raised by the customer via telephone and email.
  • Manage own daily schedule by working through the service board and monitor, categorise, and setting the priority of incoming tickets
  • Communication with customers required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • Troubleshoot and resolve issues with Microsoft / MacOS operating systems
  • Proactively review alerts originating from customer infrastructure
  • Administer and support on-premises/Azure Active Directory
  • Build and configuration of both physical and virtual machines
  • Provide networking support for routers, switches, firewalls, wireless access points
  • Monitor and manage security software and cloud tools (Microsoft 365/Watchguard)
  • Backup creation and administration
  • Perform preventative maintenance activities
  • Maintain our documentation system
  • Escalation of tickets to the relevant persons or team as necessary
  • Keep customers regularly updated, both via our ticketing system and telephone
  • Supporting Project Managers with the preparation and delivery of projects
  • Complete project tickets and phases as assigned
  • Make sure new/pending tickets do not exceed our SLA by picking up unassigned tickets
  • Visit customer premises when necessary
  • Stay up to date with advances in technology

Place of Work

  • Office Based – Ashford, Surrey with travel to client sites using a pool car.

Hours of Work

  • 40 hours a week Monday to Friday (8:30 to 5:30 with 1-hour lunch)
  • Out-of-hours support (when required between 7am and 7pm)

Skills

All candidates should demonstrate a good understanding of the following skills;

  • Desktop and server hardware
  • Microsoft Windows 10/11
  • Microsoft Office desktop apps (to the latest version)
  • macOS (to the latest version)
  • Microsoft 365, including Exchange, SharePoint, OneDrive, Teams
  • Switches and firewalls
  • Networking knowledge (TCP/IP, DNS, DHCP and VPN)
  • Use and management of RMM software
  • Network Security (Watchguard experience Preferable)

Desirable

  • Advanced networking (VLANs etc.)
  • Active Directory / Azure Active Directory
  • Microsoft Windows Server
  • Multi-Factor Authentication
  • Cyber Essentials understanding and compliance
  • Endpoint Protection (Watchguard/Panda Preferable)

Personal Skills

  • Clear and fluent English (written and spoken)
  • Excellent customer service and communication skills
  • Ability to manage and prioritise tasks
  • Timekeeping and time management
  • Work as a team and independently
  • Self-motivated, resourceful, and keen to learn and share knowledge
  • Ability to lead by example – developing and maintaining a respectful and inclusive working environment
  • Ability to plan, organise and adapt to changing job tasks within own role
  • Strong analytical, logical, and troubleshooting skills
  • Strong efficiency skills, with the ability to multi-task in a fast pasted environment
  • Willing to take a flexible approach to working hours
  • Driving License

Salary is competitive and will be based on the skills and experience of the individual.

For more information or to apply please email Joss Child – recruitment@timelessims.co.uk