IT Support Engineer

Competitive salary, dependent on experience

Full time, permanent

Main purpose of the role:

• To provide 2nd and 3rd line helpdesk support to clients, assisting them with hardware and software problems via phone, email & remotely.
• To implement client IT projects working as part of a team and on your own.

What kind of person are we looking for?

Skills

• Sound Cloud skills – practical experience of some or all of the following:
• M365 admin (e.g. tenancy creation/set up/licencing), Mobile Device Management, InTune, Conditional
• Access, MFA, Azure AD, SharePoint/OneDrive site creation & admin
• Data and email migrations to M365 SharePoint/OneDrive
• MSP experience servicing multiple clients and technologies
• Personal attributes
• Good communication, telephone and client facing skills
• Personable, service driven, with a sense of humour
• Willing to work and continually acquire knowledge necessary to perform tasks and projects

Duties and Responsibilities

We are problem solvers and so much more. We are trusted by our clients to enable, deliver and support them based on our founding principles of Trust, Transparency and the Personal Touch. Our reliability, quality and proactivity are encapsulated in living our moto of Today not Tomorrow.

We build relationships and every interaction matters.

• Engaging with clients to provide 1st/2nd & 3rd line technical support;
• Taking ownership and resolving support queries via phone, email & remotely.
• Managing tickets on our Autotask Service Desk system including carrying out and documenting service
• actions & documenting closed calls & resolutions.
• Liaising with clients to keep them up-to-date their requests.
• Conducting software and hardware auditing and license management projects.
• Documenting clients IT infrastructure, in terms of network topology, server & PC hardware, software, networks, firewalls, switches and routers.
• Application management and deployment
• Management of corporate anti-virus & firewall solutions.
• Responsible for patch management for both desktops and servers.
• Perform System administration on client infrastructure & servers.
• Check client backups and resolving backup issues
• Carrying out project work for clients as part of a team or on your own
• Proactively identifying opportunities to better enable and secure our clients infrastructure
• Knowledge sharing with the team to upskill and support development of the teams technical and client knowledge