IT Support Engineer (Senior/Third Line)

Based in our Watford office, the IT Support Engineer will have demonstrable first-hand experience in providing second/third line support to users of a predominately Microsoft based environment on a global basis.


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General Summary

Based in our Watford office, the IT Support Engineer will have demonstrable first-hand experience in providing second/third line support to users of a predominately Microsoft based environment on a global basis.

Principal Duties and Responsibilities

  • Provide leadership, mentoring and support to First & Second Line support engineers
  • Be the escalation point for any tickets that cannot be handled within first/second line
  • Provide user support for computer related queries, server and network functions at senior level
  • Ability to prioritise and effectively manage and communicate problem status to users
  • Strong business engagement and customer management
  • Record, prioritise and manage all requests and incidents reported
  • Maintain documentation with incremental updates and process changes
  • Create end user guides
  • Assist with the effective planning and development of the IT infrastructure

Demonstrable Experience 

Essential

  • Expert knowledge of Microsoft based operating systems and solutions with emphasis on Windows Server 2008R2 - 2016 and Exchange Server 2010/2016
  • Microsoft Office 2010 - 2016
  • Microsoft Windows 7 – 10
  • Expert knowledge of Microsoft Office 365
  • Expert knowledge of Active Directory, Domains, Forests and Group Policy
  • Strong knowledge of VMware ESXi hosts and vCenter clusters
  • Strong networking knowledge switch/router/firewall ideally using Cisco technologies
  • Excellent telephone manner and  client facing experience

Desirable

  • Certification in VMware (VCP or equivalent)
  • Certification in Cisco (CCNA or equivalent)
  • Certification in Microsoft (MCSA or equivalent in any field)
  • Strong PowerShell knowledge
  • Knowledge of Microsoft Azure and/or Amazon AWS
  • Knowledge of Datto products such as Datto Backup, Backupify, or Datto RMM would be an advantage

Required Skills, Abilities, Soft Skill Factors

  • Solid planning and organisational skills
  • Educated to degree level in a relevant field is desirable
  • You will be passionate and knowledgeable about emerging IT technologies
  • Logical approach to problem solving
  • A keen eye for detail
  • Minimum 5 years’ experience in IT support roles
  • Ability to effectively communicate both in writing and verbally

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