Based in our Watford office, the IT Support Engineer will have demonstrable experience in providing hands-on Second and Third-line support to users of a predominately Microsoft based environment.
The IT Department is expanding its role to support the rapidly growing global business. At the same time, we are beginning to realise our Cloud adoption strategy. This is an exciting time of change to join the company and for the right person will present a unique challenging opportunity.
Responsibilities of the IT Support Engineer
Provide technical leadership, mentoring and support to First & Second-Line support engineers.
Be the escalation point for any tickets that cannot be handled at more junior levels.
Maintain and ensure system availability as per agreed SLAs.
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.
Requirements of the IT Support Engineer
Minimum 5 years’ experience in IT support roles.
Expert knowledge in a range of the following: Microsoft Server operating systems, Office 2010 – 2016, Windows 7 – 10, Office365, Active Directory, Domains, Forests and Group Policy.
Strong knowledge of VMware ESXi
Strong networking knowledge switch/router/firewall ideally using Cisco technologies.
Excellent telephone manner and client facing experience.
Excellent customer service skills.
Solid planning and organisational skills.
Logical approach to problem solving with a keen eye for detail.
Ability to effectively communicate both in writing and verbally.
Passionate and knowledgeable about emerging IT technologies.
Willing to participate in an on-call service
Willing to work additional or odd hours as required to get the job done
Educated to degree level in a relevant field or demonstratable experience.
Certification in Cisco (CCNA or equivalent).
Certification in Microsoft (MCSE or equivalent).
Strong PowerShell knowledge.
Azure and/or cloud technologies. Especially migration programmes.
Knowledge of Datto products such as Datto Backup, Backupify, or Datto RMM would be an advantage.
Any other languages spoken, especially western European.
Worked in a global environment.
If you feel like you meet the above criteria for the IT Support Engineer, then please apply now!