It Support Engineer

Job DescriptionIT Support Engineer

National Care Group (NCG) is a leading care provider and support services to vulnerable adults throughout England and Wales. We work closely with the people we support, their family members, local authorities, and commissioners to provide high-quality, person-centred support across the following services: supported living, residential care, outreach & home support, day services and an education college.

National Care Group seeks a skilled IT Support Engineer to join our dynamic IT Team. As a technician, you will play a crucial role in providing technical support, troubleshooting complex issues, and ensuring the smooth operation of our IT systems. If you have a passion for solving technical problems, excellent communication skills, and a strong foundation in IT support, we would love to hear from you!

On offer is:

• 5 Days per week, Monday to Friday (Hybrid)

• 33 days annual leave (inclusive of Bank Holidays)

• Daily lifestyle benefits

Job Description:

We seek a talented and motivated IT Support Engineer with expertise in managing Microsoft 365 (M365) infrastructure. The ideal candidate will have a strong background in IT support, particularly with a focus on cloud-based solutions such as M365. As an IT Support Engineer, you will be responsible for maintaining, troubleshooting, and optimising our M365 environment to ensure maximum efficiency and reliability for our organisation.

Key Responsibilities:

M365 Infrastructure Management:

Manage and maintain Microsoft 365 tenant configurations, including user accounts, groups, and licenses.
Monitor and optimise Exchange Online, SharePoint Online, OneDrive for Business, Teams, and other M365 services for performance, security, and reliability.
Implement and manage M365 security and compliance features, such as Azure Information Protection, Data Loss Prevention (DLP), and Advanced Threat Protection (ATP).
Configure and maintain M365 identity and access management solutions, including Azure Active Directory (AAD) and Single Sign-On (SSO).
Technical Support:
Provide technical support to end-users for M365-related issues, including email, document collaboration, and communication tools.
Troubleshoot and resolve M365 service disruptions, connectivity issues, and performance problems in a timely manner.
Collaborate with internal teams and external vendors to escalate and resolve complex technical issues.
Documentation and Training:
Create and maintain technical documentation, including system configurations, procedures, and troubleshooting guides.
Conduct training sessions and workshops for end-users to promote effective utilisation of M365 services and features.
Security and Compliance:
Implement and enforce security best practices for M365, including user access controls, encryption, and authentication mechanisms.
Ensure compliance with regulatory requirements and industry standards related to data protection and privacy.
Continuous Improvement:
Stay up-to-date with the latest trends and developments in M365 technologies and best practices.
Proactively identify opportunities to optimise and enhance our M365 infrastructure to meet evolving business needs.

Position Requirements:

Strong understanding of Microsoft 365 services, including Exchange Online, SharePoint Online, OneDrive for Business, Teams, and Azure Active Directory.
Experience with M365 security and compliance features, such as Azure Information Protection, DLP, and ATP.
Excellent problem-solving skills and ability to troubleshoot complex technical issues.
Strong communication and interpersonal skills, with the ability to effectively interact with end-users and stakeholders.
Desirable Microsoft certifications (e.g., Microsoft 365 Certified: Modern Desktop Administrator Associate, Microsoft 365 Certified: Security Administrator Associate) preferred.
Proficiency in PowerShell scripting for automation and administration tasks.

Proven experience as an IT support technician or similar role, with a focus on troubleshooting and resolving technical issues.
Familiarity with Samsung Knox Management is preferable.
Bachelor’s degree in information technology or a related field, or equivalent work experience.
Willingness to travel as required to support and collaborate with team members at various sites.
Strong knowledge of IT systems, hardware, software, and networking concepts.
Proficiency in troubleshooting and resolving complex technical issues.
Experience with ticketing systems and incident management processes.

Knowledge, Skills, and Expertise:

Project Planning: Proficiency in planning and executing IT projects.
Topology & Network Design Implementation: Ability to design and implement network topologies.
Data Centre Management: Experience in managing data centre operations.
Understanding of Switch and VoIP solutions: Familiarity with switching technologies and Voice over IP solutions.
LAN/WAN/WLAN Project Implementation, Troubleshooting, and Support: Proficiency in implementing, troubleshooting, and supporting local area networks (LANs), wide area networks (WANs), and wireless LANs (WLANs).
Support & Maintenance of Server and Desktop Hardware and Operating Systems: Experience in supporting and maintaining server and desktop hardware and operating systems.
Microsoft Active Directory, GPO’s, DNS & DHCP: Proficiency in managing Microsoft Active Directory, Group Policy Objects (GPOs), Domain Name System (DNS), and Dynamic Host Configuration Protocol (DHCP).
MS Exchange/O365 Management, Installation, and Migration: Experience in managing, installing, and migrating Microsoft Exchange and Office 365 environments.
Azure Platform - Setup & Configuration: Proficiency in setting up and configuring Azure cloud services.
Backups/Replication - BC/DR: Experience in implementing backup, replication, and business continuity/disaster recovery solutions.
Security Technologies – Firewall/VPN/AV: Familiarity with firewall, virtual private network (VPN), and antivirus (AV) technologies.
Cyber Essentials+/ISO27001/CIS: Understanding of cybersecurity frameworks such as Cyber Essentials+, ISO 27001, and Centre for Internet Security (CIS) benchmarks.

By combining the requirements and expertise, the position seeks a candidate with a strong background in IT support, proficiency in various IT technologies, and experience in project management and cybersecurity.