It Support Engineer

Our client is currently recruiting for a IT Support Engineer, within this role you will be responsible for providing telephone, remote and on-site support to our customers across varying sectors. You will also be expected to complete project work both in a team and independently to strict deadlines. You will resolve incidents using Autotask Service ticketing software. You will be required to monitor, co-manage, and contribute to the operation of our advanced RMM software.

- 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

Person / Experience Required

- 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)

- At least two years of experience in a similar role (essential)

- CompTIA A+/Network+/Security+ (desirable)

Please note:

As you can appreciate we are currently overwhelmed with applications of individuals looking for both short term and permanent work and we can therefore only contact those applications that have relevant skills for positions that we currently have available. Should you not hear from us within a week, please assume you have been unsuccessful on this occasion.

In line with GDPR regulations, we are making you aware that to proceed with your application we will need to contact you via email, telephone and/or text message. To receive future job alerts from us, you will be required to provide consent within our marketing preference options. The link will be provided in an email to you. Source4 are an equal opportunities employer and complies with all relevant UK legislation. If you are successful in your application, you will be required to attend a full registration with one of our Consultants which will involve you providing a current passport, any relevant visas, a proof of address and completing relevant tests and a full competency based interview.