Senior Helpdesk Engineer

As one of Kents top-tier Managed Service Providers, we are seeking a Senior Helpdesk Engineer to join our busy team in Rochester, Kent, providing 2nd/ 3rd line support to over 2000 users across Kent and the Southeast. The role is office based with occasional visits to client premises to provide on-site support as and when required. We believe in a healthy work/life balance, and whilst this is an office-based role (as this encourages camaraderie, communication, and teamwork), we have recently implemented "work from home Fridays".

We understand that career progression is important to you, so we actively support our engineers in completing professional training and certification (particularly for Microsoft 365 & Azure). In addition to helpdesk progression, there is the potential to gain exposure to more advanced areas of IT by working alongside the Projects and Cyber teams.

Responsibilities

Technical Support:

* Provide 2nd/3rd line support for hardware and software issues across multiple endpoints.
* Diagnose and resolve technical issues escalated from 1st line support.
* Manage and resolve complex technical incidents and service requests efficiently.
* Ensure all issues are logged, prioritized, and resolved within agreed SLAs.

Microsoft 365 and Azure Administration:

* Manage and support Microsoft 365 environments including user management, Exchange Online, SharePoint, InTune, Entra ID, and Teams.
* Troubleshoot and resolve Microsoft 365 and Azure-related issues ensuring optimal performance and uptime.
* Assist the Projects team with migrations, configurations, and updates of Microsoft 365 and Azure services.

Client Interaction:

* Provide excellent customer service and support to clients, ensuring a high level of client satisfaction.
* Communicate effectively with clients to understand their IT needs and provide appropriate solutions.
* Strong customer service orientation.
* Emphasis on communication via telephone, rather than purely E-Mail based.
* Experience working directly with clients to understand and address their IT needs.

System Maintenance:

* Perform regular maintenance and updates on client systems to ensure security and reliability.
* Monitor system performance, identify issues, and implement corrective actions.
* Collaborate with other IT team members to develop and implement IT policies and best practices.

Documentation and Reporting:

* Maintain detailed documentation of technical issues, solutions, and client interactions.

Essential Skills & Experience

Technical Expertise:

* In-depth knowledge of Microsoft 365 and Azure administration and troubleshooting.
* Proficiency with Windows operating systems and Microsoft Office Suite.
* Experience supporting Apple Macs.
* Experience creating and managing scripts using PowerShell and RMM tools.
* Experience with endpoint management and support.
* Familiarity with networking concepts and technologies (e.g., TCP/IP, DNS, DHCP).

Problem Solving:

* Strong analytical and problem-solving skills.
* Ability to troubleshoot complex technical issues and provide effective solutions.

Communication:

* Excellent verbal and written communication skills.
* Ability to explain technical concepts to non-technical users clearly.

Additional Requirements:

* Full clean UK driving licence for manual vehicle.
* You must be capable of passing a DBS check.

Nice to Have but Not Essential:

It would be great if you had some of