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SalarySenior Support Desk Engineer - 2nd & 3rd Line - Remote Working
£40,000pa to £50,000pa (dependant on experience) + Extensive Benefits Package + Car Allowance
West Midlands UK - This is a hybrid role mainly working from home.
Our client is a leading IT Managed Services Provider offering computer services to a wide range of SME organisations across the UK
After a highly successful 2023, and scoping for increased client expansion for 2024 and 2025, a need within their Technical Team has arisen for a Senior Support Desk Engineer providing remote and telephone 2nd and 3rd Line Support to varied customer base.
As Senior Support Desk Engineer, you will work remotely serving as an escalation point and mentor for other IT Support Engineers assisting with the more complex and more challenging technical support issues and major IT outages.
As a key player in the IT Department for many customers, you will not only provide a point of escalation for other IT Support departments, but you will also take ownership of issues and see problematic technical scenarios through to resolution, and ultimately happy and thankful customers.
Technical Skills Required:
- Strong knowledge of Networking (TCP/IP, DNS, DHCP, VLANs, etc.)
- Knowledge of WAN technologies (xDSL, FTTC, FTTP, 4 & 5G / Leased Lines / Routers etc.) installation and troubleshooting
- Expertise in VMware/ Hyper-V
- Experience of dealing with major outages including ransomware/crypto locker attacks
- Experience of working on different customer environments (On premise & Cloud).
- Excellent and demonstrable documentation ability, for both technical documents and customer communication
- Expertise in Firewalls, Routers and Switches
- Expert knowledge of Active Directory, Azure AD, MFA, Conditional Access, Endpoint Manager
- Preferable Skills:
- In-depth knowledge of Windows Server (2008, 2012, 2016, 2019)
- Expertise in Windows Desktop Operating Systems (7, 8, 10,11)
- Proficient in Microsoft Exchange Server 2007 to 2019, Office 365, and Exchange Hybrid deployment.
- Strong knowledge and administration of: Microsoft 365, SharePoint, Microsoft Teams / Teams Voice, OneDrive and Autopilot
- Experience building servers and AD from scratch
- Knowledge of SAN and shared storage, technologies such as NFS and iSCSI, snapshotting, replication, and cloning
- Flexible working hours - OOH when required for major outages
Desired Skills:
- Strong knowledge of controller based Wireless technologies and troubleshooting
- Experience of working with and managing 3rd party vendors to drive cases to resolution.
Key Responsibilities:
- Previous experience in a similar role in an IT solutions environment
- Take ownership of support calls as and when required
- Act as an escalation point and technical lead for any major outages for both external customers and Proband's internal network
- Provide technical support and solutions to our customers
- Troubleshoot problems, carry out system tests and recommend solutions
- Install, configure, and maintain hardware and software systems
- Monitor system performance and provide proactive solutions
- Ensure compliance with security policies and procedures
- Remain up to date with the latest technologies and platforms
- Develop and maintain documentation
- Assist with cross training
- Liaise with vendors to ensure timely resolution of problems
- Working within agreed SLA's
- Working alongside support department
Call Experis IT Today on 0121 712 8715
