Senior Support Desk Engineer

Are you ready to elevate your career by leading a Support Desk at for a prominent company at the heart of Birmingham's dynamic IT landscape?

Do you envision yourself as a key player in one of the fastest growing privately-owned technology companies in the UK that has been recognised in the Sunday Times TechTrack 100 listings?

Are you seeking a career opportunity at the heart of Birmingham city centre, where you'll excel in your career and be a crucial part of a tech success story?

This company is a prominent provider of managed IT services, delivering comprehensive computer solutions to a diverse clientele of small and medium-sized enterprises throughout the region. An exciting opportunity has emerged within this technical team for a Senior Support Desk Engineer, responsible for delivering remote and telephonic assistance to its diverse customer base.

This role encompasses a hybrid work arrangement, predominantly operating from a remote location. In addition, you will assume the role of an escalation focal point and mentor, guiding fellow engineers in resolving intricate support issues and significant service disruptions. We function as the IT department for numerous clients and act as an escalation point for other IT Support entities, making prior experience in a similar capacity highly desirable.

Primary Responsibilities:

• Assume responsibilit y for support calls as necessary
• Serve as an escalation focal point and technical lead during major outages for both external clients and Protech Solutions' internal network
• Provide technical support and devise solutions for our customers
• Troubleshoot problems, conduct system tests, and propose effective solutions
• Install, configure, and maintain hardware and software systems
• Monitor system performance and proactively implement solutions
• Ensure adherence to security policies and procedures
• Stay current with the latest technologies and platforms
• Develop and upkeep documentation
• Assist in cross-training initiatives
• Collaborate with vendors to ensure timely resolution of issues
• Adhere to agreed-upon SLAs
• Collaborate with the support department

Technical Proficiency

Essential Skills:

• Profound understanding of Networking (TCP/IP, DNS, DHCP, VLANs, etc.)
• Familiarity with WAN technologies (xDSL, FTTC, FTTP, 4 & 5G / Leased Lines / Routers, etc.) installation and troubleshooting
• Proficiency in VMware/ Hyper-V
• Experience in handling major outages, including ransomware/crypto locker attacks
• Experience in diverse customer environments (On-premise & Cloud).
• Exceptional documentation skills, evident in both technical documents and customer communication
• Proficiency in Firewalls, Routers, and Switches
• Advanced knowledge of Active Directory, Azure AD, MFA, Conditional Access, Endpoint Manager

Strong knowledge and administration of:

• Microsoft 365
• SharePoint
• Microsoft Teams / Teams Voice
• OneDrive
• Autopilot
• Experience in 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 necessary for major outages