network engineer Leeds, England
Job description
Position: IT Support Engineer
Responsibilities:
We are seeking a dedicated IT Support Engineer to join our team and provide exceptional technical assistance to our clients. Your responsibilities will include:
- Logging client support requests accurately and with attention to detail in our support ticketing system. Clients can reach out for support via phone, email, or our website's contact form.
- Managing, investigating, and resolving client support requests remotely (via phone or email) and on-site when necessary.
- Efficiently handling multiple tickets and projects simultaneously.
- Creating, updating, and managing client knowledgebase articles to ensure accurate and comprehensive documentation.
- Configuring and installing IT software and hardware for clients.
- Administering the IT Departments, IT Procedures mailbox and managing alerts from client infrastructures (when on-rota).
- Following department and company-wide work instructions while actively contributing suggestions for their improvement.
- Proactively maintaining our customer management dashboard to ensure clients' infrastructures have the latest software and firmware updates.
- Reporting directly to the IT Services Manager for task assignment and day-to-day support.
- Acting as a mediator in pre-sales activities when sales enquiries come through the support channel.
- Participating in annual training courses to enhance proficiency in software used for delivering high-quality support services.
- Contributing to the upkeep and cleanliness of the workplace facilities, ensuring workspaces are maintained to a high standard.
Essential Experience & Skills:
To be considered for this role, candidates should possess the following experience and skills:
- Minimum of 1 year of commercial IT systems support, preferably in a similar SME or MSP environment.
- Proficiency in managing Windows server operating systems and associated tools for on-premises IT infrastructures (AD DS, DNS, DHCP, GPO, File & Print Services).
- Experience in secure configuration, administration, and installation of Windows desktop operating systems.
- Competence in configuring and administering networking equipment such as routers, switches, and wireless access points.
- Ability to configure anti-virus policies and effectively resolve security threats.
- Familiarity with backup technologies, including configuring jobs and restoring files and folders.
- Experience in provisioning and ongoing support of Microsoft 365 tenants, particularly Azure AD, Exchange Online, SharePoint Online, OneDrive, and Teams.
- Confidence and proficiency in working with server and PC hardware, including equipment installation in server cabinets.
Desirable Experience:
Candidates with the following experience and knowledge will be given preference:
- Proficiency in PowerShell scripting to streamline environments and efficiently diagnose and resolve issues.
- Familiarity and experience with other Microsoft products.
- Experience working with DrayTek, Fortinet, and Sophos XGS appliances and operating systems.
- Familiarity with Arcserve/StorageCraft products (SPX and SaaS backup).
- Experience with Sophos and Panda anti-virus products.
- Knowledge of HP ProLiant and Fujitsu Primergy Server hardware.
- Proficiency in supporting HP, Fujitsu, Lenovo, and Dell client computing devices.
- Comfortable with supporting and troubleshooting mobile technologies (iOS and Android devices).
- Familiarity with telephony systems, particularly VOIP systems.
Job Types: Full-time, Permanent
Salary: £25,000.00-£30,000.00 per year
Benefits:
- Flexitime
Schedule:
- Flexitime
- Monday to Friday
Ability to commute/relocate:
- Leeds: reliably commute or plan to relocate before starting work (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
