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