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Senior Support Engineer (St. Helens)
Office Based
Full Time
Permanent
Salary: £40,000.00 - £45,000.00

Due to continued growth, IT Support 365, a leading Managed Service Provider have a fantastic career opportunity for a Senior Support Engineer to join their existing team in this specialised role.

About the role:

You will already have at least 3 years experience providing 3rd line support to clients in a Microsoft environment. You will be dealing with clients remotely including escalations and so previous experience working in this setting is essential.

Job Description:

Your role will be to provide technical advice and practical assistance to our clients and end users including the following functions:

• Microsoft 365
• Assisting in 1st/2nd line technical support to our client's staff, answering support queries.

• Implementing IMACS (Install, Moves and Changes).

• Provide 3rd line server support in conjunction with our Service Desk team.

• Diagnosing and resolving of complex issues in a Microsoft environment:

• Windows Server 2019
• Hyper-V
• Exchange
• SQL
• Active Directory
• Azure
• SharePoint

• Excellent problem solving and trouble-shooting skills with an ability to isolate problems to specific parts of a system and diagnose under tight time constraints.

• Resolving issues with PC’s, networks and networked devices (printers, scanners, switches etc)

• Performing System administration and maintenance.

• To take ownership of user problems and be proactive when dealing with user issues.

• Creating and updating technical documentation including work instructions, standard operating procedures/manuals

• Project activity including making technical recommendations in the scoping of IT projects for clients

• Coaching and mentoring 1st/2nd line engineers/analysts upon resolving escalated issues

Requirements:

• 3 years experience in 3rd line support role
• Experience of Microsoft 365 Azure, AD, SQL & Hyper-V , M365 migrations essential!
• Microsoft, CompTIA, Cisco or other manufacturer accreditations/qualifications.
• Experience of working to SLA’s.
• Experience of working with an ITIL ITSM environment

Our hours of operation are between 8am and 6pm and so you will be required to work between these hours.

From time-to-time, you may be required work outside the office hours due to client or project requests and so you will be flexible.

Work remotely

• No

Job Types: Full-time, Permanent

Salary: £35,000.00-£45,000.00 per year

Benefits:

• Company events
• Company pension
• On-site parking
• Sick pay

Schedule:

• Monday to Friday

COVID-19 considerations:
Hand sanitisers are on site with face masks provided for client visits. We also conduct temperature checks daily.

Experience:

• Hyper-V: 3 years (preferred)
• 3rd line technical support: 2 years (required)
• Microsoft 365: 3 years (required)

Work Location: One location

Expected start date: 01/03/2023