support engineer London, England
Job description
About WeSeeNow
Established in 1999, WeSeeNow, is a privately owned business delivering fully Managed IT Infrastructure & Cyber Security Support, alongside Voice, Data and Cloud solutions to SMEs and charities across Greater London. You’ll be joining one of only a few Managed Service Providers (MSP) operating in accordance with IASME Governance and Cyber Essentials standards. This enables us to provide best in class Managed IT Infrastructure and Cyber Security Services to our clients.
We don’t put profits first, and we judge our success by our ability to look after both our employees and our clients. As integrity is at the heart of everything we do, we will only ever provide products and services that help to solve our clients’ problems.
About the Role
The role offers exposure to the full IT landscape, not just a subset of the technology. It would suit a professional who enjoys working in a fast-paced technical environment, learning new technologies and sharing the knowledge, to help us grow and develop the new generation of skilled engineers.
As a senior engineer within the team, you will be expected to travel to customer sites, as and when needed. As such, you will demonstrate good levels of empathy and excellent customer management skills, to be able to provide first-class service to our clients.
Responsibilities
Resolve and manage Incident and Problem tickets
Deliver an outstanding customer service through all channels of communication
- As part of a wider team, answer incoming calls from customers and create tickets, or route calls through to other engineers as required
- Ensure accurate, consistent, and clear communication via tickets, emails and over the phone
- Ensure detailed notes and time entries within each ticket
Resolve tickets within your technical ability and collaborate with the wider team to find solutions
Follow the existing procedures and act as a champion of documentation, amend and create new guides where applicable
Complete time and expense reporting requirements
Promote an inclusive and respectful working environment
Support the training and onboarding of junior and new engineers to the team
Qualifications, skills and experience
A proven track record of working with a range of technologies, both Cloud and on-premise with awareness of the ITIL framework, either in an IT department as part of a wider organisation, or as part of an MSP (managed service provider), with an understanding of the technology challenges faced within small business and charity organisations.
Microsoft 365 / Azure / Cloud Certification (Azure Fundamentals, Azure Administrator, O365)
Microsoft OS, Mac OS
Desktop Support and deployment experience (Windows 7 - latest)
Server Support and deployment (2003 – latest)
Network support and deployment experience
Advanced Networking experience (routing, switching, VPN’s and firewalls)
VMWare and Hyper-V administration and troubleshooting Experience
Microsoft Azure Administration, Security and Support
MS 365 migrations, deployment, and support experience
Monitoring infrastructure platforms (physical and virtual)
Also, desirable - experience in:
PowerShell scripting
Web and domain skills including editing DNS records
MDM & Endpoint Management (incl. MS Intune)
VOIP system troubleshooting / configuration
Cyber Essentials and Cyber Security Standards
About you
We're looking for someone who is proactive, organised, articulate and methodical. You'll have integrity delivering on what you say you will deliver and have excellent communication and engagement skills as you develop an understanding of your customer requirements and deliver against these.
- Problem solver
- Self-motivated and positive
- Team player. Able to develop and foster an inclusive and collaborative working environment
- Keen to learn and share knowledge
- Able to respond to a fast-changing technical environment
What we offer in return
As well as a generous salary we offer an excellent range of benefits:
- Company pension
- Social calendar of events
- 28 days holiday (including 8 public holidays) – earn more holidays with years of service
- Learning and development programme for industry training and certifications
All applications for this Senior IT Support & Services Engineer role are to be submitted online, and strictly no agency calls or agency CV submissions.
Successful candidates are subject to a basic DBS check.
Job Type: Full-time
Salary: £34,500.00-£40,500.00 per year
Benefits:
- Company events
- On-site parking
Schedule:
- Monday to Friday
- Overtime
Supplemental pay types:
- Loyalty bonus
- Performance bonus
- Yearly bonus
Ability to commute/relocate:
- London, NW2 6LN: reliably commute or plan to relocate before starting work (required)
Experience:
- Technical support: 5 years (required)
- Managed Service Provider (MSP): 1 year (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: In person
Application deadline: 14/07/2023
Reference ID: SITSE062023_01
