Technical Support Engineer - East Sussex The Experience Education Student Travel Group is a collective of specialist brands dedicated to delivering exceptional and memorable travel experiences for schools and groups. Over the last 4 decades, more than 3000 schools across the UK have entrusted Experience Education to facilitate educational travel experiences for more than 1.5 million travellers, throughout 1000 incredible destinations. Our specialist brands operate across 5 unique travel categories: curriculum tours; expeditions; ski trips; sports tours; and UK activity centres. The role We are seeking an experienced Technical Support Engineer to cover our end-user support services, IT infrastructure, and outsourced security operations. Working alongside a Senior Technical Support Engineer, you will be the face of Technology to our users (internal users), their main point of contact for everything they need. From a question about know-how, to triaging and detailed troubleshooting a query so they can continue using their systems, you are the system expert who can help them with anything and everything. The role also involves providing major incidents, network support, hardware and software requests, and procurement and supplier management tasks. You will also contribute to the improvement of service quality and customer satisfaction. What you will be doing As a Technical Support Engineer (on-site) you will be responsible for… Acting as the escalation point of contact, handling all issues and requests reported to the Service Desk and concerning InfoSec-related work items (Telephone calls, Emails, Chat services, and Self-Service) Taking ownership of technical issues by capturing all relevant information and recording the details in the service management system Investigation and resolution of second-line issues Request fulfilment – action and complete user access requests Escalating technical issues to the appropriate support teams Escalating priority incidents as part of the incident management process Major Incident Management: Communication with the appropriate technical teams and business areas to investigate and resolve the reported issues Participating in the on-call rota for out-of-hours support (if required) Providing deskside support, onboarding and offboarding employees to security best practice procedures, and hardware and software provisioning and de-provisioning services to our end-user computing colleagues Identifying and reporting recurring or potential problems and suggest preventive or corrective actions Performing routine maintenance and monitoring tasks, such as checking system status, logs, alerts, etc. Participating in service improvement initiatives, such as collecting and analysing data, identifying trends and gaps, and proposing solutions Installing, configure, and troubleshooting hardware and software on end-user devices Providing end-user support for mobile devices across multiple platforms (Android/iOS) Staying current with the latest technologies, tools, and best practices in IT service management What we are looking for Experience of working in a similar technical support role A desire and ability to continuously learn and stay updated with the latest security and technology trends and threats is critical Ability to provide top-quality support with high customer service, technical expertise, and timeliness Strong Troubleshooting/Customer service skills to promptly respond to tickets and questions Strong Incident, Change and Problem management knowledge and experience Good ability to document processes and the ability to departmentalise problems Experience in Azure user access management and responsibilities An ability to work under pressure and take ownership of tasks and customer issues Active Directory, Office 365 Admin Centres, and G-Suite administration Maintains confidentiality regarding the information being processed, stored, or accessed on the network Knowledge of Teams, Slack, SharePoint, OneDrive, Office 365 Applications It is critical to have a strong understanding of various network protocols, operating systems, and databases and how they interact Knowledge of cloud platforms and services and an understanding of different types of malware, threats, and vulnerabilities are also necessary Ability to gather, analyse, and apply information about threat actors and their tactics, techniques, and procedures (TTPs) Strong hands-on network experience Experience in Meraki and Unifi routing (or similar), switching and wireless access management Experience in Zscaler Internet access and Private Access (or similar) Knowledge of network infrastructure that supports cloud platforms and services is also necessary Must be proficient in using security software and tools. These might include intrusion detection systems, firewalls, antivirus software, SIEM tools, vulnerability assessment tools, encryption technologies, etc. Ability to communicate effectively and professionally with users and various levels of stakeholders, using appropriate language and tone Some of the benefits Hybrid working pattern between our office and homeworking Annual Bonus scheme Opportunities to travel overseas on familiarisation trips 25 days of annual leave plus public holidays and a bonus day off for your birthday; we also have a tenure based annual leave benefit, up to a maximum of an additional 5 days depending on length of service Global recognition and reward programme Access to extensive online learning resources In-house training opportunities Regular social events Various employee discounts and offers, including discounted trips with our brands We believe that people are happier and perform best when they are able to be their true selves and that diverse teams deliver better results. We are committed to building an inclusive culture and embracing diversity in all its dimensions. This includes inspiring change through increasing awareness of unconscious bias. Together we will cultivate a diverse, equitable and inclusive environment, where everyone can flourish