Who Are We?
We are Calibre Connections IT Ltd, our primary office is in the beautiful Mid Wales market town of Brecon, nestled in the Brecon Beacons. Calibre is a leading IT provider supplying support and communications solutions to small & medium sized businesses as well as local secondary schools. We have an excellent team of engineers with a mix of expertise and experience who take pride in providing an outstanding support service. We have an exceptional working relationship with our clients who consider Calibre to be an integral part of their business.
We Are Seeking
We are seeking a ‘cloud first’ technical support engineer (primarily focussed on the Microsoft platform) with proven experience on both technology and people skills, especially customer service.
Our aim is to increase our customer’s productivity through their use of technology and hence positively improve their results. Key is owning responsibility for each customer’s interaction and delivering an excellent, consistent, and at all times professional service to them.
The Role
We are expanding our team and seeking a highly experienced, passionate, and innovative Technical Support Engineer to contribute to Calibre's continued success.
This role involves working with our team to realise Calibre's potential, providing exceptional service to clients, and contributing to the company's development and brand.
Calibre is the IT department for clients and as such we are critical to them.
Key Responsibilities
• Hands-on provisioning, configuring, supporting and maintaining cloud infrastructure and services, with an emphasis on Microsoft 365, Exchange online, SharePoint, Teams, and Intune.
• Along with colleagues responding first line to client audio and digital requests for support utilising a leading RMM/PSA tool.
• Deliver IT projects (e.g. email migrations, Intune deployments, firewall installations, email threat protection implementations as well as internet connectivity and VoIP etc).
• Managing email and network security.
• Proactive and reactive monitoring and maintenance of client networks.
• Ensuring security and upgrades are applied to desktops and laptops.
• Providing expert technical support to end-users with varying levels of IT knowledge.
• Responding to technical support requests within agreed SLAs.
• Assisting junior engineering and technical staff.
• Ensuring IT systems meet industry best practices.
• Managing client expectations and ensuring timely resolution of issues to their satisfaction.
• Maintaining accurate client records, documentation, and knowledge base articles.
• Building strong relationships with Calibre’s clients.
Your Experience
• A minimum of three years' experience in an IT support environment.
• Excellent communication (verbal and written) and customer service skills.
• Extensive experience delivering IT support via remote and on-site methods.
• Expert knowledge of Microsoft 365 suite (including Exchange Online, SharePoint, OneDrive, Teams, Intune, Azure AD) and their management suites.
• Expert knowledge of Windows Server, Active Directory, DHCP, DNS, and administration of Windows files shares.
• In-depth knowledge of virtualisation and SAN/NAS storage technologies.
• In-depth knowledge of TCP/IP, WAN, LAN, WiFi, and VPN connectivity/troubleshooting, including VLANs, NAT, and firewalls.
• Strong understanding of cybersecurity.
• Understanding of broadband technologies and associated hardware.
Required Attributes
• A team player with enthusiasm and a passion for technology.
• Strong sense of ownership of own responsibilities.
• Proven ability to work independently and manage workload effectively.
• Strong organisational and time-management skills.
• Excellent problem-solving and analytical abilities.
• A proactive, flexible, and respectful approach.
• Commitment and eagerness to continuous learning and professional development.
• Clear and succinct English communication in-person and written.
• Full UK driving licence is necessary for occasional business travel in company vehicles.
Desirable Attributes
• CompTIA A+, Network+, Security+
• Microsoft qualifications for administrators, solutions, security etc.
• Cyber Essentials.
• Managed Service Provider (MSP) experience.
Location
• Our office is in central Brecon, LD3 7BN
• Onboarding will be fulltime five days per week in the office, with potential for hybrid (three days per week in the office, two days per week from home) once probation is successfully completed.
• Occasional onsite work at client’s premises, e.g. for new client installation.
Benefits
We offer a supportive and collaborative work environment, opportunities for professional development, and recognition of effort.
• 30 days holiday per annum which includes bank holidays.
• The day off to celebrate your birthday.
• Company pension.
• Broadband provision.
To Apply
Contact Deborah on 01874640040 or email deborah@calibreconnections.co.uk with your CV and a covering letter.