Service Desk Engineer
Probrand Ltd is a leading IT Managed services provider offering computer services to a wide range of SME clients across the county. A new opportunity has arisen within our technical team for a Support Engineer providing remote and telephone support to our varied customer base.
This role is currently a working from home role due to the current pandemic within a team of 10 engineers and offers a chance to develop your technical skills and grow within a dynamic and successful IT company. You will also serve as an escalation point and mentor for other engineers assisting with more complex support issues and major outages. We are the IT department for many customers or provide a point of escalation for other IT Support departments so you will ideally have experience in a similar role and be familiar with many of the technologies listed below.
Benefits
* Basic salary between £30,000 and £40,000 per annum
* Car allowance of £400 pcm
* 31 days’ holiday including bank holidays
* Udemy license for personal learning and development
* Option to buy and sell annual leave
* Access to our Bupa Employee Assistance Programme – 24/7 health, financial and wellbeing support
* Tailored benefits platform – includes discounts on retail, travel, gym and leisure
* Cycle to work scheme
* Paid Volunteer Leave
* Quarterly employee awards – monetary awards given to top performers
* Long service awards
* Training and development opportunities
* Discounted Tech
* Electric Car Salary Sacrifice Scheme
* Brand new city centre office – including free access to gym, shower facilities, secure lockers for bikes and onsite café
Main Duties
* Take ownership of support calls as and when required
* Act as an escalation point and technical lead for any major outages for both external customers and Probrand’s internal network
* Taking ownership of an issue up to the point of resolution
* Remaining up to date with the latest technologies and platforms
* Assist with cross training
Essential Skills
* Microsoft Windows desktop OS’s – Installation and Troubleshooting skills
* Microsoft Office all recent versions including 365
* Microsoft Windows Server 2008, 2012, 2016, 2019, 2022
* Microsoft Exchange Server 2007 to 2019, Office 365 and Exchange Hybrid Deployment – Experienced with message flow and troubleshooting mail server problems and outages
* Active Directory and Azure AD, Microsoft Teams deployment and troubleshooting
* Strong Networking Skills (TCP/IP, L2 & L3, VOIP, VLAN, Spanning Tree, Routing etc) – Installation and Troubleshooting network issues
* Knowledge of WAN technologies – xDSL, FTTC, FTTP, 4 & 5G / Leased Lines / Routers etc – Installation and Troubleshooting
* Firewall knowledge (NAT Policies, troubleshooting Bandwidth Issues, Traffic Shaping etc) – Ideally SonicWALL however product training will be provided
* Knowledge of controller based Wireless technologies and troubleshooting
* Knowledge of Server hardware troubleshooting
* Knowledge of SAN and shared storage, technologies such as NFS and iSCSI, snapshotting, replication and cloning
* Knowledge of Virtualisation technology with good experience of VMware vSphere & Hyper-V clustering
* Knowledge of Backup Software – Veeam / Acronis
Desirable Skills
* SharePoint administration
* Azure AD connect
* Azure MFA
* Azure Conditional Access
* Azure Application Proxy
* Intune / Autopilot
* MS Teams Voice
* Knowledge of Microsoft 365
* Previous MSP Experience useful
Soft Skills
* Ability to work independently to solve support issues in an innovative fashion while acknowledging you are part of a team and know when to request assistance
* Make the ‘right’ decisions on behalf of our customers
* Willing to go the ‘extra mile’ in helping solve client issues
* Strong communication skills both written and verbally
* Analytical and methodical approach
* Ability to work under pressure and manage different call priorities
* Keenness to expand knowledge both in and out of work
* Must be able to communicate clearly at a technical and end user level
* Must have excellent documentation skills
The ideal Engineer will have experience of working within a similar role.
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