Here at PPL PRS we are looking for two IT Support Engineers to provide IT support to end users. You will help ensure the smooth running and availability of our IT infrastructure and end user systems. You will be expected to provide first and second line support to end users and to support with the delivery of wider IT projects. You will benefit from the balance of hybrid working, spending 3 days a week working from our modern office environment and 2 days a week working from home. Key tasks and responsibilities Act as a first point of contact for end-user queries Communicate directly with internal and external stakeholders Help develop, maintain and update IT documentation and user guides Use the internal system to log and update calls Provide regular updates when required to relevant parties- both internally and external Collaborate with third party suppliers Resolve IT support requests from end-users from start to completion Troubleshoot and resolve complex issues and escalations Perform detailed investigation, analysis of issues Provide technical support and troubleshooting for PCs and servers. Troubleshoot and resolve network issues and support network infrastructure Install and configure computer hardware and software Support with the roll out of new software/hardware releases Manage and configure user accounts, email addresses and groups. Experience & Knowledge Essential 2 years experience within a similar IT Technical support role, ideally within Windows environments Experience in working to ITIL standards High level of knowledge and understanding in: M365, Exchange, Teams, SharePoint, Intune and Autopilot Experience of Cloud / SaaS / IaaS technologies Strong knowledge of networking protocols and infrastructure High level of knowledge and understanding of Windows Operating Systems from Windows 10 onwards Experience with Desktop and Mobile Device support Experience with Anti-virus and Anti-spam solutions Experience with providing remote support to end users Experience in Microsoft Azure especially IaaS Experience with VLANS and network segmentation Certifications in Microsoft 365 Skills Ability to effectively communicate technical concepts to non-technical individuals. Excellent problem-solving skills and attention to detail Excellent communication and problem-solving skills Excellent Customer Service Skills To be self-motivated and a contributing member of the team Ability to manage and prioritize own workload so tasks can be completed to a customer’s satisfaction and meet Service Level Agreements where necessary. Good time management. Ability to work under pressure. Desirable Certifications in Microsoft Azure Administration Experience of some or all the following PowerShell Salesforce Meraki Firewalls, Switches and Access Points Microsoft Defender for Endpoint Mimecast Microsoft Purview compliance Microsoft Azure Jira Service Desk PPL PRS is an equal opportunities employer. Our mission is to recruit a diverse workforce and create inclusive teams. The Company If you play or perform music in your business, you will usually need TheMusicLicence and that’s where we come in. TheMusicLicence from PPL PRS allows you to legally play music in your business or organisation and covers virtually all commercially released music. This includes millions of the most popular and well-loved songs and recordings, not just from the UK but also from around the world. Benefits Healthy Food & Snacks £120 Annual Music Voucher Perkbox Giving You Access To Over 4,000 Deals and Discounts Casual Dress Code 25 Days Holiday Bank Holidays (Increases With Tenure) Modern Office Space With Music Relaxation Areas The Company If you play or perform music in your business, you will usually need TheMusicLicence and that’s where we come in. TheMusicLicence from PPL PRS allows you to legally play music in your business or organisation and covers virtually all commercially released music. This includes millions of the most popular and well-loved songs and recordings, not just from the UK but also from around the world. Documents