About Us: Communicate Technology is a leading Managed Service Provider (MSP) delivering comprehensive IT solutions to businesses of all sizes. Our team is dedicated to providing exceptional customer service and technical expertise, ensuring our clients' IT infrastructures are robust, secure, and efficient.
Job Overview: We are seeking a skilled and motivated 2nd/3rd Line IT Support Engineer to join our dynamic team. The successful candidate will play a crucial role in delivering high-quality technical support to our clients, handling escalated issues, and ensuring the smooth operation of their IT environments. This position requires a strong technical background, excellent problem-solving skills, and a customer-focused attitude.
Key Responsibilities:
1. Provide 2nd/3rd line support for desktop, server, and network issues, ensuring timely resolution of technical problems.
2. Handle escalated incidents from 1st line support, diagnosing and resolving complex technical issues.
3. Perform remote and on-site troubleshooting through diagnostic techniques and pertinent questions.
4. Manage and maintain client IT infrastructures, including servers, networks, and applications.
5. Install, configure, and upgrade hardware and software components.
6. Monitor system performance and reliability, implementing necessary updates and patches.
7. Create and maintain detailed documentation of client environments, support issues, and resolutions.
8. Assist with the planning and implementation of IT projects, ensuring minimal disruption to client operations.
9. Collaborate with 3rd party vendors and service providers to resolve issues.
10. Provide guidance and mentorship to 1st line support staff, fostering knowledge sharing and skill development.
Required Skills and Experience:
1. Proven experience in a 2nd/3rd line IT support role, preferably within an MSP environment.
2. Strong knowledge of Windows and macOS operating systems.
3. Proficient in Microsoft 365/Azure - Managing Microsoft Azure & Office 365 including Conditional Access, Azure AD Connect, Exchange Online/Hybrid, SharePoint, Teams, Intune/Endpoint Manager.
4. Strong knowledge of Windows Server – Including Installing, configuring, supporting Active Directory, Group Policy, DHCP and DNS.
5. Experience administering Backup/Replication Technologies such as Veeam.
6. Experience with virtualization technologies such as VMware and Hyper-V.
7. Understanding of networking principles, including TCP/IP, DNS, DHCP, and VPN. Network troubleshooting at 1st/2nd line; supporting Cisco, Mikrotik, FortiNet, Draytek, Ubiquiti, Juniper.
8. Familiarity with firewall and security technologies.
9. Excellent troubleshooting and problem-solving skills.
10. Strong customer service orientation with the ability to communicate technical information to non-technical users.
11. Ability to manage and prioritize multiple tasks in a fast-paced environment.
12. Relevant certifications such as CompTIA A+, Network+, CCNA, Microsoft Certifications, or equivalent are desirable.
Personal Attributes:
1. Strong interpersonal and communication skills.
2. Detail-oriented with a methodical approach to problem-solving.
3. Self-motivated and able to work both independently and as part of a team.
4. Flexible and adaptable to changing priorities and client needs.
5. Eager to learn and stay updated with the latest technologies and industry trends.
6. Full clean UK driving license.
Job Type: Full-time
Pay: Up to £45,000.00 per year
Benefits:
1. Additional leave
2. Company events
3. Company pension
4. Cycle to work scheme
5. Employee discount
6. Free parking
7. Life insurance
8. On-site gym
9. On-site parking
10. Private medical insurance
11. Sick pay
Schedule:
1. 8 hour shift
2. Monday to Friday
Work Location: In person
Reference ID: COM1
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