Our client, Timeless IMS, has evolved over the last fifteen years from being an IT support company, supporting both single homes to large multi-site corporations offering Intelligent Man******d Solutions across four key areas of technology; Intelligence, People, Security and Cloud.
They are currently recruiting a Senior Technical Support Engineer.
As the successful candidate:
You will be responsible for managing and growing a technical team delivering first-class telephone, remote and on-site support to our customers across varying sectors. You will also be expected to complete project work in a team and independently to strict deadlines. You will resolve incidents using Autotask Service ticketing software. You will be required to monitor, man******, and contribute to the operation of our advanced RMM software.
You will have several tasks
Primary, you will man****** and grow their small technical support team and provide 1st to 3rd line technical support and onsite project work for their clients within set SLAs; this includes (but is not limited to):
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Monitor and analyse Service Desk performance metrics, identifying areas for improvement and implementing appropriate measures.
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Work alongside the operations man******r to grow and develop the Technical Team
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Work alongside the sales department with pre and post sales queries.
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Man****** and train technical staff and outsourced helpdesk.
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Respond to Client service requests by providing remote desktop and server support within support agreement targets (SLAs)
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Support Microsoft 365 issues and change requests.
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Create and maintain requests in our ticketing system raised by the customer via telephone and email.
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Man****** own daily schedule by working through the service board and monitor, categorise, and setting the priority of incoming tickets
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Communication with customers required: keeping them informed of incident progress, notifying them of impending changes or agreed out******s
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Troubleshoot and resolve issues with Microsoft / MacOS operating systems
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Proactively review alerts ******ating from customer infrastructure
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Administer and support on-premises/Azure Active Directory
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Build and configuration of both physical and virtual machines
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Provide networking support for routers, switches, firewalls, wireless access points
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Monitor and man****** security software and cloud tools (Microsoft 365/Watchguard)
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Backup creation and administration
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Perform preventative maintenance activities
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Maintain our documentation system
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Escalation of tickets to the relevant persons or team as necessary
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Keep customers regularly updated, both via our ticketing system and telephone
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Supporting Project Man******rs with the preparation and delivery of projects
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Complete project tickets and phases as assigned
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Make sure new/pending tickets do not exceed our SLA by picking up unassigned tickets
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Visit customer premises when necessary
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Stay up to date with advances in technology
Place of Work
Office Based – Ashford, Surrey
Hours of Work
Monday to Friday (8:30 to 5:30 with 1-hour lunch)
Out-of-hours support (when required)
Skills
All candidates must have the following knowledge to an excellent level of the following skills and at least four years of experience in a similar role.
Desktop and server hardware
Microsoft Windows 10/11
Microsoft Office desktop apps (to the latest version)
macOS (to the latest version)
Microsoft 365, including Exchange, SharePoint, OneDrive, Teams and Azure
Switches and firewalls
Networking knowledge (TCP/IP, DNS, DHCP and VPN)
Use and man******ment of RMM software
Network Security (Watchguard experience Preferable)
Desirable
Experience with building and/or maintaining a Service Desk
Advanced networking (VLANs etc.)
Active Directory / Azure Active Directory
Microsoft Windows Server
Multi-Factor Authentication
Cyber Essentials understanding and compliance
Endpoint Protection
Personal Skills
Clear and fluent English (written and spoken)
Excellent customer service and communication skills
Ability to man****** and prioritise tasks
Timekeeping and time man******ment
Work as a team and independently
Self-motivated, resourceful, and keen to learn and share knowledge
Ability to lead by example - developing and maintaining a respectful and inclusive working environment
Ability to plan, organise and adapt to changing job tasks within own role
Strong analytical, logical, and troubleshooting skills
Strong efficiency skills, with the ability to multi-task in a fast pasted environment
Flexible approach to working hours
Qualifications
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At least four years of experience in a similar role (essential)
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CompTIA A+/Network+/Security+ (desirable)
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ITIL Foundation (desirable)
Salary: Neg depending on experience
If you would like to be considered for this role, please send your updated CV
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