Salary: 55,000 - 55,000 GBP per year Requirements:
* We are looking for someone who naturally troubleshoots and solves problems. You should embrace continual change and seek process improvement. Clear and concise communication is essential, as is the ability to manage your daily workflow effectively to achieve KPIs. A passion for customer service and delivering excellence is vital. You should also be proactive about keeping up to date with the technologies we support, including firewalls, network routing and switching, Office 365 security, Enterprise Mobility & Security (including Intune and Azure AD), wireless networking, server hardware, virtualization technologies (VMware, vSphere, Zerto), MS Windows Server Hyper-V, Azure, Active Directory, Exchange and Exchange Online, SQL, Teams, SharePoint, and anti-virus technologies (including Bitdefender and conditional access policies).
Responsibilities:
* As a Senior Engineer, I will work on 3rd line tasks across our Service Desk and provide technical support for our Technology's Managed Service customers. My aim will be to resolve all incidents passed to me from the 1st and 2nd line teams. I will also perform a variety of proactive tasks that will help maximize customer uptime, conduct root-cause analysis, and prevent recurring issues. My key responsibilities include:
* Dealing with incoming incidents professionally and courteously over the phone and via email.
* Taking ownership of incidents and managing them logically and methodically, ensuring I keep customers informed of progress.
* Accurately logging incidents by categorizing and prioritizing them as per service operations procedures.
* Conducting thorough diagnostics with end-users to enable first point of contact fault resolution.
* Monitoring the status and progress of assigned incidents and workflow tasks using our incident logging system.
Technologies:
* Active Directory
* Azure
* Hardware
* Hyper-V
* Support
* Network
* Office 365
* SQL
* Security
* SharePoint
* VMware
* Windows
* Cloud
More:
We are a fast-growing Managed Services Provider (MSP) that is passionate about providing great customer care and excited to help our team members develop their careers and skills. We believe that delivering exceptional service begins with cultivating a supportive, nurturing (and dare we say fun) work environment. At our Borehamwood office, we deliver world-class IT consultancy, solutions, and support services to a growing and diverse clientele based in London and the South East. If you thrive in a challenging and rewarding environment, we encourage you to join us. In return, we offer a competitive salary, supportive teams, and opportunities for career progression, along with a range of benefits:
- 22 days of holiday, increasing to 25 days with length of service.
- A free membership to the local gym.
- A free day’s holiday on your birthday (or the nearest Friday/Monday).
- Access to top-tier software and hardware for all staff.
- A tailored training plan, including official vendor certifications.