Summary and purpose of the Job:

· Provide investigation of customer incidents escalated to the team, quickly triage, and bring the case to resolution.

· Become an extension of the customer’s IT team, ensuring the best customer experience, and deliver high levels of expertise.

· Have the capability to make technical decisions and implement service restoration workarounds whilst root cause is established.

· Understand the need to and know when to escalate to Senior Engineers to ensure that customer SLA’s are met.

· Take direction from Senior Engineers as part of a virtual Incident Management team.

· Work in conjunction with the Operations Engineers and 3rd Party Resolvers to provide incident resolution, problem management and root cause analysis.

· Have the capability to perform trend analysis leading to the identification of reoccurring faults and resolve repeat faults under problem management.

· To proactively identify serious issues and identify a course of action to minimise or eradicate the possibility of impacting our customer’s systems availability.

· Service restoration must be at the forefront of incident resolution to meet contractual SLA’s & OLA’s.

If you want to further your career with a vibrant and fast-paced organisation, this is the role for you.

Responsibilities:

The extent of your duties will include but are not limited to:

· Taking ownership of complex issues to resolution providing technical support via telephone, email, and remote access.

· Overseeing remote monitoring escalation tickets

· Research and identify solutions to complex software and hardware issues.

· Create and improve documented processes which can be shared across teams driving an improvement in resolution times and first-time fixes.

· Prioritise and manage several open tickets at one time, monitoring responses and any upcoming SLA events.

· Follow up with clients to ensure their IT systems are fully functional after troubleshooting.

· Ensuring customer processes and documentation are kept up to date.

· Mentor and provide guidance to other team members

· Stay current with emerging technologies and industry best practices to continually improve the IT environments.

Experience / skills required

· A minimum of 3 years' experience in an IT Service environment

· High level of technical experience gained in a hands-on-role

· Excellent verbal & written English

· Robust influencing and interpersonal skills with the ability to communicate at all levels

· Ability to prioritise and handle multiple assignments at any given time

· Be flexible and able to commit the time required to get the job done in line with business needs

· Highly organised with excellent time management skills and attention to detail

· Desire to learn new products and technologies

· Can-do attitude

· In depth experience in configuration, troubleshooting and fault finding on - Microsoft Desktop Operating systems

· Microsoft 365 / SharePoint / Intune Administration experience

· Server Administrative Tools (Active Directory, Group Policy)

· Firewalls & Switches

· Network Devices

· Networking & VPN Systems

· Virtualisation Technologies (VMWare / HyperV)

· The ability to work to ITIL standards and maintain documentation

Beneficial experience / skills

- Microsoft Azure (Entra ID, Azure Virtual Desktop)

- Veeam Backup

- Remote Desktop Technologies

- MAC Operating Systems

The following certifications would be beneficial:

· A diploma or degree in Information Technology, Computer Science, or a related field.

· CompTIA A+

· Microsoft 365 Certified: Fundamentals (MS-900)

· Microsoft Certified: Azure Fundamentals (AZ-900)

Conditions and Benefits

· Dynamic and supporting work environment with opportunities for career growth.

· 48hours per 8-day period. 7am - 7pm and 7pm to 7am. 4 days on with 4 days off

· Competitive salary and benefits package

· Medical package

· Opportunities for professional development and certifications.

· Friendly and inclusive work culture