SENIOR SUPPORT ENGINEER

Dorking, Surrey

£45-50k

Onsite/Office based (flexibility after probation)

Our client is a prominent technology and communications provider. Committed to innovation and reliability, they offer a wide range of advanced solutions to empower businesses in the digital age. Their comprehensive services include cloud solutions, communications systems, connectivity, cybersecurity, and IT support.

Role in Brief

The Senior Support Engineer will have a background working within a busy IT team; experience in designing and implementing technical solutions, supporting of servers and desktop operating systems. The Senior Support Engineer must have strong experience in technical troubleshooting and problem solving. In addition, as part of this role, the individual will be expected to deal with any system issues as and when they occur.

The responsibilities fall into the following areas;

• Supporting The Customer

• Achieving SLA targets
   
• Customer Satisfaction
   
• Supporting 2nd line team

• Liaising with 3rd party suppliers

3. Key Responsibilities

• Picking up tickets from the support queue and managing tickets to closure.
• Supporting the customer base with a varied range of technologies including desktop support, E-mail, connectivity, printers, telephone systems & 3rd party applications.
• Keeping the customer and ticket updated with developments and fix plans.
• Handle escalated calls from 2nd line support.
• Administer and maintain customer infrastructure, including Active Directory, LAN, Internet access, firewalls and Exchange
• Administer customer Hypervisors Hyper-V 2012 R2 and above and VMware vSphere 5.0 and above Infrastructures including EMC, SAN and Datacore
• Administer software applications and desktop operating systems
• Troubleshoot server and network performance Monitoring System to ensure any necessary action taken that needs to be.
• Ensure that the customer is satisfied with the outcome & with their experience.

Supporting Service Team

• Working on issues escalated by service engineers, ensuring you maintain the documentation and communication for the issue.
• Identifying when business critical IT services are impacted and adjusting the ticket priority accordingly.
• Working within your team to identify the fix and any underling issues that could cause repeat issues. Report this to the Service Desk Manager for review.
• Communicate any ongoing issues to relevant teams including the service engineers to ensure no time is wasted on repeat troubleshooting.
• Provide feedback to Service Desk Manager on issues that have been escalated including documented fixes for use by service engineers.

6. Experience Required

Operating Systems & Infrastructure:

• Windows Server
• Microsoft 365 & all included products
• Azure
• Intune & Endpoint Management
• Active Directory
• Exchange
• SharePoint
• Citrix (NetScaler, Apps & Desktops)
• VMware: vCenter, ESXI, vSphere & Hyper-V
• SQL
• PowerShell & Scripting
• Linux & MacOS is beneficial

Advanced Networking Skills:

• In-depth knowledge of TCP/IP, DNS, DHCP & other core networking protocols
• Network design, implementation & troubleshooting
• Configuring & managing VLANs, VPNs & network routing
• Network security principles & practices
• Monitoring and managing network performance and skills with traffic analysis tools
• FortiGate, Palo Alto, Meraki, DrayTek & Watchguard firewall experience preferred

Security Skills:

• Microsoft Defender (threat detection & response)
• Implementing and managing security policies and procedures
• Conducting security assessments and vulnerability management
• Incident response and handling of security breaches
• Experience in carrying out BC/DR

Certifications:

• Relevant and recent certifications in listed technologies are an advantage