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Technical Support Support

2 months ago

United Kingdom Ultima Full time

Job Title - Technical Support Engineer – Workspace Department / Function - M anaged Services – Support Engineering
Reports To - Support Engineering Team Lead
Location - Remote
Shift Pattern - Early 07:00 - 15:30, Mid 09:00 - 17:30, Late 10:30 - 19:00 (weekly rotation. Local time zone)


The role of the Technical Support Engineer is to provide Infrastructure managed service and IT support a key client and their IT teams as well as assisting the Deskside Support teams with escalations. Engagement with client to investigate, present and implement project deliverables in line with the skills and experience of the role.

The Engineer will be completely self-motivated with an ongoing desire to maintain and expand their knowledge with a focus on quality in line with Ultima's ISO certification and commitment to its clients.

The candidate will be required to primarily work from within Ultima’s ITSM platform aligned with ITIL principles to troubleshoot and resolve incidents, along with completing service and change requests based on the associated Managed Service contract of the client.


Continuously contributing to the Ultima Knowledge base with new/repeatable fixes and suggested edits to existing content.
Act as a point of escalation for the wider team as well as to the Service Desk Teams for infrastructure and complex end user incidents.
Prioritise and respond to incoming contacts via ITSM Tool, Chat and telephony platform ensuring ITIL best practice ticket management is adhered to.
Ensure that all assigned activities are approached and handled in a consistent logical way and, where possible, in line with the appropriate Standard Operating Procedures and/or Company (ISO) quality standards
Additional activities and responsibilities not covered within the above may also be required as part of specific projects or the wider role of a Senior Technical Support Engineer


Microsoft Client OS
Microsoft Intune
Microsoft Defender for Endpoints
Microsoft Active Directory, Azure Active Directory
Windows Endpoint operating system and application troubleshooting
Endpoint software distribution
Aternity End User Experience Monitoring
Previous experience in a 2nd/3rd Line or similar Support role as part of a team.
Experience using a Ticket Management Software, creating/updating & logging tickets following an ITIL methodology.
Experience with Microsoft infrastructure services including Active Directory, Azure Active Directory, DNS, DHCP, Group Policy
Training and development in these technologies/solutions will be provided if required.
ITIL Foundation v4 certification
Microsoft Azure infrastructure platform support (Compute, Network, Storage)
In line with our company values every employee must be able to demonstrate the following qualities:
Planning and organisation – Being systematic, organised, planning flexibly but effectively.
Analysis and Problem Solving – Analysing and evaluating problems, swiftly determining a corrective course of action in line with Service Level Agreements.
Quality Focus – Concern for quality, being attentive to detail and willing to try to improve one’s own performance. Understanding and adherence to quality procedures.
Decision Taking and Risk Management – Willingness to take difficult decisions and have confidence in your decision making and attitude to risk and impact.
Planning and Organisation – High level of self-organisation, motivation and management independence. Time Management - Flexibility and ability to manage multiple opportunities at the same time, whilst maintaining a clear focus on each of their immediate, individual requirements
Flexible - An adaptable nature with the ability to react to meet the ongoing demands of the Business
Analysis and Problem-Solving : Quality Focus – Concern for quality, being attentive to detail and willing to try to improve one’s performance. Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. At Ultima we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways.