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Technical support Engineer
2 months ago
Our client are a start-up of highly experienced professionals who have been growing at a very impressive rate.They have a very strong pipeline of work and its clear that their business model works. Acting as a firms virtual IT director/CTO/Tech Advisor.
ThisTechnical support Engineer (Autotask, Datto RMM, O365, Azure) role will suit someone who is looking for high levels of responsibility, project work, training and exposure. The role works very closely with the CTO and senior solutions consultants on integration and support projects.
To be considered for this Technical support Engineer (Autotask, Datto RMM, O365, Azure) role, it's ideal you have:
- 2-3 + years within technical support
- Experience with the Autotask & Datto RMM platforms
- Ideal knowledge of Azure and O365
- High levels of customer service/client facing experience
- Provide escalation for 1st Line support on IT and Service Desk requests.
- Deal with any issues from the Service Desk
- Carry out onsite activities for support, installations and troubleshooting where it is not possible to fix remotely
- Provide ownership and innovation of the Service Desk and enable new features, improvements, and service level agreements.
- Assist and build all our internal support processes and documentation.
- Liaise with 3rd party vendors and triage support tickets between them and our customers.
- Ensure support tickets and incidents are dealt with in a timely manner and within agreed SLAs.
- Build and maintain relationships with 3rd party suppliers for services such as IaaS, managed printing and software vendors.
- Perform computer / server and software installations.
- Support the ongoing maintenance and stability of IT Services.
- Perform scheduled maintenance and other tasks, often outside of normal business hours.
- Ensure IT system, standards and procedures are maintained throughout the business.
- Carry out daily checks of our customers infrastructure, backups and monitoring and action accordingly.
- Help produce and maintain clear and accurate systems documentation for work undertaken by the IT team and in production of user guidance and instructions.
- Engage with various IT Projects.
- Proactively explore new technologies and investigate how they may be utilized with the company.
- Over time, as we expand we will look to develop a shift pattern to cover a 08:30 18:30 operating window with out of hours support as required.
- Support of Microsoft 365 and our cloud environments.
- Internal support for our non-technical staff.
