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Technical and Escalation's Engineer

4 months ago

London, United Kingdom Air IT Limited Full time
Senior IT Technical and Escalation's Engineer

Technical and Escalation's Engineer

Location: London

Reporting to: Regional Professional Services Manager

Purpose:

As a Technical Escalations and Project Resolution Engineer, you will play a critical role in handling technical escalations, owning documentation, and taking ownership of complex projects, including those that have stalled, ensuring they are brought to completion effectively.

Duties and Responsibilities:

  • Collaborate with Air IT Project Management Office to ensure projects are completed.
  • Ensure projects are delivered on time and to a high standard.
  • Take ownership of project deliverables and maintain quality throughout the process.
  • Assist in overcoming obstacles and challenges to ensure project success.
  • Collaborate with cross-functional teams to drive projects to completion.
  • Act as a point of escalation for complex technical issues within the team.
  • Investigate, troubleshoot, and resolve escalated technical issues efficiently.
  • Create comprehensive technical documentation and help guides.
  • Document troubleshooting procedures and best practices for future reference.
  • Maintain information security by complying with the company’s Information Security Management System (ISMS) and all relevant policies.
  • Work with the support teams to ensure successful handover at project completion.

Qualifications, Knowledge and Experience:

  • Exceptional verbal and written communication skills
  • Committed to continual improvement and the creation of clear, concise documentation.
  • Extensive experience in administering and supporting the latest Microsoft technologies.
  • Extensive experience in setting up and maintaining business system networks based on Microsoft technologies.
  • A current, valid driving licence
  • Deep understanding of Microsoft Windows Server Operating Systems (2008-2022)
  • Experience in Microsoft Exchange Server 2010-2019
  • Microsoft Windows Hyper-V/VMware vSphere and vCentre
  • Extensive experience Microsoft 365 (experience in email migrations, InTune deployment, Azure Information Protection and related technologies, Azure AD join, AD Connect, SharePoint Online, DLP, MDM)
  • Multi-Factor-Authentication and conditional access setup and configuration for Office 365 and related technologies
  • Microsoft Active Directory, Windows Server and related server roles (IIS/RDS/DFS/NPS)
  • Microsoft Azure Active Directory and InTune
  • Extensive understanding in email technologies (SMTP, SPF, DKIM, DMARC, Inbound and Outbound routing)
  • Backup Technologies (Veeam and Datto)
  • Deep understanding of Firewall Technologies (Sophos UTM/XG, SonicWall & Cisco Meraki)
  • Detailed knowledge of switching and routing, including VLANs and networking technologies (TCP/IP, VPN, DHCP, DNS, SSL) (Aruba, Cisco, UniFi)
  • Building Wireless networks (Meraki & UniFi)

The Benefits 

Joining Air IT means unlicking a world of perks and opportunities, including; 

  • Hybrid working options for a better work-life balance
  • 25 days annual leave plus bank holidays
  • Ongoing learning and development opportunities
  • Cycle to work scheme and technology vouchers 
  • Enhanced family leave
  • Celebration day - an additional day off each year to celebrate an occasion important to you
  • Salary sacrifice pension 
  • 2 paid volunteer days - We believe in the power of giving back to our communities and want to actively support employees efforts to make a positive impact
  • Company social events and competitions
  • Discount and Cashback Scheme
  • Group Income Protection
  • Life Insurance
  • EAP and Virtual GP Service

At Air IT we're committed to fostering an inclusive and diverse workplace where everyone thrives. We believe in providing equal opportunities for all, so let us know if you need any reasonable adjustments during the recruitment process.

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