Support Engineer

4 weeks ago

London, United Kingdom Stridon Ltd Full time

Reports to: Head of Client Experience
Location: London

Our Values

Our business is values centric. We look to engage, motivate and reward our team through living and benefiting from the values, and in turn, taking that benefit to our clients. We promote a culture that is collaborative, engaging, focussed on teamwork and fun, and we do this, whilst producing the highest quality services and solutions for our clients.

We have five values that we hold at the heart of our business, they are:

  • Create unrivalled experiences
  • Never be afraid to be different
  • Be better tomorrow than we were yesterday
  • Cultivate integrity

At Stridon, values are not just words, they are intentions, and they are actions. We support all our team members to thrive in this environment, and expect everyone to be accountable to our values, and one another.

Job Purpose

As a Support Engineer at Stridon, your primary purpose is to ensure the seamless operation of technology solutions for our clients in the professional services sector. You will play a vital role in delivering exceptional customer experiences, covering remote and onsite support, management of endpoint devices and solutions, management and maintenance of cyber security tools, support and administration of on-premises and cloud infrastructure and network maintenance and troubleshooting.

The successful candidate will bring an enthusiastic, vivacious attitude towards technology and its application in bringing positive change to people’s lives, with an ardent desire for continued learning and skills development, with a laser-like focus on client service and delivering an unbeatable customer experience.

By embodying our core values of integrity, empathy, and continuous improvement, you will contribute to our mission of creating unrivalled experiences for our clients while upholding our commitment to being better tomorrow than we were yesterday.

Key Duties and Responsibilities
  • A passionate believer in providing exceptional customer service and building positive rapport with everyone you connect with daily.
  • Commit to upholding our mission and values.
  • Provide day to day support for our fully managed clients, both deskside and remotely, ensuring their technology needs are met promptly and effectively.
  • Respond to help desk inquiries, support requests and infrastructure alerts via phone, tickets and Teams based support channels using our professional services automation tool, demonstrating patience, empathy, and technical expertise.
  • Support our managed infrastructure and cyber clients, through daily proactive management tasks, as well as in response to incidents and monitoring alerts covering minor issues to major business critical incidents.
  • Operate to defined SLA, OLA and KPI models, in alignment with ITIL best practice and client commitments.
  • Develop and maintain documentation and knowledge management of client and internal systems and processes, using designated documentation tools such as IT Glue and Lucid Charts.
  • Deploy patches, firmware and software updates to business critical internal, cloud and on-premise infrastructure.
  • Configuration and deployment of desktops, laptops, mobile, tablet devices and server operating systems.
  • Prioritise and manage own workload to handle multiple open incidents.
  • Continually seek to learn and stay current with the latest technology.
  • Based on a shift pattern, providing support from 8am to 7pm 5 days a week, and 9am to 5pm on a Saturday.
  • Join the Out of Hours rota supporting all clients 7 days a week until 10pm (once probation is passed).
Skill Set and Experience
  • Experience working within a Managed Service Provider environment is extremely advantageous
  • Industry qualifications are desirable, in particular any current Microsoft certifications
  • Experience supporting the following:
    • Microsoft Operating Systems – Windows 10/11, Windows Server
    • Advanced skills in troubleshooting Windows 10/11 operating system performance issues using tools such as Sysinternals
    • Microsoft 365 applications and services, including Office 365, Sharepoint, Teams, Exchange Online, Planner, Forms, OneDrive for Business
    • Active Directory/Entra ID support and administration
    • Exchange Online, Sharepoint and OneDrive for Business administration
    • Teams and Teams Phone administration and configuration
    • Endpoint management tools such as Intune and SCCM
    • Packaging, deployment and configuration of applications
    • Management and administration of endpoint protection technologies such as XDR/MDR tools
    • Management and administration of cloud and on-premise backup technologies
    • Administration of multi-factor authentication solutions such as Cisco Duo or Microsoft Authenticator
    • Administration of VMware based virtualisation infrastructure
  • Knowledge of the following:
    • Networking fundamentals, including TCP/IP, DHCP and DNS
    • Expertise in the use of monitoring tools, such as network monitoring systems to evaluate system performance and triage issues
    • PowerShell and other scripting languages
    • Intermediary understanding of the breadth and depth of services available through the Microsoft 365 cloud and how these services interact with one another
    • Basic understanding of Microsoft Azure functionality
    • ITIL v4 Foundation
Personal Attributes
  • Share the same values as we do at Stridon.
  • Strong organisational skills, detail-oriented, and ability to handle multiple and ever-changing priorities in a dynamic support environment.
  • Ability to adapt to a multifaceted role, balancing both reactive support and proactive initiatives.
  • Clear, articulate written and verbal communication style to ensure effective communications with clients, colleagues and partners.
  • Excellent time management skills including scheduling and critical date management.
  • Passion for technology and how it can be used to generate positive change and improvement.
  • Desire for continued learning and skills development.
  • An outgoing and engaging personality with an attitude that can mirror our “Whatever it takes” mantra.
  • Competitive salary based on experience and qualifications.
  • 25 days holiday
  • Performance-based incentives.
  • Non-contributory pensions scheme (8% by company)
  • Aviva Life and Health Insurance (Critical illness, Income Protection & Life Insurance)
  • Full on the job training and support.
  • Fun working environment and culture.
  • Great opportunity for advancement.
  • Office location in Shoreditch, London with hybrid working arrangements available

Note : This job description is not exhaustive and may be added to or changed to from time-to-time following discussion and consultation with the post holder and line manager.

You must be eligible to work within the United Kingdom. No recruitment agencies, please.

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