Technical Support Engineer
6 days ago
**Technical Support Engineer (Escalation Team) - £40-50K + Bonus & Benefits - Hybrid/Kent**
**Opportunity**:
An opportunity has arisen for a 2nd / 3rd line IT support engineer to continue and develop a career in a forward thinking, growing and progressive company, providing Cloud technology, Hosted services, on site and Remote support provision, and consultancy andsupport services.
**Responsibilities**:
- Completing technical support tasks and activities either in the office, or on customer sites, in a escalation Support capacity handling issues in both a 2nd Line and 3rd line capacity where required.
- Solving IT Issues, remotely, via phone, using remote support tools, or on-site presence, as required
- Answering telephone calls from customers promptly with excellent customer Service skills in a positive, can-do, customer focused manner at all times.
- To record customer calls quickly and efficiently, logging, updating calls throughout, and allocating as appropriate, managing to completion calls received in our call management system.
- Building and configuration of Servers, Network Infrastructure, Applications, to required and standardised setups and procedures
- Manage support calls to ensure quick response and resolution, and prevent non-compliance to Service Level Agreements (SLA's)
- Handling escalated issues from other engineers, with great troubleshooting experience and ability
- Deliver outstanding customer service, perception and satisfaction to all customers, at all times
- Deliver great teamwork and communication throughout the IT team, motivating the team to create a positive and professional work environment and deliver excellent IT support services to our customers
- Plan, and implement projects as and when required following defined Project methodologies and working with Project Co-ordinators as and when directed.
- Be involved with, and undertake any other duties in the office, or on site, as requested.
**Essential**:
- Extensive hands-on experience configuring and troubleshooting customer requirements and support issues in a changing Server, Storage, Application and Networking environment.
- Windows 2012-2019 server active and extensive knowledge in support and troubleshooting
- Active Directory installation, and troubleshooting on premise, or Virtual
- Azure Services, Azure platform, Intune and office365 support
- Exchange 2010-2019 support, and troubleshooting, (including migration between versions)
- Windows Server build, configuration and troubleshooting
- Virtualisation (VMware vSphere5.5/6) administration and troubleshooting
- Server hardware build, monitoring, failure replacements and server room installation
- Experience of providing remote support for users and systems, including resolution of technical issues on the phone.
- Support and implementation of Backup strategies, technologies, (Veeam, Backup Exec and others) tape rotation, and restore procedures
- Ability to support and deliver centrally controlled and standalone AntiVirus software and architecture. (Kaspersky, Sophos, McAfee, Symantec or similar)
- Storage (good understanding of DAS, SAN, fibre fabrics, iSCSI)
- Networking (good understanding of Layers 2 and 3, switching, routing, VLANs, LAN and WAN)
- Firewalls & VPNs, Support experience of either WatchGuard, Cisco and other Appliances both Physical and Virtual
- Citrix knowledge, implementation, best practise, deployment and support
- Wireless Installation, configuration and troubleshooting
**Package**:
- £40-50k + Bonus & Benefits
- Private Medical Insurance
- Training Courses
- Hybrid Working
**Technical Support Engineer (Escalation Team) - £40-50K + Bonus & Benefits - Hybrid/Kent
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