Support Engineer

1 month ago

Dagenham, Greater London, United Kingdom Firway Consulting Ltd Full time
Job Title: Support Analyst

Join Firway Consulting Ltd as a Support Analyst and be part of a dynamic team responsible for delivering exceptional IT support and services across various departments.

Key Responsibilities:
  • Provide 2nd and 3rd line technical support for approved hardware and software
  • Collaborate with third-party service suppliers to ensure timely issue resolution
  • Install and manage Microsoft Client Operating Systems
  • In-depth understanding and administration of Active Directory, including Group Policies
  • User account management, security group administration, onboarding/offboarding processes and device enrolment/documentation
  • Install, set up, and perform maintenance on network printers and wireless devices
  • Understand and maintain mobile devices, serving as the second point of contact for warehouse hand scanner hardware
  • Manage and support Office 365, including user and service administration
  • Responsible for patch management across site servers, desktops, servers & MAC estate
  • Take ownership of escalated technical issues requiring 2nd and some 3rd line support, providing efficient and effective solutions
  • Analyse and troubleshoot complex hardware, software, and support Network engineering with network problems.
  • Maintain documentation for systems, configurations, and troubleshooting procedures
  • Create and update procedural documents for common issue resolution
  • Provide guidance and mentorship to junior support engineers
  • Technical skills required
  • Administer SharePoint online, managing groups, security, permissions
  • Supporting multiple sites from HQ utilising remote management tools
  • Utilise and maintain Active Directory, handling security groups and user on/off-boarding
  • Provide orientation and guidance to users on new software and computer equipment
  • Implementation and enforcement of security best practices
  • Administer O365 Cloud Suite, including OneDrive, Teams, and SharePoint
  • Provide education on key applications to users where required
  • Manage the IT helpdesk Q providing 2nd & 3rd Line support
  • Managing stakeholders & escalating when required to resolve within agreed timescales
  • Integration and support of CCTV systems & Net2 within the network infrastructure
  • Utilisation/Implementation of monitoring tools for proactive issue detection and resolution
  • Proficient in troubleshooting hardware, software, and network issues
  • Expertise in configuring and maintaining server hardware
  • Administration of virtualization platforms Hyper-V
  • Familiarity with cloud platforms (AWS, Azure) is advantageous
  • Proficiency in managing and troubleshooting Windows Server and Desktop operating systems
Key Competencies:
  • Stay updated on best IT practices and industry knowledge
  • Knowledge of IP telephone systems
  • Windows support experience
  • Active Directory proficiency
  • IT hardware knowledge
  • Basic networking skills
  • Experience with Azure Cloud, Office 365, O365 Exchange, SQL
  • Local and wide-area networking knowledge
  • Ability to create, delete, and assign appropriate security levels for users
  • Troubleshooting skills for routers, printers, and other hardware
  • Strong knowledge of Windows Server and Office 365
  • Prior Service Desk, Desktop Support, or general IT Support experience
  • Experience with Network Hardware, Active Directory, VoIP Telephony systems
Personal Attributes:
  • Basic understanding of LAN and WAN technologies
  • Exposure to working with or administrating Active Directory
  • Passion for computers with practical knowledge of PC hardware and software
  • Flexible, willing, self-motivated, and hands-on
  • Demonstrable problem-solving ability and persistence in overcoming obstacles
  • Organisation and time-management skills
  • Full clean driving license for occasional travel to other locations
  • Current valid passport for potential travel to European locations when required
  • Good written and strong verbal communication skills
  • Ability to follow and create procedural documentation and relevant reports

This is an exciting opportunity to build a long-term career with Firway Consulting Ltd, with a chance for advancement within the company. You will also receive first-class training.

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