Technical Support Manager

7 days ago


York, York City, United Kingdom Henderson Scott Full time

Job Opportunity at Henderson Scott

We are seeking a highly skilled and experienced Senior IT Infrastructure Specialist to join our team at Henderson Scott. As a key member of our Infrastructure Team, you will play a critical role in delivering high-quality IT services to our organization.

Key Responsibilities:

  • Resolve complex technical issues across various hardware and software platforms, demonstrating expertise in troubleshooting and problem-solving.
  • Collaborate with 3rd party vendors to drive fault resolution and change management for software and hardware issues.
  • Develop and maintain a comprehensive knowledge base to share best practices and solutions with colleagues.
  • Proactively monitor and maintain our infrastructure estate, utilizing RMM platforms to ensure optimal performance.
  • Ensure that build baselines are thoroughly tested for reliability, functionality, and security.
  • Provide guidance on hardware solutions and standards, ensuring alignment with company requirements.
  • Maintain and update ITSM tooling platforms, ensuring accurate ticket updates, problem records, change notifications, and asset management.
  • Support and mentor colleagues across the IT Service, promoting knowledge sharing and skill development.

Requirements:

  • Proven technical expertise, with a strong background in ensuring high availability and minimal downtime.
  • At least 2 years of experience in technical support, preferably in an MSP environment.
  • Proficiency in O365, Teams, Exchange online, and PowerShell.
  • Strong knowledge of VMware and Hyper-V.
  • Detailed understanding of physical server hardware components and configuration, including RAID setup and workload placement on storage arrays.
  • Understanding of WAN, SDWAN, MPLS, FTTp/c, Routers, Switches, and Firewalls.
  • Detailed knowledge of TCP-IP, IP routing protocols (BGP and OSPF).
  • Working knowledge of Microsoft Server operating systems, Active Directory, and components, including INTUNE, group policy, and WSUS.
  • Understanding of ITSM toolsets, with Freshservice being a desirable asset.


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