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Senior Technical Support Specialist

2 months ago

Newbury, West Berkshire, United Kingdom mecs communications Full time
Job Title: Senior Service Desk Engineer

We are seeking a highly skilled Senior Service Desk Engineer to join our team at MECS Communications Ltd. As a Senior Service Desk Engineer, you will be responsible for providing 2nd and 3rd line technical support to our Managed Service customers.

Key Responsibilities:
  • Onboarding and provisioning new users
  • 2nd and 3rd line technical support
  • Incident management
  • Troubleshooting and fault diagnosis
  • Investigate, isolate, and resolve complex issues
  • Root cause analysis
  • Maintain SLA and KPI objectives
  • Actively monitor systems
  • Complex systems configuration
  • Testing and fine-tuning
  • Complex deployment support
  • Project management and delivery
Candidate Profile:

Candidates should possess previous experience within a Technical Support, Helpdesk, or Service Desk environment to a 3rd line level. You will be experienced in the management of complex/3rd line issues, administration, support, monitoring, troubleshooting, installation, configuration, deployment, and rollout of virtual and on-premise solutions.

Your skills, experience, and attributes should include as many of the following as possible:

  • Knowledge of the IT, Technology, Cloud, ICT, Network Infrastructure, Microsoft communication, and collaboration segment
  • Microsoft 365 M365, Office 365 O365, Windows Server, Active Directory, Teams, Exchange, One Drive, Sharepoint
  • TCP/IP networking, switches, routers, security, firewalls, and protocols
  • WAN, LAN, VLAN, WLAN, Meraki Wi-Fi, VPN, DHCP, DNS
  • Microsoft System Center Configuration Manager (SCCM) or Microsoft Endpoint Manager suite
  • ITIL foundation