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IT Managed Services Support Engineer

2 months ago

Belfast, United Kingdom KBS Group Full time

About KBS Group

KBS Group is a leading provider of IT and document solutions, dedicated to enhancing organizational workflows, collaboration, and information sharing. Our comprehensive range of services and products empowers businesses to operate efficiently, control costs, and adapt to growth and change.


As a trusted partner, KBS Group offers flexible, secure, and tailored solutions to meet the unique needs of each customer. Our IT services seamlessly complement our document solutions, ensuring transparent and effective solutions that drive business success.


Job Overview

The role of a Level 2 Managed Services Support Engineer at KBS Group involves providing expert technical support to customers, both remotely and on-site, across multiple technology areas with a focus on desktop virtualization technologies. As a key member of our team, you will provide 2nd line support to our Managed Service Clients, ensuring all services run at optimal performance and meeting departmental Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).


Key Responsibilities

  • Manage workload and prioritize multiple open tickets while meeting SLA thresholds for incidents, requests, and problems.
  • Take full technical responsibility for incidents, requests, and problems, conducting comprehensive diagnostics with end-users to ensure ticket resolution and project completion.
  • Perform regular maintenance and patching of infrastructure, endpoints, and servers.
  • Act as an escalation point for support calls from various support tiers, ensuring timely and effective resolution processes.
  • Provide technical maintenance and support for all IT hardware and software used by end-users.
  • Provide on-site technical support, confidently and professionally engaging with customers at all organizational levels.


Personal Qualities

  • The ability to clearly explain technical concepts to non-technical individuals.
  • Exhibit a customer-centric approach to support, prioritizing customer needs.
  • Excellent communication skills, both verbally and in writing.
  • Well-thought-out approach to troubleshooting technical issues.
  • Effectively prioritize tasks and manage time efficiently.
  • Display excellent time management skills, with awareness of time constraints, priorities, and deadlines.
  • The ability to research and learn new technologies and provide solutions.
  • A good team player - contributing knowledge and collaboration.


Requirements

  • At least 2+ years in an IT Support role (2nd line experience is beneficial + MSP experience).
  • Excellent experience with Windows Server and Desktops.
  • Extensive knowledge on Microsoft Azure and Microsoft 365.
  • Great knowledge working with Active Directory & Azure AD.
  • Vast knowledge on DNS, DHCP, and Group Policy.
  • Backup - Configure, maintain, troubleshooting experience.
  • Good experience with Networking, switches, subnets, LAN, WAN, DNS.


Special Requirements

Out of hours call out once induction completed.