Senior Technical Support Specialist

3 weeks ago

Taunton, Somerset, United Kingdom Proactive Solutions Group Ltd Full time
Job Title: 3rd Line Support Engineer

We are seeking a highly motivated and experienced Senior Technical Support Analyst (Microsoft 365 Specialist) to join our expanding team.

Job Summary:

The 3rd Line Support Engineer role requires an experience level of 8+ years in a similar role and is hybrid working on a 60/40 split (60% in the office, 40% from home) from one of our offices.

Key Responsibilities:
  • Provide 3rd-line technical support to clients, specialising in Microsoft 365 (Exchange Online, SharePoint & Teams, etc.)
  • Manage and resolve complex issues related to desktop environments, including hardware and software configurations.
  • Support network infrastructure, including routers, firewalls, switches and VPN setups.
  • Troubleshoot and resolve escalated tickets from the 2nd line support team.
  • Perform system administration tasks, including Active Directory, Azure AD, and other cloud-based platforms.
  • Plan, implement, and manage migration projects, particularly around Microsoft 365 and other cloud solutions.
  • Monitor system performance and ensure high availability for business-critical services.
  • Liaise with external vendors and service providers to resolve issues when required.
  • Provide mentorship and guidance to junior support staff.
Essential Skills & Experience:
  • Microsoft 365 - advanced knowledge of Exchange Online, SharePoint, Teams and OneDrive.
  • Experience with scripting and automation tools (PowerShell).
  • Microsoft 365 endpoint management including deployment services and policy management.
  • Desktop support - strong skills in troubleshooting Windows and MacOS, Office suites and other desktop applications.
  • Networking - proficiency in managing and troubleshooting network devices and configurations, including VLANs, DNS, DHCP and VPNs.
  • System administration - experience with Active Directory, Group Policy and Azure AD.
  • Security - familiarity with cyber security principles and tools, such as firewalls, antivirus and patch management.
  • Customer Service - Excellent communication and customer service skills to interact with clients and internal stakeholders in a clear, supportive manner.
Desirable:
  • Certification such as Microsoft Certified, Azure Administrator Associate or Microsoft 365 Certified: Enterprise Administrator Expert.
  • Knowledge of backup and disaster recovery solutions.
  • Experience in managing hybrid cloud environments.
  • Familiarity with ITIL best practices.
Expectations:
  • Confident & professional telephone manner with excellent written and verbal communication skills.
  • Ability to work autonomously, as well as part of a team.
  • Organisational and prioritisation skills that can adapt to changing priorities with multi-tasking.
  • Astute problem-solving skills with the ability to analyse data to reach conclusions.
  • Exceptional customer service skills including experience of dealing with diverse customer groups.
  • Eagerness to stay up to date with emerging technologies and trends.
  • Ability to provide reactive support where required but with a primary focus on proactive support.
  • Ability to remain calm under pressure during challenging times.
Benefits:
  • Salary - £30-£40k
  • Internal career development and training plans for all team members via the Training Academy.
  • 20 days holiday plus bank holidays, increasing 1 day every year of service to a maximum of 25 days.
  • Your birthday as a holiday each year on top of your holiday allowance.
  • Relaxed, modern working environment where we value pushing our analysts forward.
  • Access to employee staff discounts portal including Currys, Neals Yard and Vie Cinema.
  • Access to healthcare portal including health checks and a 24/7, 365-day councillor.
  • Team challenges and prizes including employee of the month.
  • Workwear included to represent yourself and the brand.
  • Top-of-the-range computer equipment.
  • Regular company social activities.
  • Contributory pension scheme.

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