Customer Support Engineer
1 week ago
Job Purpose: Provide high-level service support and maintain systems and infrastructure, identifying and implementing new developments aligned with the organisation's strategy.
Key Responsibilities:
- Deliver systems and requirements in-line with the IS strategy and key strategic objectives.
- Serve as a resource and technical expert to the Head of Information Systems and the wider business.
- Assist in the training of department members, end users, and new employees.
- Develop and update documents pertaining to system or software procedures, requirements, and changes.
- Perform maintenance and backup functions for key systems, resolving issues of diverse scope.
- Collaborate with the IS department and key end users to conduct requirement and needs analysis.
- Conduct testing of systems to ensure efficiency and accuracy, using appropriate software tools.
- Implement and maintain system security and data confidentiality, integrity, and availability across the network.
- Design, develop, modify, and maintain infrastructure solutions to achieve high availability.
- Administer, maintain, develop, and implement policies and procedures for ensuring the security and integrity of critical systems.
- Work with other department members to facilitate the sharing of information between various departments and systems.
- Work with other systems analysts in the design, development, and modification of enterprise solutions.
Skills and Experience:
- Proven background working as a 2nd/3rd Line Support Analyst in a Service Desk environment.
- Excellent technical knowledge and experience of supporting Windows Operating Systems and Microsoft Office Software.
- Good working knowledge of Microsoft Windows Server and Active Directory Network Services, including TCP/IP, DNS, Group Policy, and DHCP.
- Good working knowledge of Microsoft Exchange.
- Cyber risk awareness and security hardening to safeguard business systems.
- Customer-focused, with experience of providing advice and guidance to customers over the telephone, email, and Internet.
- Organised and methodical, with the ability to work to targets and goals unsupervised.
- Enthusiastic, self-motivated team player, with the ability to work within a demanding environment.
- Azure and Office365 experience.
- SQL Server administration experience, including installation, performance tuning, security, analysis, and reporting.
- Strong understanding of secure firewall configurations, including 2-factor SSL VPNs and granular access policies.
- Good working knowledge of VMware, including monitoring, provisioning, housekeeping, and troubleshooting activities.
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