Senior Technical Support Specialist

1 week ago

West London, United Kingdom Proactive Solutions Group Ltd Full time

We are seeking a highly motivated and experienced Senior Technical Support Specialist to join our team in WEST LONDON.

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

The ideal candidate will have strong troubleshooting skills, a passion for problem-solving, and the ability to work in a fast-paced, client-focused environment.

The successful candidate will have advanced knowledge of Microsoft 365, including Exchange Online, SharePoint, Teams, and OneDrive, as well as experience with scripting and automation tools (PowerShell).

The Senior Technical Support Specialist will be responsible for providing 3rd-line technical support to clients, managing and resolving complex issues related to desktop environments, and supporting network infrastructure.

The role also involves performing system administration tasks, planning, and implementing migration projects, particularly around Microsoft 365 and other cloud solutions.

The ideal candidate will have excellent communication and customer service skills to interact with clients and internal stakeholders in a clear, supportive manner.

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.

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 and 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 - £25-45k
  • 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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