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Senior Information Technology Engineer

2 months ago

UK, UK, United Kingdom Serata Search Ltd Full time

Senior IT Engineer

40k to 45k plus benefits

Based Burnley – free parking and easily accessible - home and office - not remote. Candidates must be based in the UK and have full eligibility to work.

Our client is a leading managed service provider of ICT Solutions. Established for over a decade they are hugely successful, expanding further, and cover a broad range of sectors from Education to large Corporates. Due to growth we are now looking for an additional Senior IT Engineer with strong project / escalation / 3rd line experience to join the expanding senior team. They focus on service security and data integrity, and have a strong passion for providing world class Cloud services that they want to continue to build. The company are superb to work for and provide a great environment and culture with superb training and development opportunities to keep your technical skills as advanced as possible.

Main Responsibilities

• Provide final level of escalation for customer incidents

• Providing strong server and desktop support across our customer networks

• Keeping clients updated as to the progress of their request / issue status

• Maintaining agreed SLA’s, updating ticket information as you work

• To provide an escalation point for sales/customers/technical, and to manage the solution

• Training and development of junior engineers

• Liaise with third parties and vendors to resolve incidents with root cause analysis

• Perform Incident Management & reporting on complex / large scale issues

• Assist with mentoring colleagues in line with escalation procedures

• Visiting client sites on occasions

• Producing and updating technical documentation, conducting infrastructure audits

• To ensure that support work carried out outside of contractual obligations is captured and charged accurately and in a timely manner

• Work with management to identify efficiencies within the technical department and implement, including reducing incoming cases and streamlining processes

Skills and Experience

· Excellent communication skills (both verbal and written)

· Ability to respond to customers under SLA and work under pressure

· Customer focused

· Possesses significant knowledge of client / server and Internet systems architectures

· Has developed complex technical solutions to IT problems

· Experience of a support desk environment, ideally with in an MSP

· Microsoft Cloud technologies – eg. Azure, O365

· Network software including TCP/IP, DNS and DHCP protocols

· Back up and replication technologies (Veeam is highly advantageous)

· Scripting such as PowerShell, VBA

· VMware & Hyper-V deep troubleshooting

· Good time and workload management skills


“Serata Search are operating as an employment agency – we welcome applications from all nationalities but candidates must have full eligibility to work in the UK”