This is a remote position.2nd line IT Support EngineerOur client is seeking an experienced, capable and dedicated 2nd line support engineer on a full-time basis.This is an exciting role for the right candidate to make a positive impact and grow with our client whilst working on their service desk. This means that you would be spending some of the working day helping users remotely and over the phone.This position also comprises an element of project delivery, as such you could be working on a wide range of technical projects, such as Cloud implementation and improvement projects.About UsOur client provides IT support and services to charities and social enterprises across the UK. Although they are an MSP, they are different and have strong social and ethical principles, and as a result, their clients like working with them. The focus is on the quality of the service and good solutions they deliver rather than maximizing profit.RequirementsAbout the RoleThis is a fast-paced and varied role depending on your capabilities and skills.Troubleshoot and resolve technical problems associated with Software, Hardware, and cloud platforms via our ticketing system, email, phone, and occasionally in person at our client's offices.Ensure that all cases are handled and escalated as per the established processes.Provide proactive support and guidance to the 1st line team to help upskill and improve knowledge.Ensure that all knowledge base documentation is kept up to date.Access Management – User account administration. You will be responsible for managing new users and leavers in active directory and other applications as required.You will be required to assist with the delivery of IT projects as and when required. This could also involve taking ownership and delivering projects as and when required.(The above list is not exhaustive, and the post-holder may be asked to undertake such additional tasks as reasonably requested by your peers.)Essential RequirementsAt least 5 years' service IT support and help desk management experience.Experience managing and delivering cloud projects.Excellent interpersonal & customer service skills.Excellent attention to detail.Excellent communicator, both written and verbal.Excellent problem-solving skills with a proactive, can-do attitude.Excellent organisational & time management skills - multitasking is a must.Experience managing and supporting AD and Azure AD.Experience Microsoft Windows Server OS management, and support.Experience acting as a point of escalation for 1st line colleagues.Experience managing Azure & Office 365.Experience with Microsoft Intune, Mosyle, and other MDM solutions.Experience managing Microsoft Modern Workplace services such as SharePoint, Teams, Flow.Excellent working knowledge of Microsoft Operating systems 7 – 11.Excellent understanding and experience within modern IT platforms, Enterprise IT systems, and networking (our clients use Office 365, Azure, Hyper-V, Windows Server 2016/19, SQL, Exchange etc).Good scripting abilities especially PowerShell.Highly DesirableExperience of system migrations, system recovery, and security.Experience managing virtualized environments such as Azure Virtual Desktop, Hyper-V, VMWare.Experience of major networking components, to include networking operating systems, basic configuration and maintenance, Switches, Router, Load Balancers and Firewalls, Wi-Fi, TCP/IP, DNS, VLAN etc.QualificationsA Bachelor's Degree or equivalent advanced studies/training.Microsoft certified or other industry-relevant qualifications.Experience working in an MSP environment.
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