Senior Support Engineer
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Senior Support Engineer (Kent, WA)
Office Based
Full Time
Permanent
Salary: $60,000.00 - $85,000.00
Due to continued growth, IT Support 365, a leading Managed Service Provider have a fantastic career opportunity for a Senior Support Engineer to join their existing team in this specialised role.
About the role:
You will already have at least 3 years experience providing 3rd line support to clients in a Microsoft environment. You will be dealing with clients remotely including escalations and so previous experience working in this setting is essential.
Job Description:
Your role will be to provide onsite technical advice and practical assistance to a primary client based onsite in Kent, WA. The following functions:
- Microsoft 365
- Assisting in 1st/2nd line technical support to our client's staff, answering support queries.
- Implementing IMACS (Install, Moves and Changes).
- Provide 3rd line server support in conjunction with our Service Desk team.
- Diagnosing and resolving of complex issues in a Microsoft environment:
- Windows Server 2019
- Hyper-V
- Exchange
- SQL
- Active Directory
- Azure
- SharePoint
- Excellent problem solving and trouble-shooting skills with an ability to isolate problems to specific parts of a system and diagnose under tight time constraints.
- Resolving issues with PC’s, networks and networked devices (printers, scanners, switches etc)
- Performing System administration and maintenance.
- To take ownership of user problems and be proactive when dealing with user issues.
- Creating and updating technical documentation including work instructions, standard operating procedures/manuals
- Project activity including making technical recommendations in the scoping of IT projects for clients
- Coaching and mentoring 1st/2nd line engineers/analysts upon resolving escalated issues
Requirements:
- 3 years experience in 3rd line support role
- Experience of Microsoft 365 Azure, AD, SQL & Hyper-V , M365 migrations essential!
- Microsoft, CompTIA, Cisco or other manufacturer accreditations/qualifications.
- Experience of working to SLA’s.
- Experience of working with an ITIL ITSM environment
Our hours of operation are between 8am and 6pm and so you will be required to work between these hours on an agreed flexible start time.
From time-to-time, you may be required work outside the office hours due to client or project requests and so you will be flexible.
Job Type: Full-time
Salary: $60,000.00 - $85,000.00 per year
Schedule:
- Monday to Friday
COVID-19 considerations:
Hand sanitisers are on site with face masks provided for client visits. We also conduct temperature checks daily.
Experience:
- Hyper-V: 3 years (preferred)
- 3rd line technical support: 2 years (required)
- Microsoft 365: 3 years (required)
Work Location: One location