support engineer
5 the last 122 days, recently 2023-03-08
Responsibility
- servicedesk Manager
- to deliver projects including and not limited to Cloud migration
- interact with customers, staff and external third parties, quickly gaining the respect of others, both colleagues and customers at all levels
Show more +26 - to deliver new software and hardware solutions to clients, as specified and planned
- to support and maintain Cloud integrations
- escalate more complex calls to an appropriate manager/Director for resolution
- to perform all work necessary for server configurations
- maintain a log of any software or hardware problems detected
- to resolve networking infrastructure issues
- inventory, hardware and software asset management
- provide consultancy services to customers in support of MD
- perform testing and to support all aspects of testing and acceptance for given projects
- evaluate user needs and system functionality, ensuring that IT facilities meet these needs
- delivering cyclical and routine Back Up, Disaster Recovery and Endpoint Security tasks for clients
- assist with updates and renewals for software maintenance
- take ownership of user problems and be proactive when dealing with issues, keeping clients updated and providing feedback on progress of logged issues
- log calls and create tickets on the ConnectWise system keeping up-to-date client records
- support clients in the use of computer equipment by providing training when necessary
- develop and implement technical processes as required
- internal: staff, managers and Directors
- ensure the security of systems and data from internal and external attack
- 20. Find innovative ways of improving IT services and identify technical advances to support customer’s benefits and opportunities for new business
- manage crisis situations, which may involve complex technical hardware or software problems
- to provide technical pre-sales support, including but not limited to building quotes and creating defined scope of works documents for client projects
- attend necessary training courses in order to build competence in providing technical assistance and support to customers
- 17. Assist with updates and renewals for software maintenance
- 28. Carry out any other duties that are within the employee's skills and abilities whenever reasonably instructed
- arrange for external technical support where problems cannot be resolved
- maintain a high degree of customer service for all support queries and adhere to all Company procedures
Requirements
- 3 years experience in 3rd line support role
- microsoft, CompTIA, Cisco or other manufacturer accreditations/qualifications
- experience of working to SLA’s
Show more +5 - experience of working with an ITIL ITSM environment
- hyper-V: 3 years
- experience of Microsoft 365 Azure, AD, SQL & Hyper-V , M365 migrations essential
- 3rd line technical support: 2 years
- microsoft 365: 3 years
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