Senior Support Engineer

Senior Support Engineer – Windows Server 2008 – 2016, VM Ware, Active Directory, Windows 10 & MAC OSX – London – £42,000

Overall Purpose of the Role:

To provide 1st, 2nd and 3rd line IT support to staff across all office locations.

Responsibilities:

• Provide IT support to staff either face to face, via email or telephone as required (including remote users or those in other offices).
• Assist with the induction of new starters, configuration of PCs and ensuring satisfactory on-boarding from an IT perspective, including creating new accounts.
• Provide advice and assistance for IT-related user enquiries, including those relating to business applications.
• Ensure all calls are logged and responded to within a reasonable timeframe.
• Take ownership of user problems and be pro-active when addressing all user issues, where necessary working with the user to manage and correctly interpret their needs.
• Keep call records updated and users regularly informed where problems can’t be resolved immediately.
• Support the IT infrastructure (including servers, desktop & mobile devices, network, switches, firewalls, wi-fi etc) taking proactive maintenance and troubleshooting any problems.
• Provide printer and telephony support across all offices.
• Escalate issues to third-parties where appropriate and ensure these are followed up to a satisfactory conclusion.
• To assist with configuration and installation of hardware and software upgrades when required.
• Undertake ad-hoc infrastructure/desktop remediation work as directed.

Personal Specifications and Competencies:

Interpersonal Skills:

• Ability to communicate and form working relationships with colleagues at all levels.
• Excellent organisational skills, quick thinker, problem solver and able to work calmly under pressure and to tight deadlines.
• Customer-orientated mindset.
• IT, Administrative and Organisational Skills:
• Excellent all-round technical skills including Windows 7/10, MS Office 365, networking, security, PC hardware, printers etc.
• Excellent planning, organisational and time management skills, with the ability to work under pressure and to tight deadlines.
• Good prioritisation skills according to urgency of demand.
• Familiar with Atlassian tools, including Confluence and JIRA.

Necessary education/qualifications/experience:

• Experience providing first, second and third line support in a fast-moving, commercial organisation.
• Experience of the following technologies:
• Windows Server 2008 – 2016.
• AD Administration, configuration including GPO
• Hosted Email services including Office 365
• VMWare
• Mimecast & other end-protection/security services
• DNS & Domain Management
• Client OS: Windows 10 & MAC OSX
• Client side software: MS Office, Adobe CC
• Familiarity with Hosted Services/SAS
• Networking Infrastructure including switching, VPN
• Backup, Archival & Cloud storage
• Telephony systems: VoIP, SIP, PBX etc.
• Mobile telephony including iOS & Android
• MS & Oracle SQL Knowledge
• IT-related qualification would be desirable (e.g. MCP/MSCE/ITIL)

This job ad was posted by Salt. To find out more about Salt’s Privacy Policy and how your application is processed, please visit our website https://welovesalt.com/privacy-policy/.