In this role, you will serve as a technical expert, responsible for handling escalated technical issues from our 1st and 2nd line teams. Your primary focus will be diagnosing and resolving complex infrastructure, networking, and software-related problems, ensuring minimal disruption to client operations.
As a senior member of the team, you will also have the opportunity to mentor and assist junior engineers in their professional growth and development. Your technical guidance and support will be instrumental in fostering a collaborative and high-performing team environment.
Key Responsibilities:
- Be a point of escalation for technical support tickets.
- Remote customer support, where you will perform various support tasks(not exhaustive);
- Device Troubleshooting (Desktop/Laptop/Mobile)
- Active Directory / Exchange / Office 365
- Printer Troubleshooting/Configuration
- Network Troubleshooting (Server, Switching)
- Root cause analysis
- Create documentation for our knowledgebase system
- Patching (switches / firewalls / VMWare)
- Accountable for your own personal ticket queue, ensuring that all tickets are updated and closed in a timely fashion
- Strong knowledge of both Office 365 and Azure, including Intune/Endpoint Management, Exchange Online, Azure hosted services
- Strong knowledge of Remote Desktop Servers
- Strong Knowledge of Windows Server
- Knowledge of Modern Desktop
- Knowledge of Networking (inclusive of Firewalls, Switches, APs etc)
- Knowledge of Hyper V/VMware
- Customer centric with great people skills
- Experience with Citrix
- Experience with Linux enterprise infrastructure
- Experience with N-Able products including N-Central and Cove.
- Experience at an MSP
- Takes pride in providing a high level of service
- Regularly going above and beyond
- Strong attention to detail
- Ability to work under pressure and handle difficult situations
- Impeccable time management skills with the ability to prioritise effectively
