Support Services Engineer Full Time Permanent

• Delivery of high-quality remote support on a range of technical incidents and problems across the Content + Cloud client base
• Responding appropriately to, and effectively resolving, customer incidents, queries or complaints.
• Take ownership of incidents assigned to you and manage them through to resolution.
• Troubleshooting and maintaining a wide range of systems, including but not limited to brand name networking equipment like: Fortigate and Cisco, HP and Dell servers, Microsoft Server SBS, 2003 through to 2012, Microsoft Windows XP to 10, Linux and Apple server and desktop OS’s, workstation hardware, Office365, Mimecast and Hyper-V / VMWare virtualization.
• Ensuring SLA’s are met; time to respond, time to resolve and first-time-fix.
• Server rebuilds
• Application troubleshooting

The ideal candidate will have / be:

• Proven technology industry experience providing support at a 2nd Line level or above
• Previous experience of working in a night shift environment
• Available and medically fit to work night shift
• Excellent written and verbal communication and interpersonal skills
• Comfortable to work with minimal supervision and with team members that are located remotely
• Moderate to advanced troubleshooting skills (e.g. AD; servers; workstations; databases; networking)
• Ability to know where to find information if unable to resolve immediately (i.e. technical sites; forums, vendors; etc.)
• Experience supporting Microsoft software (Office, Exchange, Active Directory, Server etc.)
• Formal IT qualification, ideally MCSE/MCITP or multiple MCPs is advantageous but not essential!
• Own (reliable) transportation

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