Our client supply Connectivity as a Service (CaaS) solutions to businesses in the UK. They provide IT, Connectivity, Telephony & Mobile all inter- connected from one supplier, with one helpdesk and one monthly bill.

We are looking for an experienced Support Engineer (2nd Line) with at least 3 years’ experience within the IT support sector and be able to demonstrate a high level of competence in Active Directory, workstation and server set-up and support. They should also be comfortable with internet router configuration, soft PBX admin and mobile device management tools. Ideally, they will be open to further formal learning to gain certifications across the business product range and benefit from the associated incentives.

Responsibilities

• To provide a five-star helpdesk experience to supported users.
• Inbound support request diagnosis and resolution:
  • IT – all issues affecting workstations, servers, networks, data storage etc.
  • Connectivity – network and router optimisation
  • Telephony – soft PBX configuration and maintenance
  • Mobile – wholesale portal admin; mobile device management config / admin.
• Monitor RMM dashboard status / alerts and apply corrective action as required.
• Specialist diagnosis and resolution of escalated and complex issues
• Fix hardware faults and install upgrades to client hardware.
• Identify trends adversely affecting service quality and mitigate as appropriate.

Qualifications (Full sponsorship provided to study for and gain any of the below not already held)

• IT Support minimum 3 years’ experience – essential
• Microsoft 365 Fundamentals (MS-900) – desirable
• Microsoft 365 Identity and Services (MS-100) - desirable
• Microsoft 365 Mobility and Security (MS-101) – desirable
• Managing Microsoft Teams (MS-700) - desirable
• Team-player with a professional, friendly, can-do attitude – essential

37.5 hours per week between 8am – 6pm Mon to Fri. Sat on-call rota:  8am-1pm

If this role is of interest, please get in touch with our friendly team on (phone number removed)

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