IDEALLY, YOU’LL HAVE/BE:

• Operating Systems: Expertise in Windows client and server versions.
• Networking: A solid grasp of TCP/IP, DNS, and DHCP to troubleshoot connectivity issues, including Wi-Fi and VPN problems.
• Identity Management: Experience with Active Directory (AD) for user and group management, as well as Azure Active Directory (AAD) for cloud-based environments.
• Cloud: Knowledge of Microsoft 365 and Exchange Online for email and cloud services, with a foundational understanding of platforms like Azure.
• Hardware/Software: The ability to troubleshoot issues with desktops, laptops, and peripherals. Strong knowledge of software like the Microsoft Office Suite and antivirus programs. Knowledge of Windows Subsystem for Linux (WSL) is a plus.
• Strong Troubleshooting Ability: A methodical approach to diagnosing and resolving complex technical issues, including the ability to analyse logs and identify root causes.
• Excellent Communication Skills: Can clearly explain technical issues to non-technical users and collaborate effectively with colleagues across IT and other departments.
• Attention to Detail in Documentation: Consistently document incidents, solutions, and processes to help build and maintain a reliable knowledge base.
• Basic Scripting Knowledge: A foundational understanding of scripting with tools like PowerShell or Bash, and you’re comfortable using scripts to automate routine tasks.
• Professional and Empathetic Customer Service: Maintain a calm, courteous, and solution-focused approach when assisting users, even in high-pressure situations.

THE ROLE

Reporting to the IT Manager, the Support Engineer supports customers and end users with networking and IT issues. They provide technical support to our end-users, resolving hardware and software issues, and ensuring the smooth running of our IT infrastructure, and support customers in establishing network routing between their sites and Onyx cloud systems.
The role requires the ability to solve technical challenges within (customer) specified constraints and balance planned project delivery with responding to ad-hoc requests.

WHAT YOU’LL DO:

• Comply with organisation and customer information security policies and procedures.
• Connect business customers’ remote sites to the business’s cloud services, via VPN and other secure network connections.
• Troubleshoot and resolve technical challenges for customers and internal end users.
• Troubleshoot and resolve hardware and software issues, including desktops, laptops, printers, mobile devices, and network connectivity for internal end users.
• Provide 2nd line technical support to internal end users via phone, email, and in person, escalating complex issues to 3rd line support or management as necessary.
• Work with a global IT team and outsourced managed service provider to deliver internal end user support.
• Contribute to the development and maintenance of IT documentation and knowledge bases.
• Assist with IT projects, such as hardware/software deployments and system upgrades.
• Occasional after-hours or weekend support may be required.