DESCRIPTION

We are looking for an experienced Level 2 Support Engineer to join our organisation based at our offices in West Malling, Kent, working within the Enterprise Co-Managed Services team in a fast-paced IT Managed Services environment.
The successful candidate will have 2+ years’ experience working in a customer facing service desk environment, ideally within an outsourced/managed service organisation.

KEY ACCOUNTABILITIES

• Acting as Technical Lead for the team for all current and new supported products.
• Analysing, troubleshooting, and resolving endpoint, server, application and network issues.
• Acting as a point of escalation from Level 1 Support Analysts
• Provide in-depth training and mentoring of team members.
• Providing support to many different end-customers, ensuring timely resolution of incidents, and great customer satisfaction.
• Managing infrastructure within Azure.
• Analysing, troubleshooting, and resolving end user customer issues for Microsoft 365, MaaS360, McAfee, Sophos & Microsoft Teams Calling.
• Liaising with various 3rd party vendors to coordinate incident resolution.
• Update documentation for the Knowledge Base (IT Glue).
• Completing project tasks.

SKILLS & EXPERIENCE

• Must have 2+ years’ experience working in a customer-facing service desk support role, ideally an MSP.
• Must hold or have desire to hold Microsoft Intermediate/Expert Level certifications.
• In-depth knowledge of Microsoft Cloud Technologies.
• Excellent communication skills, both written and verbal.
• Understanding of cyber security concepts and solutions.
• Knowledge of Azure, Intune, SCCM, Active Directory, Microsoft Teams Phone, MaaS360, is desirable.
• Have used remote management and monitoring tools.
• Intermediate knowledge of network technologies (TCP/IP, DNS, DHCP etc.)
• Be able to create and maintain operational support documentation.

Please refer the Job description for details