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.
This opportunity offers a learning path into the world of DevOps and Infrastructure as Code (IaC), working with one of our senior architects on the management and maintenance of Azure platform services.
The successful candidate will have at least 3+ years’ experience working in a customer facing service desk environment, ideally within an outsourced/managed service organisation.
They will possess a robust engineering-mindset and be deeply interested in learning as well as training junior teammates.

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 3+ years’ experience working in a customer-facing service desk support role, ideally an MSP.
• Must hold or have desire to hold Microsoft Intermediate/Expert Levelcertifications.
• Good knowledge of PowerShell scripting with a desire to develop this further.
• Knowledge of / desire to learn Bicep and DevOps methodologies.
• 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