Technical Support Engineer (Tier 3)

at  Techys2u Limited

WHO WE ARE:

Located in Stourbridge (DY8), Techys2u is a trusted IT partner with over 17 years of experience. Since 2006, we’ve been empowering businesses across various sectors with cutting-edge IT solutions. As a Microsoft and Dell partner, we take pride in building strong, lasting relationships with our clients—many of whom have stayed with us for years because of the exceptional service we deliver.

REQUIRED SKILLS & QUALIFICATIONS:

We’re looking for a tech-savvy professional who thrives on solving complex IT challenges and is ready to bring their expertise to the table. To excel in this role, you should possess:

• Technical Experience:
• At least 5 years of experience in Technical Support, preferably in an MSP, IT consultancy, or as the head of internal IT for a business with 100+ users and a mix of on-prem and cloud setups.
• Proven expertise in Microsoft 365, including Microsoft Entra, Microsoft Intune management, and the Microsoft 365 Admin Center, alongside proficiency in PowerShell scripting.
• Strong knowledge of Microsoft Windows Server OS (2008+) installation and migration.
• Experience with firewall management, including internet connectivity, firewall rules, and port forwarding techniques (pfSense experience is a plus).
• Familiarity with RMM systems and the ability to leverage them effectively for client support.
• Security & Backup:
• Hands-on experience with anti-virus and anti-spam technologies.
• Proficiency in implementing and maintaining backup solutions.
• Network & Infrastructure:
• Expertise in configuring complex network setups, including VLAN configurations.
• Experience with infrastructure installation projects and maintaining core systems like Active Directory, DNS, DHCP, RDP, and Hyper-V (Hyper-V Core experience is desirable).
• Knowledge of hardware design and configuration for optimal performance.
• Procurement & Project Management:
• Demonstrated experience in IT hardware and software procurement.
• Ability to independently manage projects while collaborating within a team.
• Essential Requirements:
• A clean driving license to support client visits and on-site tasks.

MAIN RESPONSIBILITIES:

As a Technical Support Engineer, you’ll tackle a variety of exciting challenges and projects, keeping our customers and team at the forefront of IT innovation. Your key responsibilities will include:

• Driving Customer Change Projects: Lead large-scale implementations like new server installations, Windows Server migrations, on-prem-to-cloud transitions, and co-location of client servers.
• Technical Problem Solver: Take ownership of complex technical issues, implementing solutions while keeping clients and the team informed every step of the way.
• Mentorship and Collaboration: Support and mentor 1st and 2nd Line Support Technicians, sharing your expertise to foster a stronger team.
• On-the-Job Training: Play an active role in developing team members’ skills by providing practical, hands-on guidance.
• Customer Service Excellence: Deliver outstanding service, ensuring client satisfaction and long-term relationships.
• SLA Compliance: Respond to and resolve reported incidents within defined SLAs, including for our 24x7x365 contracts.
• Process Improvement: Keep procedures, fixes, and knowledge base articles up to date in our Quality Management System to ensure a streamlined workflow.
• Infrastructure and Projects: Participate in hardware refreshes, infrastructure installations, and other projects, supporting them with clear strategies for management sign-off.
• Ad Hoc Duties: Take on additional projects or tasks as requested by the Reporting Manager, embracing new opportunities to contribute and grow.

We’re looking for a tech-savvy professional who thrives on solving complex IT challenges and is ready to bring their expertise to the table. To excel in this role, you should possess:

• Technical Experience:
• At least 5 years of experience in Technical Support, preferably in an MSP, IT consultancy, or as the head of internal IT for a business with 100+ users and a mix of on-prem and cloud setups.
• Proven expertise in Microsoft 365, including Microsoft Entra, Microsoft Intune management, and the Microsoft 365 Admin Center, alongside proficiency in PowerShell scripting.
• Strong knowledge of Microsoft Windows Server OS (2008+) installation and migration.
• Experience with firewall management, including internet connectivity, firewall rules, and port forwarding techniques (pfSense experience is a plus).
• Familiarity with RMM systems and the ability to leverage them effectively for client support.
• Security & Backup:
• Hands-on experience with anti-virus and anti-spam technologies.
• Proficiency in implementing and maintaining backup solutions.
• Network & Infrastructure:
• Expertise in configuring complex network setups, including VLAN configurations.
• Experience with infrastructure installation projects and maintaining core systems like Active Directory, DNS, DHCP, RDP, and Hyper-V (Hyper-V Core experience is desirable).
• Knowledge of hardware design and configuration for optimal performance.
• Procurement & Project Management:
• Demonstrated experience in IT hardware and software procurement.
• Ability to independently manage projects while collaborating within a team.
• Essential Requirements:
• A clean driving license to support client visits and on-site tasks