The IT Support Engineer will be instrumental in providing first and second line support. This cross-functional role encompasses a range of responsibilities for providing seamless IT operations for our clients. The successful candidate will be involved in day to day helpdesk, projects and

Key Responsibilities:

· Offer comprehensive remote support to clients, addressing hardware and software service requests.

· Execute new hardware and software rollouts efficiently.

· Cultivate and manage client relationships to ensure satisfaction and retention.

· Create, revise, and maintain technical documentation to support IT processes and end-user guidance.

· Contribute to the team's efforts in new hardware rollouts and support initiatives.

· Lead and participate in IT projects, managing incidents, service requests, and change requests from end-users.

Skills and Experience Required:

· A proven track record in IT support, demonstrating a thorough understanding of Microsoft 365 configuration.

· Proficient in installing, configuring, and supporting operating systems including Windows Server 2016 to 2022 and Windows 10,11.

· Experience with PC hardware upgrades and troubleshooting.

· Strong knowledge of Defender for Business / Endpoint, Email security and security principles.

· Strong communication skills, organizational abilities, and a customer-focused approach. This will be a customer facing role.

· A natural problem solver who is flexible and has good critical thinking skills.

· Experience with Azure Active Directory (Entra Admin)

· Deep knowledge of Microsoft technology stack including Microsoft 365 including SharePoint, Exchange online, Teams, Defender, and Intune. Knowledge of Active Directory, and Windows Server/Desktop.

· Comfortable using ticket systems and managing remote monitoring. (Autotask, IT Glue, Datto RMM)

· Familiarity with Mobile Device Management and related concepts (Intune MDM).

· Experience in managing virtual environments such as HyperV, Azure.

· Competence in backup and recovery solutions (Datto Backup)

Desirable Skills:

· Familiarity with Apple IOS, MAC environments.

· Familiarity with Android.

· Team phone system

· Microsoft 365 Migration

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Professional Attributes:

· At least 2 years of experience in a customer-facing IT support role.

· Exceptional problem-solving capabilities with a focus on process improvement.

· Ability to multiftask and work accross multiple projects, performing critical analysis.

Working Conditions:

The role involves a standard 40-hour workweek, the role will be based on shifts and rotas consisting of 5 days a week which may include weekends.

Role will be based on UK hours. (8am - 5pm UK Time (12:30 - 21:30PM SL Time (Apr - Oct) / 13:30 - 22:30 (Nov - Mar))