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Senior IT Support Engineer
Location: Berkshire, Hybrid
Salary: £42,000 to £45,000 depending on experience, plus company benefits
Full time & Permanent
The success of this privately owned provider of managed IT/Devices as a service is due to its focus on the highest levels of service to its clients. Our client works with a range of businesses to take control of their print environment, maximise efficiency and productivity, ensure compliance and reduce costs, and is a leading integrator of digital print hardware, software, solutions and services for businesses in any industry and of any size.
Benefits and culture:
Hybrid working arrangements
Company Pension scheme
The Job Role:
The Senior IT Engineer:
Ensure quality service delivery and customer experiences when customers are interacting with the IT Support team.
Own and progress any escalations submitted by the team to completion, notifying the relevant stakeholders of progress and outcomes.
Proactive service delivery of IT Support services (Patching, Security, Device Utilisation etc.) using data connectors.
Analyze and troubleshoot issues, providing remote technical support from a 2nd/3rd line level to their customers across the Print, DaaS, SaaS and IT Support service offerings.
Provide technical guidance and input to CAB/eCAB approvals.
Supplier management - Work with third party service providers to ensure appropriate services are delivered effectively and within SLAs.
Work with the helpdesk team to deliver on SLAs, KPIs and strategic objectives.
Train ticket resolutions to the relevant team to build knowledge.
Skills, experience and qualifications:
Providing 2nd and 3rd line IT Support
Manage and troubleshoot Windows Servers, Active Directory, DNS, DHCP, Group Policy Objects etc
MS Office 365 Administration, including Teams, SharePoint, OneDrive etc
PowerShell experience in management and scripting
MS Azure Cloud and Intune/Autopilot management
Support for desktop platforms including Windows 7,8 and 10 and MAC Operating Systems
Experience in troubleshooting software and hardware faults
Remote Support - VPN, Windows Remote Desktop
Networking - Working knowledge of networking and routing, Firewalls, DNS, DHCP
A working knowledge of virtualization Hyper-V / VMWare
Capability to analyse, isolate and solve network connectivity and performance issues.
Experience with creating and maintaining IT support documentation.
Racking and cabling experience.
Ideally qualified in one of more: MCSE, VCP, CCA, CCNA.
Additional Resources are an Employment Business and an Employment Agency as defined within The Conduct of Employment Agencies & Employment Businesses Regulations 2003