IT Support Technician | Systems Engineer

Responsibilities and Regular Tasks for This Role Includes:

• Provide support to incoming calls/tickets, create, manage, follow-up and resolve support requests via ConnectWise ticketing system with a prominent level of attention to detail whilst providing clients with regular progress updates and documenting time on tasks completed.

• Deliver quality, professional remote support in a timely fashion (adhering to Service Level Agreements) using a variety of remote access tools.

• Providing technical solutions to the team and guidance to level 1 technicians.

• Support issues, escalations and in some ongoing project work.

• Onsite support and complete new client IT Audits.

• Changes to website, DNS, domain registrations.

• 3CX Phone system deployments and support.

• Microsoft SharePoint Migrations

• Microsoft 365 Email Migrations

• Ensure completion of all assigned tasks within deadlines outlined by management and or others

• Updating and creating customer documentation

To be successful, you must possess the following:

• Experience working in an MSP environment is highly desirable

• Experience working as a Level 2 engineer

• Experience administrating Microsoft 365 solutions. Microsoft Certifications (MS900, etc.) will also be highly regarded

• Ability to diagnose and troubleshoot basic technical issues

• Excellent communication (Oral & Written) to customers and problem-solving skills

• Experience of VoIP solutions preferably 3CX

• Experience with business cloud solutions including AWS and Azure

• Excellent client relationship skills

• Proven ability to operate autonomously in high pressure situations, to successfully handle multiple conflicting priorities

• Have a balance of technical skills and people skills

• Attention-to-detail: conscientious in developing clear and concise documentation

• Experience managing websites and migrating from one host to another

• An ability to be pro-active and willing to help wherever possible.

• A presentable appearance with a professional demeanour

Ideally you will have experience of:

• Managing Office365/Exchange

• Managing SQL Server

• Windows Server experience (configuring, managing)

• Active Directory

• Managing servers at AWS, Azure and/or other cloud services

• WordPress management and updating

• CPanel/Wordpress

• Hyper-V and/or VMWare

• ConnectWise Manage

• Atera

• Proofpoint

• Sentinel one

• Azure

• Copilot/Claud

The application form will include these questions:

• Have you worked for an MSP?

• How many years' experiences do you have as a Systems Engineer?

• Do you have a current driver’s license?

• Do you have experience using Microsoft 365 products?

• How would you rate your English language skills?