Position Summary:
The Senior Support Engineer holds a crucial role within our Managed Services team, providing second-level technical support and expertise to ensure the smooth operation and security of our clients' IT environments. As a key member of our business, this position involves resolving complex technical issues, supporting junior support staff, and collaborating with cross-functional teams to deliver exceptional IT solutions to our clients.
Key Responsibilities:
1. Technical Support:
* Serve as the primary escalation point for complex technical issues from L1 support technicians.
* Diagnose and resolve advanced hardware, software, and network problems.
* Provide expert troubleshooting and guidance to junior support staff to ensure timely issue resolution.
* Ensure all client support requests are addressed efficiently and effectively.
2. Systems Administration:
* Assist in the management and maintenance of client servers, including OS updates, patches, and backups.
* Administer user accounts, access permissions, and security protocols.
* Monitor system performance, analyse logs, and proactively identify and address potential issues.
* Implement and maintain security measures and data backup strategies for clients.
3. Hardware and Software Management:
* Deploy, configure, and maintain client hardware, including desktops, laptops, printers, and networking equipment.
* Manage software applications and updates across client environments.
* Collaborate with vendors and service providers for equipment maintenance and repairs.
* Participate in hardware and software procurement for client projects.
4. Documentation and Knowledge Sharing:
* Create and maintain comprehensive documentation for troubleshooting procedures, resolutions, and system configurations.
* Contribute to the development and upkeep of the business knowledge base and documentation.
* Provide training and mentorship to junior support staff to enhance their skills.
* Assist in the development and adherence to client-specific IT policies and procedures.
5. Collaboration and Communication:
* Work closely with cross-functional teams, clients, and external vendors to resolve issues and implement IT projects.
* Communicate effectively with clients to provide updates on support requests and gather information necessary for issue resolution.
* Contribute to the planning and execution of client IT projects and upgrades.
* Participate in an on-call rotation to provide after-hours and weekend support, ensuring client satisfaction and system uptime.
Qualifications:
* Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent work experience).
* Minimum of 3 years of experience in an IT support role, with a focus on L2 support within an MSP environment.
* Proficiency in Windows operating systems.
* Strong knowledge of networking concepts and protocols.
* Experience with hardware and software troubleshooting and maintenance.
* Relevant certifications (e.g., CompTIA Network+, Microsoft Certified Azure Administrator) preferred but not required.
* Excellent problem-solving and communication skills.
* Ability to work independently and collaboratively within a managed services framework.
Additional Information:
* This position requires flexibility and responsiveness to address client needs, which may include on-site visits and off-hours support.
* Stay informed about industry trends and emerging technologies to provide clients with best-in-class IT solutions and recommendations.