IT Support Technician | Systems Engineer - Level 2
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.
* Hyper‐V and/or VMWare.
* Atera.
* Proofpoint.
* Sentinel one.
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