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.