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
• ConnectWise Manage
• Atera
• Proofpoint
• Sentinel one
• Azure

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?