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?