Position: Support Technician
Department: Enterprise
Section: Service Management Team
Reports to: Head of Technology & Networks
About the Role: As a Support Technician, you will provide technical support for customer systems, as well as the internal corporate and global remote sites.
You will work within the Service Management team to deliver 24/7 service to MSP/MSSP customers, handling various hardware and software products.
Provide day-to-day hands-on technical support, administration and management of the customer-managed IT Infrastructure and projects, monitor and support computer hardware (servers, NAS, SANs, IP phones, mobile devices, workstations, peripherals etc.), operating systems, software applications as well as resolve any technical issues that arise.
Carry out daily, weekly, and monthly duties and applicable tasks as requested by the Hubs/Service Management Lead.
Existing solutions you will be involved as part of a team in monitoring/supporting including the in-house product ranges incorporating Sophos, VMware, Windows Server, VoIP platforms, email services, file replication, hotspot solutions, software distribution, web filtering, firewalling, virtualisation, high availability and video entertainment services.
Client Overview: Our client specializes in providing secure satellite and radio communication services. Their commitment to high-quality, customized solutions ensures global connectivity for various industries. With operations spanning Europe, Singapore, and the USA, they maintain a robust workforce of approximately 250 professionals.
Industry Sector: SatCom, Telecommunications, IT Services
Location: Redhill, Surrey
Key Responsibilities:
- Assist with the administration of nominated customer IT equipment and networks, including:
- Monitoring systems/services.
- Generating and reviewing reports for systems/services.
- Ensuring support tickets are responded to in a timely and appropriate manner.
- Ensuring software/firmware is maintained and up to date.
- Monitoring and maintaining redundancy.
- Maintaining an up-to-date patch register.
- Escalating issues to internal teams for resolution within agreed SLAs.
- Reporting issues, updates, and resolutions to customers.
- Supporting the Systems Management team as required.
- Ensure the smooth running and patching of the desktop environment:
- Monitoring usage and performance.
- Ensuring efficient operation, including tight controls on hardware/software obsolescence.
- Be part of the support team for customer users:
- Fault finding and solving problems.
- Ensuring problems are owned until resolved and that users are regularly informed of progress.
- Logging all issues within the ticketing system.
- Follow departmental change control processes and procedures.
- Work within the remit of the client's cybersecurity policies.
Support the Systems Management Team in providing:
- Support for the IT Hosting Infrastructure, including Storage, Virtual Environments, Email, and Backups (recovery/monitoring).
- Support for the IT Security Infrastructure, including Antivirus, Update/Patch Management, and Web Filtering.
Asset Management Responsibilities:
- Maintain user asset inventory (including software licenses) and update changes when kit is moved or deployed within the company.
- Perform regular auditing of the asset register.
- Maintain software compliance for all desktop operating systems, desktop applications, and client licenses.
Continuous Evaluation:
- Evaluate existing processes/procedures to ensure Desktop Support is carried out in the most efficient and effective manner.
- Work with the Hubs/Service Management Lead to initiate appropriate best practices and corrective action.
- Be part of the 24/7 on-call rota, responding to calls as required.
What We’re Looking For:
- HND/ Degree or equivalent in Computing or related discipline OR at least 2 years applicable experience working in a demanding environment within a busy 100+ user network including remote sites/users
- A broad range of technical skills is required in terms of diverse IT hardware and business applications.
- A sound technical knowledge of core Microsoft Windows 10/11 desktop environments, including troubleshooting, patching
- A sound technical knowledge of Windows Server 2019/2022 administration skills
- A good understanding of IT Security (anti-virus, hard drive encryption, authentication)
- Previous experience covering 1st/2nd line support roles and working in an MSP environment
What Would Add Value:
- A sound technical knowledge of any of the following: Endpoint Central, Veeam, PRTG
- A sound technical knowledge of Virtual Environments (VMware)
- Experience of administering and supporting the Mitel phone system.
- Relevant Microsoft qualifications.
What We Offer:
- A collaborative and innovative work environment with opportunities for professional growth.
- Exposure to cutting-edge technologies within a global network infrastructure.
- Flexible work arrangements and a supportive team culture.
- Competitive compensation and benefits.
Application Process: If you’re passionate about IT systems and want to make an impact in a global organization, we encourage you to apply. Please submit your resume and a cover letter detailing your qualifications and experience.
Equal Opportunity Statement: Our client is committed to fostering a diverse and inclusive work environment. All qualified applicants will be considered for employment without regard to race, gender, religion, sexual orientation, nationality, disability, or veteran status.
Contact Person: Elvis Eckardt
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