2nd / 3rd Line Support Engineer

Due to continued success we have an exciting opportunity for an experienced candidate to join our Service Delivery team. As a Senior IT Support Analyst you will be responsible for providing both onsite and remote technical support to our amazing client base., + Manage onsite technical matters
+ Management of SLA's
+ Fault diagnosis
+ Provide onsite and remote technical support to an extensive client base.
+ Install and maintain IT and communications systems in line with specifications, to ensure client requirements and deadlines are met, and that systems are fully secure.
+ Provide 3rd Line diagnosis and resolution, maintaining a high level of 1st-time fixes.
+ Respond appropriately to technical issues raised, through resolution or escalation.
+ Prioritisation and management of workload to ensure contractual SLAs are met.
+ Log all service tickets received via telephone, email and service portal and handle accordingly throughout the stages of the ticket.
+ Maintain the appropriate client site documentation for each designated client.
+ Provide efficient customer service to a vast client base.
+ Work in accordance with company values, policies, procedures and standards.

Able to demonstrate initiative and have excellent lateral-thinking and problem-solving skills with a strong will to make a difference.
A passion for IT and providing outstanding customer service is essential.

About You:
You have a flair for tech and like to provide robust service delivery to our clients, thrive in a dynamic environment, prioritising and multi-tasking effectively, as well as problem solving whilst providing excellent communication, customer handling and inter-personal skills.
You are capable of spotting opportunities to refine and improve processes and service and can communicate effectively with clients and third parties both face to face and over the phone, in a friendly and highly confident manner demonstrating excellent internal and external customer communication skills. You are flexible and adaptable - excited by new ideas and/or technology and, keen to pick up and work with new initiatives., + Previous experience providing technical support for a Managed Service Provider
+ Excellent problem solving and customer service skills
+ Experience with key technologies, such as:
- Windows Server 2003 - 2019
- Microsoft Office 365 Administration (Exchange, Azure AD, Share Point, Intune etc.)
- Experience of remote desktop technologies ( RDP - VDI )
- PowerShell and Scripting technologies
- Mobile Device Management, SCCM and Application Packaging
- Security products, policies and procedures
- Solid understanding of Backup and Restore technologies
- Advanced VMWare Experience
- Microsoft Office
- Windows Desktop Windows 10
- Active Directory and Microsoft Exchange
- OSx Operating systems
- Networking technologies including LAN/WAN
- Installing/configuring printers
- DHCP/DNS
+ A full driving licence is essential