The role will be varied and challenging with a focus on projects and client wide delivery of

new products and solutions. The work will be Level 2.5/3 technical support and will include networking, server infrastructure as well as being an escalation point for less experienced technicians. With this role between 50 and 60% of the work will be project work with other work time for helpdesk assistance and training.

The role will be varied and challenging with a focus on projects and client wide delivery of

Responsibilities:

Senior Technical Resource for our Organisation.

Act as the escalation point for more complex issues within the team

Resolve issues for a diverse range of systems, applications and technologies

Manage issues submitted by clients via a ticketing system

Train and mentor Helpdesk Staff (training through ticket escalation)

Manage events and alerts generated from monitoring systems

Create, manage and respond to tickets in our internal service management software

Support infrastructure onsite at client premises

Advanced Microsoft 365 Business Premium configuration

Active participation and/or leading technical project delivery

Assist with deployment and implementation of client-wide processed and management systems.

Assist with implementation of security (Essential 8) for clients

To be successful in this role, you will have:

Skills and Experience Requirements:

You need to be able to demonstrate that you have delivered complete solutions for small organisations of 20-40 users from hardware recommendations, equipment preparation and planning to onsite delivery and migration services

Prior experience ideally within a Managed or Professional Services organisation with proper time management skills

Expectation to accurately record time including detailed ticket notes

Server Deployment and Migration. You should be competent that if you are given a new server with iDRAC Access that you can build everything remotely

Microsoft 365 Experience & Skills including Intune, Conditional Access, Defender for Endpoint as well as data migration to OneDrive, SharePoint and Exchange

Comprehensive knowledge and experience with MS Windows Servers with specifically strong skills in Hyper-V, DHCP, DNS, IIS, AD, Group Policy

Excellent Networking Skills including ability to be able to fully plan a network in its entirely, from end-to-end

Excellent Firewall Skills. Strong preference for experience with Sophos XG/XGS Firewalls and Sophos Central

Strong ability to analyse, design and maintain IT systems and solutions for small to medium size businesses

Essential Qualifications/Experience:

6+ Years IT Support Experience

3+ Years in a senior position (L3/Engineer/Consultant etc)

Cloud and On-Prem Infrastructure Experience

Professional IT Certifications, such as Microsoft MCSE, MCITP, Cisco CCNA, CCNP

(Not expected to have all of these but you need to be able to demonstrate your learning and continuous development)

Firewall/UTM Experience – Preferably with Sophos XG/XGS

Managed Services Experience

Experience and attention to detail with recording of time entries

Project management experience

Excellent documentation skills

Desirable Qualifications/Experience:

Qualifications and Experience with 3CX Phone Systems

Experience with MSP tools like CW Automate, CW Manage, ITGlue, Domotz, CloudRadial

Experience with Ubiquiti Switching/WAPs/PtP, Dell Servers, Yealink VOIP Devices, Datto BCDR, would be beneficial as we run a very specific stack of hardware

Soft Skills:

Excellent Oral English

Attention to detail when writing job notes and creating documentation

Desire to achieve excellence in customer service with a user-focused approach

Strong problem-solving and troubleshooting abilities

Ability to work independently and collaboratively as a team

Ability to speak up when you see a problem