Role Summary
The Managed Services Engineer is responsible for providing exceptional levels of technical support and customer service to our clients, on-site or remotely, depending on their needs. You will be a dependable IT professional supporting escalations from 1st line support and will be required to support cloud services, work across multiple client systems performing standard maintenance tasks as well as engaging in project-related work. This support is provided via multiple mediums and requires those in this post to be able to communicate effectively via whatever method is being utilized, including but not limited to our Support systems, telephone, email, web conferencing, and written documentation.
Key Duties
1. Effective diagnosis & troubleshooting of server hardware, desktops, laptops, printers, Microsoft desktop applications, and networking.
2. Installation and configuration of servers (physical and virtual), firewalls, desktops, laptops, and infrastructure hardware.
3. Experience of endpoint management.
4. Active Directory users and computers management.
5. Multi-tasking various user issues effectively and efficiently, while documenting troubleshooting and triage steps so other team members can follow if required.
6. Interaction with project teams to facilitate new systems and upgrades.
7. Support pre-sales and Service Delivery Managers.
8. Work on internal and customer projects.
9. Be part of the on-call rota.
10. Apply information security in accordance with the established team policies, procedures, and work instructions.
11. Adhere to all applicable compliance framework disciplines.
12. Maintain and develop professional skill set.
13. Foster strong working relationships with our customers.
14. Provide customers professional and timely feedback / information.
15. Clear, effective communication to customers and colleagues.
16. Ownership and management of Service Tickets to which they have been assigned.
17. Provide reporting as required to line manager.
18. Effective and professional handover between team members.
19. Complete all work in accordance with the internal compliance procedures.
20. Create and maintain documentation.
21. Support and knowledge share with other members of the team.
22. Perform any other duties as required.
Skills and Experience
1. 3+ years technical experience gained in a support environment, ideally in an MSP (Managed Service Provider) or similar.
2. Industry recognized professional technical qualifications.
3. Proven record of accomplishment in support methodologies, e.g. ITIL.
4. Sound problem analysis skills and an ability to manage and deliver under pressure.
5. In-depth knowledge of the full Microsoft stack including Microsoft 365, Azure, Intune, etc.
6. Knowledge of supporting Remote / Virtual Desktop environments.
7. Microsoft Active Directory, Group Policy management.
8. Windows Server Admin from 2012 to 2025.
9. Management of networking and firewalls - vLANs, web filtering, routing, policies, etc.
10. DNS and DHCP management.
11. Security best practices – MS365, anti-virus, etc.
12. Working knowledge of VMware ESXi & vSphere from 6.0 to current.
13. Experienced practical knowledge of Server, Windows Clients, Linux, etc.
14. Working knowledge and administration of Microsoft Exchange.
15. Experience designing, installing, configuring, and maintaining all types of servers, storage, and network hardware.
16. Experience of IaaS & cloud environments and deployments.
Competencies
1. Enthusiasm, Drive, and Initiative.
2. Good leadership skills.
3. Ability to work alone and within a team.
4. Ability to work to deadlines.
5. Certifications for Microsoft products.
6. Certifications for VMware products.
7. Certifications for firewalls: FortiGate, SonicWall, WatchGuard, Sophos.
8. Must have clean, full local driving license and be willing to travel.
#J-18808-Ljbffr