Support Engineer - Key Accounts Tech

Operating predominantly as a desk-based technician, you will provide world-class service and support to clients and colleagues. This includes troubleshooting and diagnosing IT issues within SLAs, delivering remote support to clients, and assisting with the monitoring and maintenance of their computer systems and networks.

Responsibilities

Provide world-class service and support to clients and colleagues as a desk-based technician; Troubleshoot and diagnose IT issues within SLAs; Deliver remote support to clients; Assist with the monitoring and maintenance of client computer systems and networks; Ensure customer calls are promptly attended to, providing efficient and effective support; Maintain a high standard of information recording within cases; Proactively manage your queue and response levels to meet and exceed customer expectations and SLAs; Troubleshoot and diagnose IT issues efficiently, resolving them in a timely manner to minimise client downtime; Complete and update technical documentation; Mentor and train colleagues

Requirements

Excellent understanding of Microsoft 365 services, including administration and troubleshooting; Excellent understanding of Microsoft desktop and server operating systems, including troubleshooting; Experience with Microsoft Azure; Antivirus management (deployment, configuration, and troubleshooting); Experience working with business networks and troubleshooting issues; Experience troubleshooting hardware, including laptops, desktops, servers, peripherals, and other IT equipment; Email protection solutions; Previous experience working on a service desk as a 2nd Line Engineer; Proficiency across multiple technologies and the ability to manage difficult and sensitive technical issues; Friendly and confident, with the ability to liaise comfortably with end users at all levels; Strong written and verbal communication skills; Excellent technical and troubleshooting skills; High attention to detail when documenting and resolving issues; A proactive, determined, and persistent approach to problem-solving; Ability to work both independently and as part of a team; Eagerness to learn, including researching faults and referring to documentation when required

Nice to have

Virtualisation technologies (Hyper-V, VMware); Backup and Disaster Recovery experience; Scripting and automation; Experience in a managed services (MSP) environment

Benefits

Company Pension; 22 days holiday balance plus UK Bank Holidays, with increased annual leave based on length of service; Life Assurance (4x Annual Salary); Optional Health Insurance (Bupa); Optional Health Cash Plan (Health Shield); £1,000 payment after 10 years service; Bike to Work Scheme; Season Ticket Commuter Loan; Charities Trust (donations to charities pre tax); Annual Company Celebrations