It Support Engineer (Tier 2)

Overview

Key Responsibilities

• Manage tickets (incidents and service requests) assigned and ensuring high quality service with prompt response and engagement with the customer.
• Resolve incidents following the incident management process within agreed SLA timeframes.
• Fulfil service requests following the service request management process within the agreed SLA timeframes.
• Provide technical support covering a broad range of ICT services and technologies including user endpoint device support, on premises & Cloud infrastructure, Microsoft 365 Email, Data backup solutions, security solutions (e.g., MS Defender, Sophos) and networks.
• Assist in resolving incidents with engagement with internal IT teams and 3rd party providers.
• Promote, develop, and maintain a positive experience to the customers.
• Ad-hoc Remote and Internal Project work.
• Additional projects as required such as preparing system and user documentation and testing.
• Participate as a key technical resource in the resolution of major incidents.
• Comply, maintain, and promote information security in Viatel.
• Build strong and valued customer relationships with assigned customers.
• Understand customer priorities and ensuring services delivered are aligned accordingly.
• Ensure services deliver high levels of customer satisfaction and quality.
• Identify service improvement opportunities and proactively recommend enhancements.
• Develop and instil a positive, collaborative and customer-focused culture.
• Coach and support other Service Desk Engineers.
• Assist in evaluating new technologies, services and processes.
• Maintain and extend technical certification

Technical Requirements & Experience

• Minimum of 2-3 years’ experience in a similar role.
• Relevant experience and/or certification in:
  • Desktop Services
    • Windows OS, Microsoft 365 Desktop Services
    • Anti-Virus Services (MS Defender, Sophos)
  • Cloud Services
    • Microsoft Azure
    • Microsoft 365 – Intune, Entra ID, Defender, SharePoint, Teams
  • Virtualisation
    • Azure Virtual Desktop, VMware, vSphere
  • Compute, Storage & Networking Infrastructure
    • HPE / Dell
    • Firewalls, Access Points, Switches (FortiGate, SonicWALL, Sophos)
    • Windows Server
  • Data Protection
    • Azure Backup/DPM, Azure Site Recovery
    • Commvault, Veeam
• ITIL Certified – or relevant experience.
• Microsoft certifications in M365, Azure, Security Administration and Modern Workplace.
• Knowledge of cybersecurity frameworks and compliance standards.

General Requirements:

• Ideally previous experience in a service desk in an ICT Managed Services (MSP) environment.
• Focused on delivering exceptional technical support service.
• Demonstrable experience in delivering technical support services meeting SLA/KPI objectives.
• Ability to manage multiple customers and priorities simultaneously.
• Experienced in managing and improving technical services.
• Good knowledge of Microsoft Cloud, technical support services and tools, cybersecurity tools & security best practices.
• Strong communication and client-facing skills with a customer-first mindset.
• Excellent troubleshooting and analytical skills.
• Highly organised with strong attention to detail.
• Proactive and improvement oriented.
• Professional, approachable and supportive mentor.
• Strong communication, interpersonal skills and ability to lead by example.
• High level of flexibility, enthusiastic, willingness to learn and develop.
• Willingness to travel, if required.

What we offer:

• 23 days annual leave
• Health Insurance Contribution
• Pension (company matched up to 5%)
• Cycle to Work
• Discounted Broadband
• Income Protection
• Maternity/Paternity Benefit
• Flexi Days during summer months