• Strong communication skills and confidence dealing directly with clients and third-party vendors providing: clear, professional communication throughout the support process; challenge where appropriate.
• At least 2 years experience as a level 3 support engineer – ideally within a Managed Service Provider or similar multi-client environment – resolving technical issues escalated from Level 1 and 2 engineers.
• Experience monitoring and solving live issues, including possible out of hours work on a support rota, to ensure system reliability and availability.
• Experience supporting project delivery into BAU, including migrations, new infrastructure deployments, and cloud transitions
• Advanced skills with Microsoft technologies including Microsoft 365, Azure AD, Entra, InTune, Windows Server, Active Directory, and PowerShell.
• Experienced in network implementation and configuration including Fortinet and Cisco Firewalls, Switching and Wireless Access Points. Should understand expert level concepts including routing, firewall rules, secure configuration and VLAN management. 
• Experience using a ticket management system (such as ConnectWise)

 
Essential criteria: 

• Microsoft Certifications: AZ-104, MS-100, MS-101, or legacy MCSA/MCSE
• Microsoft 365 Administrator Expert
• CompTIA Network+ or Security+
• Cisco CCNA
• Experience of using a helpdesk/ticketing system (such as ConnectWise)
• Product related certifications (VMWare, Citrix, Hyper-V, SCCM, Azure, etc)
• Experience of owning and managing services at a third line level, improvement plans, and developing services beyond just fixing issues
• Solid understanding of core networking concepts including VLANs, DNS, DHCP, VPNs, and firewall management
• Knowledge of ITIL practices (or similar frameworks) and service management

Non-Technical:

• Strong problem-solving skills and a proactive mindset with the ability to translate technical concepts for non-technical audiences
• A commitment to continuous learning, and adaptability to stay updated with relevant technologies and methodologies.
• Track record of developing/mentoring others to form a high-performing team

Hours:

• UK working hours (GMT/BST)
• Full-time, 37.5 hours per week, worked between 08.0018.00 Monday to Friday
• Rota-based out-of-hours emergency support. (additional remuneration applicable)

 What can Uptime offer you?

• Access to company-funded training and development opportunities.
• Cross-border collaboration with leading MSPs and our colleagues across the globe.
• Learning and exposure to the latest technologies.
• A workplace thats committed to diversity, equity, inclusion, and belonging culture.
• Remote working full work- kit is supplied by us.