Summary and purpose of the Job: · Provide investigation of customer incidents escalated to the team, quickly triage, and bring the case to resolution. · Become an extension of the customer’s IT team, ensuring the best customer experience, and deliver high levels of expertise. · Have the capability to make technical decisions and implement service restoration workarounds whilst root cause is established. · Understand the need to and know when to escalate to Senior Engineers to ensure that customer SLA’s are met. · Take direction from Senior Engineers as part of a virtual Incident Management team. · Work in conjunction with the Operations Engineers and 3rd Party Resolvers to provide incident resolution, problem management and root cause analysis. · Have the capability to perform trend analysis leading to the identification of reoccurring faults and resolve repeat faults under problem management. · To proactively identify serious issues and identify a course of action to minimise or eradicate the possibility of impacting our customer’s systems availability. · Service restoration must be at the forefront of incident resolution to meet contractual SLA’s & OLA’s. If you want to further your career with a vibrant and fast-paced organisation, this is the role for you. Responsibilities: The extent of your duties will include but are not limited to: · Taking ownership of complex issues to resolution providing technical support via telephone, email, and remote access. · Overseeing remote monitoring escalation tickets · Research and identify solutions to complex software and hardware issues. · Create and improve documented processes which can be shared across teams driving an improvement in resolution times and first-time fixes. · Prioritise and manage several open tickets at one time, monitoring responses and any upcoming SLA events. · Follow up with clients to ensure their IT systems are fully functional after troubleshooting. · Ensuring customer processes and documentation are kept up to date. · Mentor and provide guidance to other team members · Stay current with emerging technologies and industry best practices to continually improve the IT environments. Experience / skills required · A minimum of 3 years’ experience in an IT Service environment · High level of technical experience gained in a hands-on-role · Excellent verbal & written English · Robust influencing and interpersonal skills with the ability to communicate at all levels · Ability to prioritise and handle multiple assignments at any given time · Be flexible and able to commit the time required to get the job done in line with business needs · Highly organised with excellent time management skills and attention to detail · Desire to learn new products and technologies · Can-do attitude · In depth experience in configuration, troubleshooting and fault finding on – Microsoft Desktop Operating systems · Microsoft 365 / SharePoint / Intune Administration experience · Server Administrative Tools (Active Directory, Group Policy) · Firewalls & Switches · Network Devices · Networking & VPN Systems · Virtualisation Technologies (VMWare / HyperV) · The ability to work to ITIL standards and maintain documentation Beneficial experience / skills – Microsoft Azure (Entra ID, Azure Virtual Desktop) – Veeam Backup – Remote Desktop Technologies – MAC Operating Systems The following certifications would be beneficial: · A diploma or degree in Information Technology, Computer Science, or a related field. · CompTIA A · Microsoft 365 Certified: Fundamentals (MS-900) · Microsoft Certified: Azure Fundamentals (AZ-900) Conditions and Benefits · Dynamic and supporting work environment with opportunities for career growth. · 48hours per 8-day period. 7am – 7pm and 7pm to 7am. 4 days on with 4 days off · Competitive salary and benefits package · Medical package · Opportunities for professional development and certifications. · Friendly and inclusive work culture

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