A provider of cutting-edge managed IT services, seeks a Support Engineer to join its team and help build, maintain and troubleshoot their rapidly expanding client infrastructure. The successful candidate requires at least 5 years’ technical field experience, relevant qualifications and must be skilled in the following: Exchange, Office 365, all Windows Servers, Active Directory, ISA (Forefront), Threat Management Gateway, Security – AV; Mimecast; Network, Virtualization (Hyper-V & VMWare), Networking – Infrastructure and Architecture, etc.
2nd and 3rd Level Support.
Ensure high quality, consistent technical Customer Support and ensure that these Support Services meet (or exceed) their internal and external prescribed Service Level Agreements (SLAs).
Implement and maintain “Best Practice” technology and processes to ensure high customer satisfaction and good technical outcomes.
Develop and continually evolve the Service strategy, based on knowledge of the company objectives and other factors.
Work with the relevant stakeholders and the team to carefully plan, design and deploy continual improvements to service quality.
Manage critical customer’s incidents, drive customer communications, activities and any appropriate escalations.
Build services relationship with customers and conduct service reviews for key customers.
Review performance reports, service improvements, service quality and processes.
Provide information about incidents analysis and KPIs to Senior Management.
Liaise with vendors and other IT personnel for problem resolution.
Connect with customers and build appropriate rapport to understand needs, expectations and requirements in order to achieve customer goals and service level agreements.
Must have a minimum of 5 years technical field experience and relevant qualifications.
Exchange 2007, 2010, 2013 and 2016.
MS Office 365.
All Windows Servers.
All Windows Operating Systems.
ISA (Forefront), Threat Management Gateway.
Security – AV; Mimecast; Network.
Virtualization (Hyper-V & VMWare).
Networking – Infrastructure and Architecture.
Routing / Switch Configuration.
UTM / Firewalls.
LAN / WAN / MPLS.
Outstanding Problem-Solving Skills.
While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.
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