IT Support Engineer (MSP)

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This company is an IT managed service provider (MSP) based in central Manchester with clients nationwide. Founded early in 2016, they serve a range of clients in the SMB market, with a focus on financial services and other sectors that demand excellence in their IT provision.

The role is office based (with an option of 1-2 days/week WFH). Client support is predominantly remote, but will require occasional site visits around the North West and Central London.

Job Role:

- 1st & 2nd line technical support, in person, by phone and email, for end user devices (workstations, tablets, printers, mobile & fixed telephony), applications, networks and servers

- Setup, testing and on-site installation of equipment, following their standard processes and documentation requirements

- Contributing to internal knowledge base and other records

- Meeting strict SLA timeframes for problem response and resolution

- Responding to monitoring alerts and escalating as required

- Working with third party vendors and others to resolve issues

- Supporting the Virtual IT Directors and senior engineers in project deployments

Essential Experience & Skills:

- Experience working on a service desk for a managed service provider

- Excellent written and verbal communication skills

- Microsoft 365 administration experience (inc. Exchange, Teams, SharePoint)

- End user device support including Windows 10, macOS, iOS and printing

- Networking knowledge covering DNS, routing, switching, WAN, VPN, wireless

- Hosted VoIP support

- Microsoft Server 2016 / 2019 support

- Experience with RMM tools and ticketing systems

- Excellent troubleshooting and diagnostics

Essential Personal Attributes:

- Excellent customer service skills - a great communicator with good interpersonal skills in person, on the phone and email

- A self-starter who is at home working individually and as part of a small team

- A user-focused approach, putting end-users at the centre of your work

- High standard of written and spoken English with excellent attention to detail

- A keen learner with interest in new technologies and ability to independently research solutions

- Demonstrable awareness of data protection, security policies and IT best practice

- A process focused approach to ensure consistent outcomes

- Able to prioritise under pressure and work to deadlines

Highly Desirable:

- Relevant Microsoft / CompTIA certifications, especially Microsoft 365 & Azure

- Azure server & networking administration

- Experience with: InTune, Mimecast, KnowBe4, NinjaRMM, Umbrella, Meraki

- PowerShell script authoring

- Valid UK driving license and car insured for business use

Benefits:

- 25 days holiday + bank holidays

- Private healthcare cover with Vitality

- Pension scheme (5% employer contribution)

- Modern office environment

- 2 days / week WFH

- Modern company laptop & Apple iPhone

- Dedicated in-hours training and development time

- Certification and training budget

- Regular office social events