We are seeking an experienced, capable and dedicated 2 nd & 3 rd line support engineer to join our team in Bath on a full-time basis. This is an exciting role for the right candidate to make a positive impact and grow with us while working on our service desk. This means that you would be spending some of the working day helping users remotely, over the phone and from time to time in person at our clients offices. This position also compromises an element of project delivery, as such you could be working on a wide range of technical projects, such as AI rollout, Cloud implementation and improvement projects. We are seeking a candidate with at least 5 years professional experience (ideally in a MSP) ?someone who likes a challenge, is a first-rate problem solver and ideally is looking to grow professionally. We think its an interesting and rewarding role and one that youll be able to make your own; were a growing company and theres a lot of room for growth and exposure to the technologies that youre interested in as a result About us Were Penelope. We provide IT support and services to charities and social enterprises across the UK. Although were a MSP, were different we have strong social and ethical principles and as a result our clients like working with us our focus is on the quality of the service and good solutions we deliver rather than maximising profit. We are a Living Wage employer and a certified B-Corp company with a friendly and growing team. We believe in hard work and good, long lasting solutions our genuine aim is to provide our clients with the very best levels of service. We have offices in Bath & London. About the role This is a fast paced and varied role depending on your capabilities and skills.? Troubleshoot and resolve technical problems associated with Software, Hardware and cloud platforms via our ticketing system, email, phone and occasionally in person at our clients offices Ensure that all cases are handled and escalated as per the established processes Provide proactive support and guidance to the 1 st line team to help upskill and improve knowledge Ensure that all knowledge base documentation is kept up to date Access Management User account administration. You will be responsible for managing new users and leavers in active directory and other applications as required. You will be required to assist with the delivery of IT projects as and when required. This could also involve taking ownership and delivering projects as and when required. (The above list is not exhaustive, and the post-holder may be asked to undertake such additional tasks as reasonably requested by your peers) Essential requirements At least 5 years service IT support and help desk management experience Experience managing and delivering cloud projects Excellent interpersonal & customer service skills Excellent attention to detail Excellent communicator, both written and verbal Excellent problem-solving skills with a proactive, can-do attitude Excellent organisational & time management skills - multitasking is a must Experience managing and supporting AD and Azure AD Experience Microsoft Windows Server OS management, and support. Experience acting as a point of escalation for 1 st line colleagues Experience managing Azure & Office 365 Experience with Microsoft Intune, Mosyle and other MDM solutions Experience managing Microsoft Modern Workplace services such as SharePoint, Teams, Flow Excellent working knowledge of Microsoft Operating systems 7 11 Excellent understanding and experience within modern IT platforms, Enterprise IT systems and networking (our clients use Office 365, Azure, Hyper-V, Windows Server 2016/19, SQL, Exchange etc) Good scripting abilities especially PowerShell The right to work in the UK Highly desirable Experience of system migrations, system recovery and security Experience managing virtualized environments such as Azure Virtual Desktop, Hyper-V, VMWare Experience of major networking components, to include networking operating systems, basic configuration and maintenance, Switches, Router, Load Balancers and Firewalls, Wi-Fi, TCP/IP, DNS, VLAN etc Qualifications A Bachelors Degree or equivalent advanced studies / training Microsoft certified or other industry relevant qualifications Experience working in an MSP environment What were offering O ur ability to support our clients is down to the skill and hard work of our teams. We don't just want to attract the best and brightest people to come and work with us, we want you to stay and grow with us. We offer a wide range of benefits that are designed to enhance your career and wellbeing: A negotiable salary dependent on experience with the potential for bonuses based on performance A supportive, stimulating, and nurturing environment - a place where you can thrive 24 days holiday plus bank holidays Generous pension scheme Cinema/Cultural/Gym membership A fun office environment with some clever colleagues Opportunity to grow with us - access to training and further qualifications