Role Overview: The Platform Support Engineer plays a crucial role in maintaining and supporting the enterprise platform infrastructure that underpins critical business operations. This role focuses on monitoring, troubleshooting, and providing tiered support for platform technologies such as Active Directory, SCCM, SolarWinds, Virtual Desktop Infrastructure (VDI), and Unified Access Devices (UADs). The Platform Support Engineer ensures system reliability, user satisfaction, and efficient issue resolution while identifying opportunities to improve platform operations. Key Accountabilities and Responsibilities: Adhere to Prolinx engineering principles and standards. You will adhere to the Prolinx Security Policies in all practices to ensure our continued compliance with the Secure by Design Principles. Monitor platform infrastructure for performance and availability, responding promptly to alerts and incidents. Provide Level 2 and Level 3 support for enterprise systems, including Active Directory, SCCM, SolarWinds, and VDI environments. Troubleshoot and resolve platform-related issues, escalating to engineering teams when necessary. Assist in patch management, system updates, and maintenance to ensure compliance and security. Develop and update support documentation, including troubleshooting guides, FAQs, and knowledge base articles. Collaborate with engineering teams to support unified access devices (UADs), endpoint management, and virtualised environments. Provide hands-on support for automation scripts, workflows, and infrastructure monitoring tools. Contribute to root cause analysis efforts for recurring platform incidents. Support capacity planning and performance optimisation by analysing system usage and trends. Offer feedback on tools and processes, identifying improvements to enhance operational efficiency. Participate in on-call rotations to address after-hours incidents and minimise downtime. Skills, Knowledge and Experience: 3 years of experience in platform support, infrastructure support, or a similar role. Proficiency in managing and troubleshooting Active Directory, SCCM, SolarWinds, and other enterprise technologies. Hands-on experience with scripting languages like PowerShell or Python to support automation tasks. Basic understanding of networking concepts (e.g., DNS, DHCP, VLANs, and firewalls) and storage systems. Familiarity with virtualization platforms such as VMware, Citrix, or Hyper-V. Experience with IT monitoring tools and incident management processes. Exposure to cloud-based platforms (AWS, Azure, or GCP) is a plus. Certifications like MCSE, ITIL, or similar are highly desirable. Key Attributes: Strong problem-solving skills with a customer-focused approach. Effective communication and collaboration skills, particularly in supporting non-technical stakeholders. Detail-oriented with the ability to document and track incidents and resolutions thoroughly. A proactive and adaptable mindset to handle dynamic platform environments. Commitment to ongoing professional development in platform technologies and support methodologies. Compliance with Company Policies, Procedures and Rules A condition of Employment as an Employee shall be, at all times, to comply with all Policies, Procedures and Rules of the Company, which include, but are not limited to: the Prolinx Integrated Management System (IMS) Manual, Prolinx Information Security Management System (ISMS) Manual and includes all Policies, Procedures and Rules specified in the Company’s Employee Handbook. Equal Opportunities Prolinx does not discriminate on the basis of race, religion, colour, sex, age, disability or sexual orientation. All recruitment decisions are based solely on qualifications, skills, knowledge and experience and relevant business requirements. The Job Holder will understand the regulatory, fair trading and competition rules relating to their work sufficiently to be able to comply with them, relying on their knowledge or on their ability to recognise that they will need specialist support. The Job Holder will actively support at all times company policy and best practice in the area of security, with particular emphasis on the protection of sensitive customer information. This includes the Security requirements of our customers.