Senior IT Engineer
40k to 50k plus benefits
Based Burnley – free parking and easily accessible - home and office - not remote. Candidates must be based in the UK and have full eligibility to work.
Our client is a leading managed service provider of ICT Solutions. Established for over a decade they are hugely successful, expanding further, and cover a broad range of sectors from Education to large Corporates. Due to growth we are now looking for an additional Senior IT Engineer with strong project / escalation / 3rd line experience to join the expanding senior team. They focus on service security and data integrity, and have a strong passion for providing world class Cloud services that they want to continue to build. The company are superb to work for and provide a great environment and culture with superb training and development opportunities to keep your technical skills as advanced as possible.
Main Responsibilities
• Provide final level of escalation for customer incidents
• Providing strong server and desktop support across our customer networks
• Keeping clients updated as to the progress of their request / issue status
• Maintaining agreed SLA's, updating ticket information as you work
• To provide an escalation point for sales/customers/technical, and to manage the solution
• Training and development of junior engineers
• Liaise with third parties and vendors to resolve incidents with root cause analysis
• Perform Incident Management & reporting on complex / large scale issues
• Assist with mentoring colleagues in line with escalation procedures
• Visiting client sites on occasions
• Producing and updating technical documentation, conducting infrastructure audits
• To ensure that support work carried out outside of contractual obligations is captured and charged accurately and in a timely manner
• Work with management to identify efficiencies within the technical department and implement, including reducing incoming cases and streamlining processes
Skills and Experience
· Excellent communication skills (both verbal and written)
· Ability to respond to customers under SLA and work under pressure
· Customer focused
· Possesses significant knowledge of client / server and Internet systems architectures
· Has developed complex technical solutions to IT problems
· Experience of a support desk environment, ideally with in an MSP
· Microsoft Cloud technologies – eg. Azure, O365
· Network software including TCP/IP, DNS and DHCP protocols
· Back up and replication technologies (Veeam is highly advantageous)
· Scripting such as PowerShell, VBA
· VMware & Hyper-V deep troubleshooting
· Good time and workload management skills
"Serata Search are operating as an employment agency – we welcome applications from all nationalities but candidates must have full eligibility to work in the UK"