Job Description

Duties & Responsibilities

- Provide Level 3 remote support to international customers in a fast-paced environment.
- Taking technical ownership of high priority customer issues.
- In-depth troubleshooting of issues on Servers, PCs, Laptops and peripherals including network connectivity, email, printing etc.
- In-depth support for all Microsoft Cloud services e.g. O365, SharePoint etc.
- React to service outages promptly with adherence to standard operating procedures.
- Test fixes to ensure problem has been adequately resolved.
- Assist with designing data and network architecture as well as implementation.
- Implement and maintain backup strategies for customers.
- Perform security audits for customers.
- Taking escalations from Level 1 and Level 2 engineers and act as the final point of escalation.
- Offering mentorship and oversight to L1 and L2 engineers.
- Liaising and working with third party vendor support to resolve customer problems.
- Ensure technical documentation is up to date for the Helpdesk to follow.
- Continuous training and development particularly on Microsoft technologies.

Desired Experience & Qualification

- 5-10 years' experience in a similar role, preferably within a multi-customer environment
- Broad and deep technical knowledge of multiple technologies.
- Microsoft or other industry certifications (e.g. MCSE,O365,Azure,Ubiquiti)
- Solid Microsoft server knowledge and experience (AD, DNS, DHCP, GPO, File and Print)
- Solid knowledge of Microsoft Cloud technologies including Office 365 and Azure
- In-depth knowledge and experience of LAN and WAN technologies ie. switches, wireless and firewalls.
- Solid experience with data backups, disaster recovery and business continuity.
- Experience collaborating with third party vendor support, e.g. Sage Support, to resolve customer issues.
- Must have VoIP experience
- Strong problem-solving abilities to quickly identify, analyse, and effectively solve complex technical problems.
- Excellent communications skills, both verbal and written
- Fluency in English is a MUST

Job Type: Full-time

Work Location: In person