Job Description
Senior IT Support Engineer – Fixed Term Contractor
Do you want the opportunity to join an exciting team of people who are obsessed with providing exceptional customer contact?
We are seeking a high-performing, self-motivated and experienced individual who is driven by providing exceptional IT support to clients. Our London office currently has an opportunity for a professional and experienced individual to fill a contracting role as a Senior IT Support Engineer.
What does the role involve?
- Work as part of a support team providing IT support to end clients, IPI’s Hosted Cloud and on premise IT systems.
- You will be supporting Servers, WAN/LAN, Microsoft Solutions, Fortinet products, end point devices and much more.
- Be responsible for incident troubleshooting, fault finding, fixing, and advising clients on supported systems (servers, end devices), including our Desktop Live environments and monitoring alerts.
- Managing assigned tickets using our Ticket Management System, and delivering against SLA’s.
- Carrying out proactive and routine maintenance activities on servers, desktops and network devices using our RMM or other available tools.
- Providing onboarding of new customer devices.
- Carry out routine health checks, backup checks and tasks.
- Provide Root Cause investigations and reports for incidents.
- Updating documentation and systems of records where changes have been made.
- Onsite attendance to customer sites may be pre-scheduled to carry out “On-site Support Days” when required.
- Be willing to work out of normal hours to carrying our specific maintenance tasks that may not be able to be done during normal hours (Overtime will be paid in such cases).
You will have the following skills and attributes:
- Excellent interpersonal and communication skills, being able to deal with different levels of customer experience using their IT systems.
- Have extensive experience in trouble shooting and solving IT related incidents and service requests, providing technical advice and configuration changes to a variety of IT systems, including Virtual Environments, Servers and End Point PC’s, laptops and devices, Firewalls, WAN and LAN hardware and software devices.
- Ability to analyse technical issues, identify root causes, and provide innovative solutions to resolve them efficiently and effectively.
- Ability to handle high-pressure situations and critical incidents calmly and efficiently.
- Good knowledge of ITIL working practices.
- Have a passion for and meticulous attention to detail in, all aspects of work to ensure high reliability, quality and consistency of performance.
- Comprehensive knowledge of Windows Server and the administration of DNS,DHCP and Active Directory Configuration etc.. Including experience in supporting varying server hardware and software including Virtualized Infrastructure, VMware & Hyper-V.
- Experience supporting Office 365 environments.
- Scripting skills using PowerShell.
- Proficiency in managing and troubleshooting complex issues in both Windows and Linux environments.
- Experience supporting varying server hardware and software including Virtualized Infrastructure, VMware & Hyper-V.
- Knowledge of working within an MS Azure environment.
- Comprehensive knowledge of networking principles at Layer 2 & 3, with the ability to troubleshoot general connectivity problems in both LAN and WAN environments.
- Detailed knowledge of Windows Operating systems.
- Experience with troubleshooting issues across the Microsoft Stack (Teams, SharePoint, EAC, Intune).
- Ability to calibrate/review servers and network/endpoint devices to ensure optimal performance and capacity planning.
- Detailed knowledge of backup solutions (e.g. VEEAM).
- Detailed knowledge of remote access VPN’s (Cisco and FortiClient).
- Wireless troubleshooting - Wireless Controller / remote Access Points / Cloud-based (Fortinet, Meraki, Zyxel, etc.).
- Be a technical escalation point within the team, providing advice and help where needed to resolve technical issues.
- Experience with anti-spam technologies such as Mimecast.
- Experience with storage technologies, NAS, SAN, etc.
- Knowledge of helpdesk ticketing systems (such as AutoTask) and document management systems (such as ITGlue)
- Knowledge of encryption and antivirus products.
- Specific product experience including Fortinet, Dell, HP, MS OFFICE 365,TEAMS, Windows Servers and Desktops is essential.
What is it like to work for IPI?
IP Integration is dedicated to creating intelligent contact centre and IT solutions and supporting services which are unrivalled in the industry. Our breadth of knowledge and experience spans products and services from the world’s leading information and communication technology vendors; enabling us to deliver award winning, value-add solutions.
We are an agile, highly accredited organisation with over 20 years heritage in delivering contact centre solutions to businesses across the UK. We invest heavily in customer experience, our people and our culture – putting people at the heart of everything we do.
IPI is a Disability Confidence Employer. The Disability Confidence scheme is a government scheme designed to encourage the recruitment and retention of disabled people and those with health conditions. We have made a commitment to have inclusive and accessible recruitment, to offer an interview to disabled people when they meet the role requirements and provide reasonable adjustments where required. If you have any physical or mental impairment that could be classed as a disability under the Equality Act 2010 and would like to be guaranteed for an interview under the Disability Confidence Scheme, please indicate on your application/CV.