IT Support

Senior Systems Engineer

Ian in the Breakwater office with other members of the service desk in the background.
Ian in the Breakwater office with other members of the service desk in the background.

Dept: Managed Services
Reports To: Service Delivery Manager
Hours: Full Time (37.5 Hours P/W)
Holiday: 25 days per annum (raising to 28 following 5 years)

Role Overview:

We are a fast-paced IT company based on Meridian Business Park on the outskirts of Norwich. Due to continued growth we are looking to recruit a Senior Systems Engineer to become a part of our busy Service Desk team. As a Senior Systems Engineer you will be responsible for providing both onsite and remote technical support for our growing client base. You will be responsible for managing complex technical matters with client IT systems, ensuring SLAs are met. Acting as an escalation point for the Systems Engineers. The role will involve fault diagnosis and resolution, providing onsite, remote and telephone support for client infrastructure and end-users.

Candidate Details:

Our ideal candidate will be an experienced Technical Support Engineer with recent experience of the Microsoft cloud. You will be a motivated, natural problem solver with the ability to work in a fast-paced environment. A passion for IT and providing outstanding customer service is essential.

As an engineer you will be expected to fit into our third line of support. This involves taking tickets from level one/two and managing them to completion. You will also be supporting the growth of technical knowledge of other engineers.

You should be comfortable working on your own on IT issues but equally be able to work as part of a lively service desk of like-minded engineers. Breakwater IT is a growing MSP who pride ourselves on the service that we provide; client service is just as important as IT ability.

Key Responsibilities:
  • To install and maintain IT systems in line with specifications, to ensure client requirements and deadlines are met, and that systems are fully secure
  • Provide 3rd Line diagnosis and resolution, maintaining a high level of technical knowledge and ensuring the team can learn from you
  • Log all service tickets received via telephone, email and client portal and handle accordingly throughout the stages of the ticket to resolution
  • To maintain appropriate documentation in our documentation system
  • Work in accordance with company values, policies, procedures and standards
  • Create knowledge articles to assist with future incident resolution
  • To implement projects in line with our standards
  • Working as part of a team to help meet KPI’s and customer satisfaction
  • Act as a mentor for other members of the team
  • Understand and communicate Breakwater standards across all areas, focusing on client service and efficient response
Essential Skills:
  • Excellent problem solving and customer service skills
  • Microsoft 365
  • IT Security and securing identity in the cloud
  • Working knowledge of an RMM tool
  • Windows Server 2012 onwards
  • Windows Desktop
  • Networking technologies including LAN/WAN
  • Virtual environments (Hyper-V/VMWare)
  • PowerShell scripting
  • Microsoft Azure
Desirable Skills:
  • Have worked for an MSP before
  • Cisco Meraki
  • Automation skills
  • Problem management
  • Understanding of ITIL methodologies
  • Project management/implementation experience
  • IT Security and securing identity in the cloud
  • Leadership
What you get:
  • One week’s classroom led training per year
  • Bonuses related to IT certifications passed
  • Funded training (including LinkedIn Learning subscription)
  • Vitality health insurance
  • 5% company pension contribution
  • An extra day off for your Birthday
  • Long service reward of travel vouchers
  • Internal rewards scheme
  • Funded team trips and events
  • Access to electric car charging ports at the office car park
  • Every staff member has a sit/stand desk
  • Beer (and soft drinks) fridge, fruit and snacks
  • Flexible working
  • Plus more!

To apply, email a copy of your CV below:

Apply Here