Senior Systems Engineer
Role Overview:
Our team of Senior Systems Engineers, or Level 3 Engineers, are the highest point of escalation for incoming IT queries on our Service Desk. They are responsible for providing both onsite and remote technical support for our varied client base within agreed SLAs.
They also oversee and work on IT projects for our clients and support the growth of technical knowledge of other engineers.
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.
You should be comfortable working on your own on IT tickets, but equally able to work as part of a lively service desk team of like-minded engineers.
A passion for IT and providing outstanding customer service is essential. We are a growing MSP and 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
- DHCP/DNS
- 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
Interested?
If you’re interested in joining us as a Senior Systems Engineer, email a copy of your CV below:
