Systems Engineer
Role Overview:
Our team of Systems Engineers, or Level 2 Engineers, are an escalation point for our Junior Engineers 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 work on IT projects for our clients under the lead of our Senior Engineers.
Candidate Details:
Our ideal candidate will be an experienced 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 1st and 2nd Line diagnosis and resolution, maintaining a high level of 1st time fixes
- Act as an escalation point for Junior Engineers
- Understand when work should be escalated to save prolonged time spent on issues
- Log all service tickets received via telephone, email and client portal and handle accordingly throughout the stages of the ticket to resolution
- Attend client sites when deemed required, to resolve issues efficiently
- 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
- Working as part of a team to help meet KPI’s and customer satisfaction
- 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
- Microsoft Azure
- Windows Server
- Windows Desktop
- Networking knowledge, IP, Internet connectivity
Desirable Skills:
- Have worked for an MSP before
- Working knowledge of an RMM
- Automation skills
- PowerShell scripting
- Problem management
- Understanding of ITIL methodologies
- Project management/implementation experience
- Cisco Meraki
Interested?
If you’re interested in joining us as a Systems Engineer, email a copy of your CV below:
