Our client, Timeless IMS, has evolved over the last fifteen years from being an IT support company, supporting both single homes to large multi-site corporations offering Intelligent Managed Solutions across four key areas of technology; Intelligence, People, Security and Cloud.

They are currently recruiting a Senior Technical Support Engineer.

As the successful candidate:

You will be responsible for managing and growing a technical team delivering first-class telephone, remote and on-site support to our customers across varying sectors. You will also be expected to complete project work in a team and independently to strict deadlines. You will resolve incidents using Autotask Service ticketing software. You will be required to monitor, manage, and contribute to the operation of our advanced RMM software.

You will have several tasks

Primary, you will manage and grow their small technical support team and provide 1st to 3rd line technical support and onsite project work for their clients within set SLAs; this includes (but is not limited to):

Monitor and analyse Service Desk performance metrics, identifying areas for improvement and implementing appropriate measures.

Work alongside the operations manager to grow and develop the Technical Team

Work alongside the sales department with pre and post sales queries.

Manage and train technical staff and outsourced helpdesk.

Respond to Client service requests by providing remote desktop and server support within support agreement targets (SLAs)

Support Microsoft 365 issues and change requests.

Create and maintain requests in our ticketing system raised by the customer via telephone and email.

Manage own daily schedule by working through the service board and monitor, categorise, and setting the priority of incoming tickets

Communication with customers required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Troubleshoot and resolve issues with Microsoft / MacOS operating systems

Proactively review alerts originating from customer infrastructure

Administer and support on-premises/Azure Active Directory

Build and configuration of both physical and virtual machines

Provide networking support for routers, switches, firewalls, wireless access points

Monitor and manage security software and cloud tools (Microsoft 365/Watchguard)

Backup creation and administration

Perform preventative maintenance activities

Maintain our documentation system

Escalation of tickets to the relevant persons or team as necessary

Keep customers regularly updated, both via our ticketing system and telephone

Supporting Project Managers with the preparation and delivery of projects

Complete project tickets and phases as assigned

Make sure new/pending tickets do not exceed our SLA by picking up unassigned tickets

Visit customer premises when necessary

Stay up to date with advances in technology

Place of Work

Office Based Ashford, Surrey

Hours of Work

Monday to Friday (8:30 to 5:30 with 1-hour lunch)

Out-of-hours support (when required)

Skills

All candidates must have the following knowledge to an excellent level of the following skills and at least four years of experience in a similar role.

Desktop and server hardware

Microsoft Windows 10/11

Microsoft Office desktop apps (to the latest version)

macOS (to the latest version)

Microsoft 365, including Exchange, SharePoint, OneDrive, Teams and Azure

Switches and firewalls

Networking knowledge (TCP/IP, DNS, DHCP and VPN)

Use and management of RMM software

Network Security (Watchguard experience Preferable)

Desirable

Experience with building and/or maintaining a Service Desk

Advanced networking (VLANs etc.)

Active Directory / Azure Active Directory

Microsoft Windows Server

Multi-Factor Authentication

Cyber Essentials understanding and compliance

Endpoint Protection

Personal Skills

Clear and fluent English (written and spoken)

Excellent customer service and communication skills

Ability to manage and prioritise tasks

Timekeeping and time management

Work as a team and independently

Self-motivated, resourceful, and keen to learn and share knowledge

Ability to lead by example - developing and maintaining a respectful and inclusive working environment

Ability to plan, organise and adapt to changing job tasks within own role

Strong analytical, logical, and troubleshooting skills

Strong efficiency skills, with the ability to multi-task in a fast pasted environment

Flexible approach to working hours

Qualifications

At least four years of experience in a similar role (essential)

CompTIA A+/Network+/Security+ (desirable)

ITIL Foundation (desirable)

Salary: Neg depending on experience