IT/Systems Engineer

Main Purpose of Job - Reporting to the Hubs/Service Management Lead, your prime responsibility will include being an expert on our customer servers and systems, providing technical support for IT equipment on our clients' customer environments, our internal corporate and global remote sites. - Work as part of the Systems Management team delivering a quality 24/7 service to MSP/MSSP customers on a variety of hardware and software products, including promoting and explaining services/products to customers. - Provide day-to-day hands-on technical support, administration, and management of the customer-managed IT Infrastructure and projects. - Install, configure computer hardware (servers, NAS, SANs, IP phones, mobile devices, workstations, peripherals, etc.), operating systems, software, and applications as well as resolve any technical issues that arise. - Carry out daily, weekly, monthly duties and applicable tasks as requested by the Service Management Lead. - Existing solutions you will be involved as part of a team in developing/maintaining our in-house product ranges incorporating Sophos, VMware, Windows Server, VoIP platforms, email services, file replication, hotspot solutions, software distribution, web filtering, firewalling, virtualization, high availability, and video entertainment services. Key Tasks Your prime responsibilities will be to: Assist with the administration of nominated customer IT equipment and networks, including: Implementation of patches and firmware updates Configuration of the servers/equipment Ensure backups are completed, and complete test restore Ensuring the smooth running and patching of the customer environment. Monitoring usage/performance, ensuring they are working efficiently, including tight controls on hardware/software obsolescence. - Be part of the support team for customer's users fault finding and solving problems, ensuring you own the problem until resolved ensuring users are regularly informed of progress and that all issues are logged within the ticketing system. - Follow departmental change control process and procedures. - Work within the remit of the company's cyber security policies. - Building the IT Hosting Infrastructure as required including Storage, Virtual Environments, Email, Backups (recovery/monitoring). - Build laptops and PCs according to internal & customer specifications as applicable ensuring that they are completed in accordance with customers' IT security policies and accreditation standards, including the creation of standardized build images. - Work with external suppliers where support cannot be done in-house to assist IT with problem resolution. - Be part of the 24/7 on-call rota responding to calls as required. - Continuous evaluation of existing processes/procedures ensuring Desktop Support is carried out in the most efficient and effective manner, working with the Hubs/Service Management Lead to initiate appropriate best practice and corrective action. - Conduct research and make recommendations on products, services, protocols, and standards in support of all desktop procurement and development efforts. Decision Making & Judgement The job holder will make informed decisions: In resolving conflicting work priorities In judging the most appropriate technology to recommend as solutions As to the most efficient resolution of escalated customer issues The job holder will demonstrate: Sound engineering judgement Adaptability and Flexibility in an interesting and demanding work environment An appreciation of commercial issues in all dealings with customers and suppliers. Experience/Skills/Qualifications Mandatory Degree (2:1) or HND/HNC in IT/Engineering related area AND/OR at least 3 years equivalent experience Previous experience in an MSP environment A professional and flexible approach Proactive "can do" attitude Analytical mindset Ability to work effectively as part of a team, and independently on your own projects Ability to diagnose complex faults, document, communicate and follow up corrective actions A sound technical knowledge and experience of Windows Server 2019/22 build/configure/troubleshooting A sound technical knowledge of core Microsoft Windows 10/11 desktop environments, including building, troubleshooting, patching A sound technical knowledge IT Security (anti-virus, firewalls) VMware build/HA/configure/troubleshooting experience Good knowledge of TCP/IP networking concepts including Routing, Switching, Firewalling, including Layer 7 firewalls Desirable A sound technical knowledge of any of the following: Endpoint Central, Veeam, PRTG A sound technical knowledge of Virtual Environments (VMware) Relevant Microsoft qualifications. Project planning and delivery experience Our Client is a Disability Confident Employer

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