Support Desk Senior Engineer

About the role. We are seeking a highly skilled and motivated individual to join our industry-leading Managed Service Provider (MSP) team. This role involves close collaboration with fellow team members to deliver exceptional support to our diverse clientele throughout the consultation and sales phases of IT systems and solutions. The position is dynamic and engaging, requiring a broad spectrum of organizational skills to ensure the Support Team consistently achieves excellence across all areas. Key Responsibilities: Collaborate with various internal departments, particularly the Projects and Sales teams, to streamline operations and enhance customer satisfaction. Provide comprehensive support across multiple disciplines, including VoIP systems, Microsoft server support, end-user device support (predominantly Windows 10 and 11), Office 365 Email and SharePoint support, Entra, Wi-Fi connectivity, and router, firewall, and internet connection troubleshooting. Typical Daily Activities: Diagnose and resolve networking issues. Research and identify optimal solutions for customer challenges. Investigate and rectify failed backup solutions. Analyse and resolve ongoing server performance issues, offering recommendations to enhance system speed and efficiency. Close collaboration with the Support Manager to deliver exceptional support to our diverse clientele. This role is ideal for a proactive individual with a passion for IT support and a commitment to delivering high-quality solutions in a fast-paced, customer-centric environment. Person Specification: Proven ability to manage and prioritize multiple tasks effectively in a high-paced environment. Strong organizational, time management, and punctuality skills. Exceptional analytical and problem-solving capabilities. Proficient in providing support for workgroup and domain-configured machines. In-depth experience with Microsoft Office 365 and Exchange Online support. Extensive experience in administering and supporting Microsoft server networks. Proficient in managing and maintaining Active Directory environments. Skilled in creating and managing Group Policy Objects (GPOs). Capable of working efficiently under strict and often tight deadlines. Demonstrated ability to meet deadlines while working within operational constraints. High level of dedication and self-motivation, with the ability to work effectively as part of a team. Excellent customer service skills with a professional telephone demeanour. Superior written communication skills, particularly in email correspondence. 5+ Years in the IT Industry, preferably with MSP experience. Full driving license required. Main Duties: Interface with other teams within the company via telephone, email, in person, and Microsoft Teams Channels. Communicate effectively within the support team, ensuring detailed and decisive notes are taken to resolve or escalate tickets to higher tiers of support. Provide 1st and 2nd Line Support to ESP Customers. Demonstrate a solid understanding of basic networking concepts and technologies. Diagnose and resolve issues with Windows, Windows Servers, and the Office 365 Platform. Assist clients with a variety of supported systems issues. Create, assign, and resolve tickets via the ESP ticketing system. Ensure smooth and detailed handover of tickets to more experienced engineers when necessary. Monitor systems as designated by the Support Manager. Possess strong experience supporting Active Directory, Microsoft 365, and Office 365 cloud services. Experience supporting Microsoft Azure, including integrations and synchronization with on-premises systems. Proficient in networking technologies such as firewalls, switches, and VLANs. Excellent skills in the Microsoft Office suite, including knowledge, troubleshooting, support, and maintenance. Awareness of VMware and Hyper-V environments. Utilize remote connection tools to resolve client issues. Conduct customer site visits to resolve issues when necessary. Perform routine maintenance and system upgrades. Monitor management systems and proactively resolve issues. Document all fault-finding steps in the ticket system. Update network records with any changes made. Work with the Support Desk Supervisor to mentor and train junior team members to provide top-tier IT support. Monitor system alerts (RMM, Office 365 security alerts). Provide in-house IT support. Attend training courses, webinars, and workshops to expand knowledge. Build and nurture customer relationships. Invest time in researching new products and solutions. Proactively identify opportunities to improve clients’ IT systems, specifying appropriate technologies, and providing the solutions team with necessary information to quote for the client. Conduct IT reviews on client systems to offer recommendations and highlight areas for improvement. About ESP Projects: ESP Projects Ltd was founded in 2002. Comprising of 27 members of staff, we provide ICT Services to clients based mainly in Sheffield. This work is largely based on installing and servicing PC’s and Servers both on-site and in our workshop. In addition, we provide a telephone and email helpdesk to our clients in the form of direct assistance from our engineers. What makes ESP special is that we are an employee-owned Social Enterprise. We are committed to providing our partners in the not-for-profit sector with access to impartial, low-cost but high-quality ICT Services as well as bursaries for IT training drawn from our profits. In addition, we have an employee share-ownership scheme and invest in training quite heavily. ESP maintains excellent service standards and we expect all members of staff to be committed to our client-focussed approach. The team is friendly and very approachable and welcomes talented people from any background. How to apply: In order to apply for this role you should submit your CV along with a covering letter to james.greaves@espprojects.co.uk or to our postal address which can be found on our website –

https://espprojects.co.uk . Alternatively, you can apply via Indeed. Job Types:

Full-time, Permanent Pay:

£28,000.00-£35,000.00 per year Benefits: Canteen Company events Company pension Employee discount Employee stock ownership plan Free parking Health & wellbeing programme Referral programme Sick pay Schedule: Monday to Friday Application question(s): Can you drive? Education: GCSE or equivalent (preferred) Experience: Customer service: 3 years (preferred) Technical support: 3 years (required) Licence/Certification: UK Driving License (required) Work Location:

In person Application deadline:

01/03/2025 Expected start date: 01/02/2025

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