Job Summary
Hire Resolve is excited to announce an exceptional opportunity for a Senior Customer Engineer to join the team of our esteemed client, a leading IT solution provider. This role is ideal for a highly skilled professional with a passion for delivering top-tier technical support and innovative solutions. If you are ready to elevate your career and contribute to cutting-edge IT projects, we invite you to explore this dynamic and rewarding position.
Responsibilities:
- 1st Line Support:
- Provide support through email, phone, or remote assistance as needed.
- Diagnose and resolve hardware and software issues on desktops, laptops, printers, scanners, and other peripherals.
- Apply basic networking principles to troubleshoot connectivity issues.
- Utilise Active Directory to resolve issues related to GPOs, logon scripts, and user management.
- Install, configure, and maintain Windows 10/11 and associated software suites (Office 365, OneDrive, SharePoint, AzureAD).
- Provide hands-on support for replacing hardware components in desktops and laptops.
- Maintain accurate documentation of IT inventory, software licences, and configurations.
- Ensure compliance with security protocols and company policies.
- 2nd Line Support:
- Troubleshoot and resolve issues, investigate incidents, and analyse system metrics, logs, traffic, and configuration changes.
- Manage and maintain the Microsoft Hyper-V and VMware environments.
- Ensure patch compliance levels are met and assist with troubleshooting patch failures.
- Collaborate with Customer Engineers on complex issues and project rollouts.
- Perform server and security audits, system backup procedures, and other recovery processes in line with the company's disaster recovery and business continuity strategies.
- Integrate servers, including email, print, and backup servers, into enterprise systems.
- Provide support for Microsoft Active Directory and Windows-based systems across the enterprise, including directory and identity management solutions.
- Lead projects related to infrastructure and network improvements or upgrades.
- 3rd Line Support:
- Oversee and maintain server and network systems, troubleshooting issues as they arise.
- Design, implement, and manage the organisation's IT infrastructure, including servers, storage, networking, and security systems.
- Ensure all escalations are addressed, and production is restored within SLA time frames.
- Visit client sites to troubleshoot, configure, and implement IT solutions.
- Resolve hardware issues, liaising with third-party vendors as necessary.
- Continuously seek opportunities to improve IT systems and service delivery.
- Maintain comprehensive documentation for all system and network configurations.
- Stay current with industry trends and best practices in infrastructure and network engineering.
- Manage capacity effectively to optimise system performance.
- Compile reports, such as health checks on server infrastructure for clients.
- Collaborate with other IT professionals to identify and implement solutions for complex technical issues.
- Ensure backup systems are operational and backup policies are enforced.
- Analyse existing systems and operations to develop preventative maintenance strategies.
- Identify potential problems and notify relevant stakeholders promptly.
- Demonstrate strong problem-solving skills, taking the lead during major outages.
- Adhere to the Change Management Process and Incident Management Process.
Requirements:
- Knowledge of Active Directory, DNS, DHCP, RDS Roles, and including functions within the roles.
- Minimum of 2 years in an enterprise server environment, focusing on administration and problem resolution of Windows Server.
- Experience with Windows Server 2012+ Operating Systems.
- Familiarity with redundancy strategies (RAID, HA, Failover, MPIO).
- Knowledge of LAN/WAN solutions.
- 3-6 years of IT experience.
- Knowledge of hypervisors (VMware, Hyper-V, Azure).
- Extensive knowledge of desktops, laptops, printers, and network copiers.
- Proficiency in Microsoft 365 Suite, including licensing, products, and services.
- At least 2 years of experience with virtualised workloads (VMware / Hyper-V).
- Understanding of networking (VLAN, routing, switching).
- Ability to install and configure Exchange and SQL Server.
- Basic scripting skills for large-scale deployments.
- Comprehensive understanding of Windows 10 and 11 operating systems.
- Familiarity with ITIL processes and experience adhering to them in a production environment.
- Experience with remote monitoring systems.
Benefits:
Contact Hire Resolve for you next career-changing move
We will contact you telephonically in 7 days should you be suitable for this vacancy. If you are not suitable, we will contact you regarding any future vacancies that arise if it matches your profile.