Senior Technical Support Engineer

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 tasksPrimary, 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