Systems Engineer
7 months ago
We are currently seeking a Systems Engineer to provide L2/L3 operational support to customers both remotely and on-site. This role has been created due to growth and there are good growth opportunities for the role.
**Responsibilities**
- Manage and monitor all installed systems & infrastructure for the Managed Services customers in accordance with Standard Operating Procedures and service commitments. The systems and hardware to be managed will primarily be workstations/notebooks (60%), servers(20%) and network devices (10%), plus other end user devices including mobile phones and printers.
- Troubleshooting, diagnosing, and resolving hardware, system, software, network, and other IT related problems.
- Takes responsibility for Incident Management and Service Request fulfilment as appropriate for assigned customers and allocated activities.
- Collaborate with internal resources and other IT professionals to ensure high-quality deliverables are achieved for the clients.
- Ensures that all activity on Service Requests & Incidents and are recorded accurately within the Service Desk system, and that all tickets are tracked though to resolution in accordance with contracted service commitments and SLA’s.
- Ensures all allocated activities are performed as per current Standard Operating Procedures, and other Operational & Company processes.
- Keeps Customer and the Operations Manager informed of progress and any issues when dealing with incidents and fulfilling service requests.
- Ensures the Operations manager is advised of potential problems and that escalation processes are initiated where necessary.
- To represent the company products and services and at every opportunity, increase revenues and retain existing customers.
- Maintain a highly professional, helpful attitude when dealing with customers, support organisations and colleagues.
- Provide mentoring and support to other Engineers, as and when requested.
- Able to work on a bi-monthly On-Call roster with an allowance per call.
- Car allowance for any onsite travel.
**Qualifications**
- 5 to 7+ year’s operating within an IT support environment
- Extensive experience with PC (workstation, tablet, notebook) imaging, builds & customisation
- Excellent troubleshooting skills with an ability to think outside the box.
- Proven knowledge and experience supporting current versions of Windows Server
- Proven knowledge and experience supporting Windows 10 & Windows 7
- Working knowledge of backup technologies (Veritas / Veeam / Arcserve)
- Good knowledge of Windows Services like DNS, AD, DHCP, DFS/BranchCache and Group Policies
- Sound working knowledge of, and experience working with Storage technology
- Sound knowledge of and experience supporting Microsoft Remote Desktop Services
- Knowledge of Microsoft Azure & M365 technology
- Experience and knowledge of mobile device configuration and build
- Experience in VMware & Hyper-V
- Networking knowledge and experience
- Certifications in Microsoft, VMware, Citrix, ITIL ideal.
- Certifications ideally - Microsoft, ITIL, Citrix, Veeam, VMware.
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