IT Support Technician – MSP – London – Win11/Server, O365, AAD/Intune – 28/35k

IT Support Technician – MSP – London – Win11/Server, O365, AAD/Intune – 28/35k

A dynamic Managed Services Provider in London is looking for the services of an end-user Support Engineer with at least 3 years’ experience deploying and supporting Microsoft Client/Server and Cloud environments. The ideal candidate will have a solid understanding of IP networking, possess extensive experience with Windows O/S, Microsoft 365 incl. Exchange Online, SharePoint and Teams, be competent and efficient with remote & desk-side support and show high level proficiency in their general troubleshooting capabilities.

Requirements

About the role

You will be part of an IT Support Desk function serving customers mostly based in the UK. The Support team are based in both the UK and South Africa, and we all work from home when not visiting customers. Our customers are varied in their business and so there is a good variety of tasks from simple to moderately complex. Your work will include on-prem technologies such as door access and video surveillance systems, plus cloud solutions including online backup and cyber security products. We also have a separate Engineering team catering more complex tasks and managing projects.

The team receives requests via email and phone. Our ITSM system has a web-based phone system that you will need to receive calls on and where necessary, call customers back. We have a growing base of documentation which you will be expected to contribute to from time to time. You will work as part of this team, covering UK hours of 8am to 10pm GMT but within a rota system that allows for a fair distribution of early and late covering shifts.

We pride ourselves on having a friendly and supportive atmosphere. We expect our team to work hard and with excellent levels of professionalism and customer care. In return we’re happy for staff to expand their support skills to new technologies and to learn from more experienced members of the team.

Mandatory requirements for this role are:

– Comfortably fluent in English

– Currently employed by an MSP in a technical support role

– Minimum of 2 years’ experience providing IT support

– The ability to work from home

– The ability to work in a shift pattern to cover early, late and weekend periods as part of a fair rotation system

– MS-900 and AZ-900 Certifications desirable

– AZ-104 Certification desirable

– Must live within the Greater London region to support our client base with minimal travel time

In addition, these qualities will be considered desirable:

– Knowledge of UK GDPR (GENERAL DATA PROTECTION REGULATION) regulations

– Any additional current and valid certifications in Microsoft Azure and 365

– Cyber Protection Technologies (Acronis, Veeam etc.)

– Freshdesk

– MS Teams, Polycom, other voice products

– SAN technologies (EMC & HP) with an understanding of Fibre & iSCSI

– Sound understanding of networking installation & administration (Cisco, HP, etc.)

– Microsoft SQL Server

The ideal candidate should:

– Demonstrate strong teamwork skills

– Adapt well to a fully remote and distributed team environment

– Take ownership of assigned tickets with self-motivation

– Display polite and professional communication skills in phone calls, emails, and tickets

– Possess proficient knowledge of using and organizing an online ticketing system

– Exhibit excellent interpersonal and collaboration skills

– Perform effectively under pressure

– Communicate effectively at all levels, both internally and externally

– Demonstrate strong analytical and problem-solving abilities

– Write and maintain network documentation and support materials effectively

 

We will expect that the successful candidate will:

– Have strong client-facing IT support experience, including knowledge of Microsoft desktop operating systems

– Have experience of Microsoft Modern Workplace support including Exchange Online, Outlook, SharePoint, and Teams

– Have experience of Microsoft Azure support including AAD and Intune

– Have a good understanding of backup & recovery systems and technologies

– Have a good understanding of how to operate an ITSM tool 

– Instinctively adapt and respond positively to changes in business requirements

– Diligently follow up issues with clients and the ensure end results are to the client’s satisfaction

– Have excellent verbal and written communication skills and strong problem-solving abilities

Benefits

Benefits include:

– Working primarily from home with two days of customer visits per week

– Expenses for travel will be fully covered

– Provided with a laptop, screen, and headset

– Eligible for the company’s pension scheme