Senior Service Desk Engineer

Probrand Ltd is a leading IT Managed services provider offering computer services to a wide range of SME clients across the county. A new opportunity has arisen within our technical team for a Support Engineer providing remote and telephone support to our varied customer base.

This role is a hybrid role, working from home with the requirement to attend the office once a month. Working within a team of 15 engineers, this role offers you a chance to develop your technical skills and grow within a dynamic and successful IT company. You will also serve as an escalation point and mentor for other engineers assisting with more complex support issues and major outages. We are the IT department for many customers or provide a point of escalation for other IT Support departments so you will ideally have experience in a similar role and be familiar with many of the technologies listed below.

Benefits of joining us as our Senior Service Desk Engineer include:

• 31 days holiday including bank holidays
• Remote working
• Option to buy and sell annual leave
• Car Allowance
• Life Insurance
• Free and confidential access to our Employee Assistance Programme - 24/7 health, financial and wellbeing support
• Tailored benefits platform - includes discounts on retail, travel, gym and leisure
• YuLife wellbeing app with 24/7 access to a virtual GP service and best doctor
• Cycle to Work scheme
• Paid Volunteer Leave
• Long service awards
• Discounted Tech
• Electric Car Salary Sacrifice scheme
• Excellent Training and Development opportunities with achievable career paths so you can take control of your career
• Brand new city centre office location - including onsite cafe, free access to gym, shower facilities and secure lockers for bikes

Main duties:

• Take ownership of support calls as and when required
• Act as an escalation point and technical lead for any major outages for both external customers and Probrand's internal network
• Taking ownership of an issue up to the point of resolution
• Remaining up to date with the latest technologies and platforms
• Assist with cross training
• Work alongside the Support Department Manager

Essential Skills

• Microsoft Windows desktop OS's - Installation & Troubleshooting skills
• Microsoft Office all recent versions including 365
• Microsoft Windows Server 2008, 2012, 2016, 2019, 2022
• Microsoft Exchange Server 2007 to 2019, Office 365, and Exchange Hybrid Deployment - Experienced with message flow and troubleshooting mail server problems and outages
• Active Directory and Azure AD, Azure AVD
• Microsoft Teams deployment and troubleshooting
• Strong Networking Skills (TCP/IP, L2 & L3, VOIP, VLAN, Spanning Tree, Routing etc.) - Installation & Troubleshooting network issues
• Knowledge of WAN technologies - xDSL, FTTC, FTTP, 4 & 5G / Leased Lines / Routers etc. installation & troubleshooting
• Firewall knowledge (NAT Policies, troubleshooting Bandwidth Issues, Traffic Shaping etc.) - Ideally SonicWALL however product training will be provided
• Knowledge of controller based Wireless technologies and troubleshooting.
• Knowledge of Server hardware troubleshooting
• Knowledge of SAN and shared storage, technologies such as NFS and iSCSI, snapshotting, replication, and cloning
• Knowledge of Virtualisation technology with good experience of VMware vSphere & Hyper-V clustering
• Knowledge of Backup Software - Veeam / Acronis

Desirable Skills

• SharePoint administration
• Azure AD connect
• Azure MFA
• Azure Conditional Access
• Azure Application Proxy
• Intune / Autopilot
• MS Teams Voice
• Knowledge of Microsoft 365

Soft skills:

• Ability to work independently to solve support issues in an innovative fashion while acknowledging you are part of a team and know when to request assistance
• Make the 'right' decisions on behalf of our customers
• Willing to go the 'extra mile' in helping solve client issues
• Strong communication skills both written and verbally
• Analytical and methodical approach
• Ability to work under pressure and manage different call priorities
• Keenness to expand knowledge both in and out of work
• Must be able to communicate clearly at a technical and end user level
• Must have excellent documentation skills

The ideal Engineer will ideally have experience of working within a similar role.