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3rd Line Engineer / IT Support Engineer / Technical Support Engineer. We are seeking a highly motivated and experienced Senior Technical Support Analyst (Microsoft 365 Specialist) to join an expanding team. The 3rd Line Engineer / IT Support Engineer / Technical Support Engineer role requires an experience level of 8+ years in a similar role and is hybrid working on a 60/40 split (60% in the office, 40% from home) from one of our offices. The ideal candidate will have strong troubleshooting skills, a passion for problem-solving and the ability to work in a fast-paced, client-focused environment. The 3rd Line Engineer / IT Support Engineer / Technical Support Engineer role requires demonstrating the skills of a subject matter expert, which means constantly striving to be at the top of your game in the latest Microsoft technologies and methodologies.
3rd Line Engineer / IT Support Engineer / Technical Support Engineer Key Responsibilities:
- Provide 3rd-line technical support to clients, specialising in Microsoft 365 (Exchange Online, SharePoint & Teams, etc.)
- Manage and resolve complex issues related to desktop environments, including hardware and software configurations.
- Support network infrastructure, including routers, firewalls, switches and VPN setups.
- Troubleshoot and resolve escalated tickets from the 2nd line support team.
- Perform system administration tasks, including Active Directory, Azure AD, and other cloud-based platforms.
- Plan, implement, and manage migration projects, particularly around Microsoft 365 and other cloud solutions.
- Monitor system performance and ensure high availability for business-critical services.
- Liaise with external vendors and service providers to resolve issues when required.
- Provide mentorship and guidance to junior support staff.
3rd Line Engineer / IT Support Engineer / Technical Support Engineer Essential Skills & Experience
- Microsoft 365 - advanced knowledge of Exchange Online, SharePoint, Teams and OneDrive.
- Experience with scripting and automation tools (PowerShell).
- Microsoft 365 endpoint management including deployment services and policy management.
- Desktop support - strong skills in troubleshooting Windows and MacOS, Office suites and other desktop applications.
- Networking - proficiency in managing and troubleshooting network devices and configurations, including VLANs, DNS, DHCP and VPNs.
- System administration - experience with Active Directory, Group Policy and Azure AD.
- Security - familiarity with cyber security principles and tools, such as firewalls, antivirus and patch management.
- Customer Service - Excellent communication and customer service skills to interact with clients and internal stakeholders in a clear, supportive manner.
Desirable:
- Certification such as Microsoft Certified, Azure Administrator Associate or Microsoft 365 Certified: Enterprise Administrator Expert.
- Knowledge of backup and disaster recovery solutions.
- Experience in managing hybrid cloud environments.
- Familiarity with ITIL best practices.
Expectations:
- Confident & professional telephone manner with excellent written and verbal communication skills.
- Ability to work autonomously, as well as part of a team.
- Organisational and prioritisation skills that can adapt to changing priorities with multi-tasking.
- Astute problem-solving skills with the ability to analyse data to reach conclusions.
- Exceptional customer service skills including experience of dealing with diverse customer groups.
- Eagerness to stay up to date with emerging technologies and trends.
- Ability to provide reactive support where required but with a primary focus on proactive support.
- Ability to remain calm under pressure during challenging times.
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Benefits include:
- Salary - 25-45k
- Internal career development and training plans for all team members via the Training Academy.
- 20 days holiday plus bank holidays, increasing 1 day every year of service to a maximum of 25 days.
- Your birthday as a holiday each year on top of your holiday allowance.
- Relaxed, modern working environment where we value pushing our analysts forward.
- Access to employee staff discounts portal including Currys, Neals Yard and Vie Cinema.
- Access to healthcare portal including health checks and a 24/7, 365-day councillor.
- Team challenges and prizes including employee of the month.
- Workwear included to represent yourself and the brand.
- Top-of-the-range computer equipment.
- Regular company social activities.
- Contributory pension scheme.
Proactive People is an employment agency and employment business
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