Technical Support Engineer - 365, 2nd line, 3rd line, Technical Support, Citrix

We are currently working with am ambitious and thriving start-up firm who provide a service as a "virtual CTO/IT Director". This firm have been growing at a very fast rate with a business model that is proving to be extremely succesfful as a result of their growth they have a strong pipeline of work and projects upcoming, because of this they require a new Technical Support Engineer (365, 2nd line, 3rd line, Technical Support, Citrix) to join their team on a permanent basis.

This role works closely with the CTO and Senior Solutions Consultants on integration and support projects, as 1st and 2nd line is handled by an MSP this role will really be working way above a usual support role and getting involved in high level technical matters that would not normally be available.

This is a very urgent hire due to the sheer volume of projects and work, they need someone very enthusiastic to come in and really throw themselves at the work and grab the technical opportunity with both hands.

You will receive training in any new technologies previously exposed to (Intune, EUC etc) one of the main reasons for being office based is so as you can learn.

To be considered for this Technical Support Engineer (365, 2nd line, 3rd line, Technical Support, Citrix) role you must have:

• At least 3-5 years working within a technical support position (2nd-3rd line)
• Expert knowledge on the O365 platform.
• Professional experience preferred but not necessary.

Duties

• Deal with any issues from the Service Desk
• Carry out onsite activities for support, installations and troubleshooting where it is not possible to fix remotely
• Provide ownership and innovation of the Service Desk and enable new features, improvements, and service level agreements.
• Assist and build all our internal support processes and documentation.
• Liaise with 3rd party vendors and triage support tickets between them and our customers.
• Ensure support tickets and incidents are dealt with in a timely manner and within agreed SLA's.
• Build and maintain relationships with 3rd party suppliers for services such as IaaS, managed printing and software vendors.
• Perform computer/server and software installations.
• Support the ongoing maintenance and stability of IT Services.
• Perform scheduled maintenance and other tasks, often outside of normal business hours.
• Ensure IT system, standards and procedures are maintained throughout the business.
• Carry out daily checks of our customers infrastructure, backups and monitoring and action accordingly.
• Help produce and maintain clear and accurate systems documentation for work undertaken by the IT team and in production of user guidance and instructions.
• Engage with various IT Projects.
• Proactively explore new technologies and investigate how they may be utilized with the company.
• Over time, as we expand we will look to develop a shift pattern to cover a 08:30 - 18:30 operating window with out of hours support as required.
• Support of Microsoft 365 and our cloud environments.
• Internal support for our non-technical staff.