Job Description

Job Title Support Engineer

Job Level Level 2

Reports To Service Delivery Manager

Location IOM

Hours

Our Client is passionate about really helping businesses communicate and operate in a secure, productive, and profitable way. As the island’s leading Licensed Communications and IT Services Provider we’re constantly looking for the very best and brightest people to join their ambitious and exciting company!

The Role:

The Support Engineer will provide a second line support function and escalation point for the

first line technical support team. While assisting with completion of customer deployments

and migrations to our cloud services.

Duties:

• Second Line customer support.
• Actioning BAU desktop support tickets.
• Assist with customer migrations and installs, providing regular updates to all stakeholders at milestones outlined within the project plan. 
• Documentation/procedure writing – all processes followed as part of your daily tasks should be documented to aid with training and to assist when provide holiday cover is required.
• Support expansion of existing cloud product set to support Azure and other hyperscale cloud services. 
• Recommend improvements to the current system including researching new software to improve monitoring and uptime.
• Management and maintenance of Cloud Veeam Backup infrastructure and services including Immutable Linux repository and Cloud Connect Server.
• Provisioning and maintaining network equipment such as switches, routers, and wireless access points.
• Active Directory configuration and maintenance for supported customer domain controllers.
• Monthly Desktop/Server maintenance checks.

What we’re looking for:

As part of the role the Support Engineer will be expected to undertake training both on-the job

and through formal vendor certifications, with a view to progressing skills to assist further

with management of the underlying cloud/network infrastructure and expansion of service

offerings into Azure and other Hyperscale services.

The person specification, skills, knowledge, and competencies required for the role are as follows:

Essential:

• Good troubleshooting skills.

• Ability to work under pressure.

• Teamwork.

• Keen to learn.

• Customer service.

• Desktop support experience.

• Active Directory experience.

Desirable:

• Networking experience.

• Server support experience.

• Industry Qualifications e.g. CCNA, MCSE, MDAA

Our Clients Values:

The values which our culture is built upon underpin the business and continue to help shape its future. The values are integrated into every part of our client including personal performance and our commitment to supporting our customers to the best of our ability.

What you’ll gain:

• Personal and professional growth opportunities within the role
• A platform to influence positive change and the strategic direction of the company
• Ongoing investment into your training and development
• Exposure to cutting edge technologies and services, their benefits, capabilities, and
• values
• Become part of an ambitious, modern, forward-thinking organisation that puts
• people and customers at the forefront of its thinking
• An opportunity to showcase your personality, skills, and ideas
• Access to variety and diversity within and engaging workstack

Our Client’s pledge:

We always welcome individuality. We guarantee that your differences will be

valued and encouraged, because after all, that’s what makes us a better. From diversity

to creativity, we nurture every form of talent no matter your race, gender, age, religion,

identity, or experience. Our recruitment process ensures Diversity and Inclusion are more

than just words, they are our guiding principles.

HRD0000-v02 – Role Profile Issued: 2022-12-15 Classification: Public Page 3 of 3