IT Support Engineer - London MSP - M365/Azure - 360-480K ZAR

IT Support Engineer – London MSP - M365/Azure - 360-480K ZAR

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 remotely. The ideal candidate will have a solid understanding of IP networking, possess extensive experience with Windows O/S, Microsoft 365 incl. Exchange, SharePoint and Teams, be competent and efficient with Remote support and show high level proficiency in their general troubleshooting capabilities.

About the role

You will be part of a remote IT Support Desk function serving customers mostly based in the UK. The Support team are mostly based in SA and we all work from home. Our customers are varied in their business and so there is a good variety of tasks from simple to moderately complex. We also have a separate Engineering team catering more complex tasks and managing projects.

You will work as part of this remote 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. Please note that as our customers are UK based, we do require you do work on some SA holidays but again this is managed via shift rotation, and you are given time off in lieu. Weekend shifts are available and are paid as an extra on top of salary. This makes for a fair and flexible working arrangement for someone interested in working from home.

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.

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.

Requirements

Mandatory requirements for this role are:

Comfortably fluent in English

Currently employed by an MSP in a technical support role

Minimum of 3 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

Matric certificate (Grade 12) at Higher or Standard grade

MS-900 and AZ-900 Certifications

AZ-104 Certification (candidates holding AZ-103 will be considered)

In addition, these qualities will be considered desirable:

Knowledge of UK GDPR regulations

Any additional current and valid certifications in Microsoft Azure and 365

Experience of using the following:

- Freshdesk

- VMware vSphere and View

- 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..)

- Backup technologies (Acronis, Veeam etc.)

- Microsoft SQL Server

The ideal candidate should:

- Be a team player

- Be comfortable working in a fully remote and distributed team environment

- Be comfortable working on tickets allocated to you with self-motivation

- Be polite and professional in answering or making phone calls, emails or tickets

- Be competent in using and organising an online ticketing system

- Have sound interpersonal and liaison skills

- Have an ability to function well under pressure

- Have an ability to communicate effectively at all levels of the organisation, internally and externally

- Have strong analytical and problem-solving capabilities

- Be capable of writing and maintaining network documentation and support materials

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

- Work from home
- Training and development