Level 2/3 - IT Support Engineer

The successful applicant will provide phone, email, remote and on-site technical support to our clients. As this is a client-facing role, excellent communication, presentation and customer service skills are essential.

Some after-hours work may be required from time to time.

Key Responsibilities

• Provide on-site, remote, phone and email IT support to clients
• Support and manage Microsoft 365 / Office 365 environments
• Support, maintain, migrate and deploy VMware and Microsoft Azure server environments
• Perform server and desktop installations and migrations
• Monitor and verify client backup systems
• Coordinate internet provisioning requests with upstream providers
• Troubleshoot and follow up internet service faults
• Configure and support customer premises equipment (CPE)
• Diagnose network and connectivity issues
• Research, test and implement new IT solutions
• Prepare hardware and software quotations for clients
• Collaborate with other engineers and technical staff

Essential Skills & Experience

• Minimum 1 year experience in a client-facing IT support role, preferably within a Managed Services Provider (MSP) environment
• Relevant industry certifications such as Cert IV, MCP, MCSA, CCNA or equivalent
• Experience with cloud migrations, including Microsoft 365 and on-premises environments
• Strong knowledge of Microsoft Windows 10 and Windows 11 environments
• Strong knowledge of Microsoft 365 and related desktop applications
• Sound understanding of DNS, TCP/IP and networking fundamentals
• Excellent verbal and written communication skills
• Well-presented with strong customer service abilities
• Current unrestricted driver’s licence

Desirable Experience

Experience with any of the following technologies will be highly regarded:

• VMware
• Veeam
• Microsoft Azure
• VoIP / 3CX
• MikroTik
• Cisco
• Juniper
• FortiGate
• ShadowProtect / Cove Backup
• Google Workspace