Senior IT Support Engineer

Senior IT Support Engineer - Cambridge

We have an exciting opportunity for a Senior IT Support Engineer to join our well-established client in Cambridge.

MFK Recruitment has successfully recruited 42 IT Professionals for this well-established company in the past 5 years, 31 are still with the company!

Extremely ambitious company, and they’re very interested in having individuals join their team, who are keen to progress and succeed. (The vast majority of our candidates have progressed in a short space of time!)

Exciting and varied role:

We’re looking for a Senior IT Support Engineer who has the gravitas to be able to interact with local management and also visit clients’ sites. We estimate 1 day per week with clients, 2 days per week on desk escalations and 2 days per week on projects, although this will vary from week to week in line with demand across the organisation. This needs to be a real team player who can cope with a fluid and changing workload.

Job Purpose:

To provide expert technical support for day-to-day client technical issues as well as delivery of projects. This role focuses on resolving complex issues, ensuring smooth system integrations, and driving continuous improvement in processes to meet client needs and optimize performance.

Principal Responsibilities:

• Escalation route for technical queries from the level 1 & 2 engineers.
• Delivering project work as defined by the Head of Project Management
• Mobilising as a team & communicating effectively through the relevant channels in the event of high-risk business critical P1 outage or security incident
• Although there won't be an expectation to answer calls regularly, you will be placed in the 3rd tier phone queue in the event of busy periods
• Part of your role will require you to tackle proactive tasks such as Firmware Upgrades/Process Development/Project Delivery/Recurring infrastructure checks
• You must be able to work as a team alongside other engineers with a combined goal of continuous service improvement & innovation
• Likelihood of being enrolled into a Change Advisory Board & part responsible for managing change & risk on the service desk
• There will be a need to visit client sites regularly, in and around the Cambridge area

Qualifications and Experience:

• MSP experience or a customer-centric environment providing support.
• Excellent verbal and written communication skills
• Active Directory and GPO administration
• Exchange administration
• Excellent experience with Microsoft technologies
• Good general knowledge of networking and technologies: TCP/IP stack, concept of VLANs and firewalls, wireless configurations
• 5+ years of technical helpdesk environment
• Firewall Implementations -Fortigate/Cisco/SonicWall/Watchguard
• Backup Solutions - Azure/Veeam
• Virtualisation - Hyper-V, VMware, AVD, RDS
• In-depth Knowledge of O365 suite & MFA
• Able to answer complex Networking questions.