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Senior Support Engineer
Dorking - Office based initially
£45k - £50k
About Us
We’re a leading provider of tech and communication solutions, driven by innovation and reliability. Our services cover everything from cloud solutions and IT support to cybersecurity and connectivity. We customize our offerings to match each client’s needs, focusing on exceptional customer experiences. At our core, we value trust, collaboration, innovation, and community, aiming to help businesses grow in today’s fast-changing digital world.
What You'll Do
You’ll support customers' IT systems and make sure everything runs smoothly. The job covers a variety of tech like desktops, servers, networks, cloud services, security, and more. You’ll need to troubleshoot, solve problems, and handle system issues whenever they arise.
Your key responsibilities include:
- Helping Customers: Solve their issues over phone or email, track progress, and use tools to troubleshoot remotely.
- Meeting Deadlines: Prioritize tasks to meet response time goals (SLAs).
- Customer Satisfaction: Keep clients updated and ensure quick, effective solutions.
- Documentation: Record all updates accurately to improve teamwork and reporting.
- Escalated Issues: Handle complex problems passed on by junior staff and work with the team to fix them.
- Partnering with Vendors: Collaborate with third-party providers to resolve hardware, software, or connectivity problems.
Day-to-Day Tasks
- Manage and close customer tickets effectively.
- Administer and maintain IT infrastructures, including servers, Active Directory, virtualization platforms, and more.
- Provide top-notch desktop and network support.
- Update operational documentation to keep everything running smoothly.
- Work closely with your team and third-party vendors to meet customer needs.
What We’re Looking For
You’ll thrive in this role if you:
- Love learning and improving.
- Enjoy working in a team and guiding others.
- Communicate clearly, even about technical stuff.
- Have solid troubleshooting and time management skills.
- Stay current on tech trends and best practices.
Skills & Experience We Need
- Tech Skills: Windows Server, Microsoft 365, Azure, Active Directory, VMware, Citrix, and more.
- Networking: Deep knowledge of TCP/IP, DNS, DHCP, VPNs, VLANs, and firewalls like FortiGate or Palo Alto.
- Security: Microsoft Defender, incident response, vulnerability management, and disaster recovery.
- Certifications: Relevant certs are a plus.
