Support Engineer

• The Role

We are looking for an engineer with strong diagnostic and a proven ability to manage customer expectations in challenging times. Discovering customers infrastructure and supporting systems in their current state and transitioning them to a more supportable state would be a major factor in the successful delivery of this role. You will be working amongst a team with varied skillsets and experience so you will be in a position both to provide guidance and learn from more senior resources.

• Responsibilities

• Work on shared services team delivering support to several customers in a variety of industries
• Deliver support on issues of varying complexity 
• Act as a point of escalation within the team
• Deal directly with customers on problem issues only escalating back into the business when required
• Drive to understand complex and ambiguous environments, simplifying and providing clarity through work delivered
• Where required co-ordinate with 3rd parties to deliver outcomes
• Act as a customer advocate
• Mentor and provide an example to more junior team members, assisting their learning on technical subjects and acting as role model for attitude and approach to work
• Identification of improvement projects, relaying recommendations to accounts manager
• Understand all compliance requirements and keeping of appropriate records to ensure these requirements are met
• Be cognisant of operational security identifying changes to reduce risk along the way

• Requirements

• Industry Accreditation
• A minimum of 5 years working in the IT industry
• Proven experience of delivering technical support on varied systems

• Preferred Experience

• Experience working with and supporting HP switches
• Experience working with and supporting SonicWALL Firewalls
• HP Server Hardware support
• Hyper-V Server clustering knowledge