Support Services Engineer

Who you are

• Good experience of providing technical support in a commercial environment
• Excellent communication and interpersonal skills
• Previous experience in joiner, mover and leaver provisioning
• Experiencing with assigning NTFS and Share permissions
• Experience with mailbox/calendar sharing and permission assignments
• The right candidate will have the following technical experience:
• M365
• Azure/Azure AD
• InTune
• Windows Servers (full range)
• Antivirus Products
• Remote access such as AVD/VDI, VPN
• Please note, this role requires the ability for you to obtain CTC clearance (Counter Terrorist Check). For this reason, you will need to have resided in the UK for the last 3 years

What the job involves

• We are looking for a Support Services Engineer to join our team in Manchester. This is a varied role where you will have the opportunity to assist a range of clients with their IT support needs
• This role would suit an experienced IT support engineer who is looking to develop their career in an expanding IT organisation
• Responding appropriately and dealing with queries or complaints in an effective manner
• Taking ownership of incidents or requests allocated to them or their relevant virtual team ticket queue and professionally managing them through to resolution or escalation
• Asking targeted questions and applying accurate troubleshooting
• Contributing fully as an active team member and ensuring personal and team objectives are achieved
• Collaborating with other teams to maintain standards and functionality
• Troubleshooting, maintaining and supporting a wide range of systems
• Ensuring Service level agreements (“SLA’s”) are met
• What Success Looks Like:
• Achieving and maintaining 95%+ SLA compliance
• Maintaining a customer satisfaction score of 90%+
• Completing all onboarding and technical training objectives while contributing to the team knowledge base