Job Description
Role & Responsibilities
* Respond to and resolve escalated support requests via telephone, email, and ticketing system.
* Diagnose and troubleshoot complex issues related to firewalls, networking, access points, and server operating systems.
* Provide support for Azure AD, Hyper-V, cloud infrastructure, Group Policy, and Office 365 Modern Workplace.
* Manage and troubleshoot networking VLANs, Wi-Fi, and firewall administration.
* Utilize Sophos EDR/XDR and RMM tooling for advanced threat detection and management.
* Onsite support including managed installation & delivery of IT kit such as APS, pcs, laptops as required
* Handle backup & DR recovery of files across multiple cloud solutions.
* Escalate critical issues to 3rd Line Support or relevant departments as necessary.
System Administration:
* Perform advanced system administration tasks including managing Group Policy and Azure AD.
* Conduct routine checks and maintenance to ensure optimal system performance as directed by our Technical Delivery Manager
Documentation:
* Maintain detailed records of support requests and resolutions in the ticketing system.
* Document common issues and solutions for the knowledge base to assist in future troubleshooting.
* Customer Service:
* Deliver exceptional customer service by maintaining a professional and courteous manner.
* Ensure timely and accurate communication with clients regarding their support requests.
* Follow up with clients to ensure issues are fully resolved and satisfaction is achieve.
Skills & Qualifications
Proven experience in 2nd line IT support or a similar role.
* Advanced understanding of PC hardware, software, and peripherals.
* Admin experience with firewalls, networking, access points, Azure AD, cloud infrastructure, Group Policy, and Office 365 Modern Workplace.
* Strong knowledge of networking VLANs, WiFi, firewall administration, Hyper-V server administration, server operating systems, and Exchange Server technologies.
* Familiarity with Sophos EDR/XDR and RMM tooling.
* Knowledge of security concepts across networks and cloud solutions.
* Experience with backup & DR recovery of files across multiple cloud solutions.
* Strong problem-solving skills and attention to detail.
* Excellent communication and interpersonal skills.
* Ability to work well under pressure and manage multiple tasks.
* Familiarity with ticketing systems and remote support tools.
Benefits
* Office-based role located in (OFFICE), offering a dynamic and collaborative working environment.
* Vibrant and inclusive work culture.
* Health and wellness benefits, including on-site gym (CARDIFF ONLY).
