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Job Description
Senior Support Engineer role requires technical expertise and strong communication skills to provide advanced support to clients and mentor junior team members.
INNOVATE delivers secure and resilient IT infrastructure and telecommunication solutions, and provides ongoing support through its managed IT services. The company's professional services team supports clients across various technologies, including Networking, Security, Cloud Infrastructure, Communications, and Cloud Productivity.
The Senior Support Engineer will be responsible for:
- Providing advanced support to clients across the full range of implemented technologies
- Mentoring junior team members and assisting in their development
- Maintaining a positive relationship with clients by ensuring expectations are met or exceeded
- Working on scheduled calls and providing callback support during busy periods
- Performing remote system health checks and new site surveys
- Assisting in the maintenance of the RMA process with suppliers and vendors
Key responsibilities include:
- Having experience of working under pressure and excellent problem-solving skills
- Dealing with support calls escalated from level 1 and 2 engineers
- Familiarising yourself with the Connect Wise PSA system and updating customer site documentation
- Maintaining the Connect Wise customer information database
- Providing advice and guidance to clients in line with industry best practice
Competencies:
- Minimum of three years experience working in a similar role
- Excellent technical knowledge of server hardware and Microsoft Server operating systems
- MCSA certification and CCNA certification a distinct advantage
- Knowledge of Microsoft operating systems and related applications
- Excellent knowledge of Hyper-V or competing virtualization platform
- Experience with Office 365 Migrations an advantage
Behavioural competencies:
- Ability to work on own initiative and as part of a team
- Ability to learn quickly new technologies
- Experience of working under pressure and good problem-solving skills
- Participating in project work as assigned by support team lead and management
- Being professional, polite, courteous, and clear when dealing with customers
- Continued education and examinations to become a more valued team member
- Self-starter with ability to work on own initiative
- Ability to prioritise and remain results/output orientated
- Strong administrative and reporting skills
- Excellent interpersonal and communication skills