IT Support Consultant

Up to £35,000 DOE

We are looking for a suitably experienced person for the role of IT Support Engineer with our IT & Telecoms client. This is a hybrid role being based out of their office in Glasgow, out at customer their customers premises, and also from your own home where you can work remotely from. We are looking for an experienced technician who has supported o365 users and who ideally also has some experience of providing recommendations on technical solutions and builds.

This role would be suited to an IT technician who has previously worked within an MSP environment and who would enjoy the varied aspect that this role will bring, from providing your main duties of 2nd and 3rd line technical support, to also accompanying sales colleagues at meetings with customers to help provide a more technical insight if required. Applicants must have a driving licence as solo travelling to and from client premises is also required and is an integral part of the role and you will have access to a company vehicle for this.

Duties will include:

• Providing end-user support both remotely and on-site

• Supporting the sales teams in the recommendation of suitable products and services which will provide genuine benefit to customers

• Attending customer meetings alongside commercial colleagues and answering technical questions in regard to propositions that have been put forward

• Supporting in the creation of quotes

• Providing technical support through the onboarding of new customer products

• Keeping customers regularly updated, keeping them informed of incident progress, notifying them of impending changes or agreed outages

• Escalating service or project issues that cannot be completed within agreed service level timeframes

• Completing scheduled tickets in a timely manner

• Updating customer documentation on the CRM

Experience required:

• Two years+ experience as an IT Engineer working within a Managed Service Provider environment

• Have supported the full o365 suite

• End point manager experience

• Network troubleshooting skills with routers, firewalls, switches, and WAN connectivity

• Strong working knowledge of Microsoft server products including Microsoft Server, Hyper-V, Microsoft Exchange

• Mobile Device Management solution experience

• Desirable - Associate or professional certifications (Microsoft, Security, Networking)

• Advantageous - Experience of N-able, Exclaimer and Mimecast

• Advantageous - Cisco Meraki, Ubiquity and SonicWALL firewalls

• Advantageous - Experience of virtualisation technologies

Core Competencies:

• Exceptional communication skills

• The ability to work in a team and communicate effectively

• Customer facing experience

• Flexible in approach to resolving customer issues

• Product and service awareness

• Understanding of support tools, techniques and how technology is used to provide IT services

• Self-motivated, with the ability to work in a fast-paced environment and deal with change or pressure when it arises

Applications will be treated with the strictest of confidence. If you feel that you meet the requirements for this role and would like to apply, please do so through the link provided and please also provide your CV in Word format. Please note that due to application levels and the specific requirements for this position, only the most suitable applicants can normally be contacted for further progression.