About the position
DUTIES:
Client Support
- Provide professional technical support to managed service clients via remote support and on-site visits.
- Take ownership of service requests and incidents from initial logging through to successful resolution.
- Assess, prioritise and investigate incidents in accordance with agreed Service Level Agreements.
- Escalate issues appropriately while maintaining ownership and keeping clients informed throughout.
- Deliver a consistently positive customer experience through clear communication and professionalism.
Infrastructure Management - Install, configure, maintain and support client hardware, operating systems, cloud services and applications.
- Monitor and maintain client infrastructure to maximise availability, security and performance.
- Implement routine maintenance including OS and firmware updates, patch management and health checks.
- Maintain backup, disaster recovery and business continuity solutions.
- Implement and maintain cybersecurity best practices across managed environments.
Documentation & Knowledge - Maintain accurate technical documentation for every client environment.
- Record sufficient technical detail within service tickets to enable efficient collaboration and escalation.
- Develop and maintain knowledge base articles and standard operating procedures.
- Share knowledge proactively with colleagues to strengthen the team's overall capability.
Continuous Improvement - Identify improvement opportunities in client environments.
- Standardisation, automation and proactive maintenance.
- Keep current with Microsoft technologies, cybersecurity developments and industry best practice.
- Complete allocated technical training and certifications.
Desired Skills:
- Microsoft 365
- Azure
- MSP
- Windows Server
- System Support
Desired Work Experience:
Desired Qualification Level:
About The Employer:
Join a high-performing team committed to delivering exceptional technology services to clients who rely on IT to support their daily operations. They are currently seeking a Systems Engineer to provide expert technical support, trusted advisory services, and proactive infrastructure management to managed services clients. This role requires a strong combination of technical expertise, customer-centric service delivery, and problem-solving ability. The successful candidate will take ownership of incidents, service requests, and infrastructure enhancement initiatives from initial assessment through to successful resolution, ensuring solutions are delivered efficiently, professionally, and in line with business and commercial objectives.
