Senior Onsite Technical Support Engineer

ZipRecruiter; London; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading company is seeking an Onsite Senior Technical Support Engineer to provide technical assistance to users. The role involves troubleshooting, managing ticket queues, and maintaining systems. Ideal candidates will have extensive IT experience, particularly in systems maintenance and user support, and possess strong communication skills.

Qualifications

• +4 years of IT experience in enterprise environments.
• 3+ years of systems maintenance and technical support experience.

Responsibilities

• Provide on-site technical support and troubleshoot issues.
• Manage ticket queue and ensure timely responses.
• Evaluate operational efficiency of IT systems.

Skills

Troubleshooting

Communication

Critical Thinking

Tools

Windows Server

MS Exchange

Active Directory

MDM

VMware

Citrix

Job description

Job Description

The Onsite Senior Technical Support Engineer provides technical assistance to computer system users. Responsibilities include answering questions or resolving computer problems for Clients in person, via telephone, or from remote location as well as providing assistance concerning the use of computer hardware and software, printer installations, word processing, electronic mail, and operating systems.

• Provide on-site technical support to system users by troubleshooting issues and working directly with vendors to resolve major hardware and software problems.
• Maintain systems, install new equipment, and make modifications to client infrastructure as requested.
• Able to troubleshoot mobile devices (setup, email and security tokens).
• Assist system users by confidently troubleshooting Tier 1-Tier 3 issues, including: Active Directory, MS Exchange, O365, MDM, SharePoint and DNS.
• Evaluate client’s operational efficiency of different IT systems and recommend improvements.
• Manage ticket queue by manually documenting, tracking, and monitoring problems while ensuring all tickets are responded to and closed in a timely manner.
• Interact with RFA clients using clear and concise communication in order to facilitate ticket status updates and product availabilities.
• Manage MS Exchange environments and Active Directory (e.g., add, delete, change) as needed and keep up-to-date.
• Effectively demonstrate a sense of urgency while acting in a professional, calm manner and manage appropriate and realistic expectations to ensure overall client.
• Leverage critical thinking skills to evaluate all possible solutions and use appropriate judgement to apply most effective resolution methodology.

Qualifications

• +4 years of related IT experience in an enterprise or server based environment.
• Must have 3+ years of recent systems maintenance and end user technical support experience.
• Financial services industry and MSP experience .
• Excellent desktop and server troubleshooting skills.
• Strong hands-on experience in Windows Server, MS Exchange/365, Active Sync, Active Directory, LAN/WAN, MDM and Microsoft Office Suite
• Knowledge of VMware, Citrix, MDM (Mobile Device Management), Disaster Recovery, Cisco, SAN (e.g., EMC, Equallogic), and Cyber Security (e.g., IPS, IDS).
• Impeccable verbal/written communication.
• Exhibit a high-level of professionalism and sound judgement.
• Experience with ConnectWise or similar ticketing system .