Senior Support Engineer

Simplify IT Solutions Ltd; Alcester; Hybrid; GBP 32,000 - 46,000; Full time

Job summary

Simplify IT Solutions Ltd. is expanding its support team at our head office in Alcester. You will join a small, versatile team handling tickets and delivering infrastructure support across Windows, storage, networking, and virtualized environments.

There are opportunities to cross-train, attend training, and gain vendor certifications (NetApp, VMware, Cisco, Microsoft). The role supports hybrid working (60% office / 40% home) after probation, with some site visits.

Qualifications

• All candidates must be proficient in basic service desk concepts.
• Strong knowledge of Windows Server / Desktop troubleshooting.
• Good understanding of basic network, firewall and virtualization concepts.
• Previous senior support experience is required.
• Self-motivated, enthusiastic and dependable.
• Good telephone manner and communication skills.
• Willingness to be on an out of hours on-call rota.
• Ability to install equipment at customer sites.

Responsibilities

• Manage incoming support tickets for multiple customers.
• Provide infrastructure support across Windows Server/Desktop, Storage, Networking and Virtualised Environments.
• Work with MSP services and access consultancy support as needed.
• Gain exposure to multiple technology stacks and cross-train as required.
• Attend internal/external training to obtain vendor certifications.

Skills

Service desk concepts

Windows Server/Desktop troubleshooting

Networking / Firewall / Virtualisation

Senior support experience

End user devices management

Microsoft 365

Entra ID authentication

DNS / TCPIP

Endpoint Protection / Intune

Other operating systems knowledge

Type 1 virtualization

Tools

NetApp Data Storage

Cisco

VMware

Converged Architecture

Job description

Due to the continued growth of our support services customer base, we are looking to expand the support team further seeking a talented, self-driven individual who wishes to contribute to our ongoing success.

The role is primarily focused on support of multiple customers and is primarily based in our head office in in Alcester in Warwickshire.

Whilst working remotely is permitted for some periods this is predominantly an office based role on a maximum of 60%/40% split of in office and home working, with some customer site visits also required.

This role is aimed at an experienced engineer that has been exposed to multiple desktop and server technologies providing support to internal or external customers. This role is particularly suitable to people already working in an existing MSP environment and looking for to support a portfolio of technologies, or a person currently working at third line in a single customer environment, such as an internal support service.

The role will primarily involve managing incoming support tickets but also provide infrastructure support and management across many customers, covering Windows Server / Desktop, Storage, Networking, and Virtualised Environments.

As a member of a small team, the work is varied and may require simply following a process to resolve an issue or may stretch the engineer to find their own solutions to problems in products they have not seen before. You will also have direct access to our consultancy services to assist where needed.

You will gain access to multiple technology stacks with opportunities to cross-train into new technologies.

As the candidate’s knowledge and experience grows, there will be opportunities to attend both internal and external training courses and to gain certifications in NetApp, VMWare, Cisco, Microsoft, and other technologies as required by the business.

As new products are adopted by the company these will also be added to the portfolio, especially around managed services, security, and cloud-based products. As we deal with multiple technologies this role would suit an individual that is willing to apply their knowledge to multiple technology streams and become a good all-round engineer.

Simplify IT believe in their staff achieving and maintaining their vendor accreditations that ensure they are proficient in their product support, but also this benefits the company to attain partner status. To this end the role pays for all relevant training and certifications achieved above the basic salary and actively encourages and rewards accreditation.

Why Work for Simplify IT?

Simplify IT Solutions head office is based in Alcester, Warwickshire. The company was created by two exceptionally talented IT engineers with a flair for technology & business. Simplify IT specialise in NetApp Data Storage, Cisco and HPE Compute and Converged Architecture and are now recognised as leaders in our market.

You will get the opportunity to work side-by-side with our account managers and consultants, whilst being involved throughout the entire sales lifecycle. We pride ourselves on having one of the most highly skilled sales and technical teams in the UK, which encourages innovative thinking and strong career progression.

• All candidates must be proficient in basic service desk concepts.
• Have a good knowledge of Microsoft Windows Server / Desktop troubleshooting knowledge.
• Have a good understanding of basic network, firewall, and virtualisation concepts
• Have previous senior support experience.
• Self-motivated, enthusiastic, and dependable.
• Good telephone manner.
• Willing to be available as part of an out of hours on-call rota
• Able to physically install equipment on customer sites

The ideal candidate would have the following experience

• Working with end user devices and device management solutions
• Knowledge and experience of Microsoft 365 application suite
• Experience with Entra ID authentication
• Basic networking knowledge
• Experience with either Microsoft Endpoint Protection/Intune
• Technical understanding of TCPIP and DNS
• Other operating systems knowledge is an advantage
• Experience with type 1 virtualisation (any vendor)
• Hybrid working between head office and home (60/40% split after probation)
• Job Types: Full-time, Permanent