Support Services Engineer

Advania UK; Manchester; Hybrid; GBP 26,000 - 29,000; Full time

Job summary

Advania UK in Manchester is seeking a Support Services Engineer to join our team. This varied role supports a range of clients with their IT needs and is ideal for an experienced IT engineer looking to grow with an expanding organisation.

The salary is between £26,000 and £29,000 per year. We operate a hybrid policy, balancing office and home working. The right candidate will have experience with M365, Azure/Azure AD, Intune, Windows Server and security-minded IT support.

Qualifications

• Good experience providing technical support in a commercial environment.
• Excellent communication and interpersonal skills.
• Previous experience in joiner, mover and leaver provisioning.
• Experience with NTFS and Share permissions assignments.
• Experience with mailbox/calendar sharing and permission assignments.

Responsibilities

• Responding appropriately and dealing with queries or complaints in an effective manner
• Taking ownership of incidents or requests allocated to them or their relevant virtual team ticket queue and professionally managing them through to resolution or escalation
• Asking targeted questions and applying accurate troubleshooting
• Contributing fully as an active team member and ensuring personal and team objectives are achieved
• Collaborating with other teams to maintain standards and functionality
• Troubleshooting, maintaining and supporting a wide range of systems
• Ensuring Service level agreements (“SLA’s”) are met

Skills

M365

Azure/Azure AD

Intune

Windows Server

Antivirus

Remote access (AVD/VDI/VPN)

Job description

Position Overview

We are looking for a Support Services Engineer to join our team in Manchester. This is a varied role where you will have the opportunity to assist a range of clients with their IT support needs. This role would suit an experienced IT support engineer who is looking to develop their career in an expanding IT organisation.

Salary & Benefits

The budgeted salary for this role is between £26,000 and £29,000 per year, depending on experience.

Hybrid working

We recognise the benefits that remote and flexible working brings. We operate a hybrid working policy that allows our employees to balance time in the office and time from home. Each team within our organisation can decide how to implement this policy.

Responsibilities

• Responding appropriately and dealing with queries or complaints in an effective manner
• Taking ownership of incidents or requests allocated to them or their relevant virtual team ticket queue and professionally managing them through to resolution or escalation
• Asking targeted questions and applying accurate troubleshooting
• Contributing fully as an active team member and ensuring personal and team objectives are achieved
• Collaborating with other teams to maintain standards and functionality
• Troubleshooting, maintaining and supporting a wide range of systems
• Ensuring Service level agreements (“SLA’s”) are met

What Success Looks Like

• Achieving and maintaining 95%+ SLA compliance.
• Maintaining a customer satisfaction score of 90%+
• Completing all onboarding and technical training objectives while contributing to the team knowledge base

Qualifications & Experience

• Good experience of providing technical support in a commercial environment
• Excellent communication and interpersonal skills
• Previous experience in joiner, mover and leaver provisioning
• Experiencing with assigning NTFS and Share permissions
• Experience with mailbox/calendar sharing and permission assignments

The Right Candidate Will Have The Following Technical Experience

• M365
• Azure/Azure AD
• InTune
• Windows Servers (full range)
• Antivirus Products
• Remote access such as AVD/VDI, VPN

Any Formal IT Qualifications Would Be Advantageous

Please note, this role requires the ability for you to obtain CTC clearance (Counter Terrorist Check). For this reason, you will need to have resided in the UK for the last 3 years.

About Us

We are the tech company with people at heart. At Advania, we believe in empowering people to create sustainable value through the clever use of technology. As one of Microsoft's leading partners in the UK, specialising in Azure, Security, Dynamics 365, and Microsoft 365, we have a proven track record of success in delivering transformational IT services. Tech is created for people. Our services impact every part of life. We are passionate about understanding your issues, your business, your needs. Our business is built around understanding people, and our employees are empowered to act on this understanding every day.

Our Selection Process

We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law. Please do let us know if you’ll need any reasonable adjustments as part of the selection process by highlighting these on your application form. As part of our commitment to our clients we will need to carry out background checks, including a criminal record check, for all offers of employment. If you have any unspent criminal convictions or questions about the screening process, please notify your recruiter once the application has been submitted.