Senior it support engineer

About us Clever IT is a growing company committed and motivated in providing first class IT support and solutions to businesses throughout the UK. We are looking to appoint an enthusiastic, commercially aware Senior Technician to join our friendly and dynamic support team providing on site and remote IT Support to our customer base. Duties and Responsibilities Providing 2nd/3rd line technical support across our customer base via phone or email. Record and update all incidents and problems thoroughly through the company’s ITSM system Take ownership of all support tickets whilst adhering to first response and fix SLAs as part of the support procedure Communicate effectively to ensure swift resolution at both technical and end user level Maintain elevated levels of customer service for all support queries. Maintain accurate resolution documentation in our knowledge base repositories Train and mentoring our 1st line team to ensure a build-up of their knowledge Liaise with 3rd party solution providers and develop excellent working relationships Proactively involved in the planning and delivery of projects, remaining adaptable to the needs of the project. Attend customer sites and committing repairs/new installations of equipment such as Firewalls, Servers, Workstations. Person Specification The successful candidate will be comfortable working as part of a team and on their own using their own initiative Two year’s equivalent work experience within an IT Support / Managed Service Provider environment. Be able to remain calm under pressure Excellent problem-solving skills working in a logical methodical style with the ability to identify root cause and implement controlled changes Have strong interpersonal skills enabling good verbal and written communication Strong organisational skills are necessary with the ability to manage and prioritise multiple tasks simultaneously Be flexible in their approach to travel and projects undertaken Be driven to learn new tech and self-improve Understanding of ITIL best practice Technical Skills Essential A full UK driving licence Microsoft Windows Strong working knowledge of Windows Server Environments DNS and DHCP Deep working knowledge of Active Directory etc. Ability to recognise when an AD is not set up as it should be and suggest changes Continuous improvement work Desktop OS, Windows 7/8/10/11 Remote Desktop Services experience such as VDI Good understanding of network infrastructure Design and implementation of server infrastructure + upgrade experience Microsoft 365 Google Workspace Microsoft Azure Familiarity with Firewalls, configuration and installation. Desirable Familiarity with Autotask PSA, RMM Knowledge of ESET Anti-Malware solutions Macintosh support and deployment Familiarity with Fortinet Firewalls Strong working Knowledge of ESET technologies. Additional Benefits of the Opportunity Modern office close to motorway links Health Shield Challenging and progressive position supporting customers across the UK Very competitive pence per mile rate on travel Job Types: Full-time, Permanent Salary: competitive salary Work remotely No Job Types: Permanent, Full-time Salary: £26,000.00-£32,000.00 per year Benefits: Company pension Schedule: Monday to Friday Education: GCSE or equivalent (preferred) Experience: IT Support: 2 years (required) MSP: 2 years (required) Work authorisation: United Kingdom (required) Work Location: In person