Role Overview
We are seeking a skilled and client-focused IT Support Engineer to deliver high-quality technical support across a diverse IT landscape. This role involves providing responsive and professional assistance to a range of users, ensuring the smooth operation of systems, resolving technical issues, and helping businesses leverage technology effectively.
You will work across a mixture of remote and on-site engagements, supporting infrastructure, cloud platforms, and user environments. This role is well-suited to a proactive professional who thrives in a dynamic, service-oriented setting.
Key Responsibilities
- Deliver remote and on-site technical support for a broad range of IT systems and services.
- Troubleshoot and resolve issues related to hardware, software, networking, and cloud platforms.
- Deploy, configure, and manage Windows servers, workstations, and network infrastructure.
- Set up and maintain VPN connections (client-based and site-to-site IPSec).
- Administer Microsoft 365 services including Exchange Online, SharePoint, OneDrive, and Teams.
- Perform regular monitoring, patching, and system maintenance tasks.
- Support infrastructure and cloud project delivery, from planning through to execution.
- Maintain clear documentation on system configurations, client environments, and incident resolution.
- Provide technical guidance to junior team members when required.
- Communicate directly with clients to ensure expectations are met and support experiences are positive.
Technical Expertise
- Microsoft Infrastructure: Active Directory, Group Policy, DNS, DHCP, IIS, Remote Desktop Services (RDS).
- Networking: VLAN configuration, routing fundamentals, switches, and firewall rules/policies.
- VPNs: Configuration and troubleshooting of remote access and site-to-site VPNs (IPSec).
- Operating Systems: Windows Server (20162022) and Windows 10/11.
- Cloud Platforms: Microsoft 365 administration and troubleshooting.
- Backup & DR: Knowledge of backup and disaster recovery in both physical and virtual environments.
- Security Tools: Experience with endpoint protection tools such as SentinelOne, CrowdStrike, ESET, and Fortinet security products.
- MSP Tools (Desirable): Familiarity with RMM/PSA platforms like NinjaOne, ConnectWise, Halo PSA, or Autotask.
Qualifications & Experience
- Minimum 3 years of experience in a technical support role, preferably within a managed service provider (MSP) environment.
- Strong diagnostic and troubleshooting skills with a proven ability to resolve complex technical issues.
- Excellent communication skills, with a strong customer-focused approach.
- Eagerness to learn and continuously develop both technical and interpersonal skills.
- Full UK driving licence and flexibility to travel to client sites when needed.
- Industry certifications (e.g. Microsoft, Fortinet, Dell) are advantageous.
- A relevant degree or equivalent experience in IT or a related discipline is preferred.
For more information, please contact Alice Armstrong at Hayward Hawk.
Skills:
Microsoft Windows Exchange VPN Networking
