Information Technology Support Engineer

XML is steadily and rapidly expanding globally. We are an innovative and solution-driven organization and we are dynamically altering the way our clients access our services. Our business has grown exponentially, evolving from a service provider to a software platform as part of our mission to become the category leader. We are looking for an information technology support engineer.

PRIMARY RESPONSIBILITIES OF AN IT SUPPORT ENGINEER:

• Support and coordinate the IT aspects of the Onboarding and Offboarding processes, including sourcing the relevant equipment for rapid dispatch and remote set up on a global scale.

• Provide remote support services for involving Microsoft’s core business applications: Windows Server, Microsoft Office 365 products, including Exchange Online, Share Point Online and Office software. Also including our virtual environments built on Microsoft, and VMware.

• Provide technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, security and VoIP telephony solutions.

• Remote access solution implementation and support: VPN and Remote Desktop Services.

• Engineer and implement system solutions for colleagues using technologies that meet their specific requirements.

• Support a wide variety of customer-specific line-of-business applications.

• Implement and support disaster recovery solutions.

• Coordinate system documentation and consulting services to include system reviews and recommendations.

• Utilising the ticketing system to track and resolve colleague queries and support requests in line with our KPI’s.

SECONDARY RESPONSIBILITIES:

• Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry knowledge, skills, and/or abilities required.

• System monitoring and remedial actions as required.

• Communication with colleagues as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.

• Participating, coordinating or managing ad-hoc projects when required.

QUALIFICATIONS OF AN INFORMATION TECHNOLOGY SUPPORT ENGINEER :

• Proven experience as 2nd line IT support.

• Demonstrable in-depth experience with Microsoft Office 365 products, including Exchange Online, SharePoint Online, and Office software. Experience with Microsoft Azure environment / Azure AD. Understanding of VoIP technologies.

• Good knowledge of networking, including WAN and LAN connectivity, routing, switching, DNS, etc

• Microsoft Server technology experience, incl. Hyper-V, DHCP, DNS, licensing, and familiarity with virtualization technologies in general.

• Desktop and laptop hardware provisioning and troubleshooting.

• Demonstrable cyber security awareness, incl. Cyber Essentials scheme.

• Possesses the ability to operate autonomously with Excellent organizational skills.

• Deadline-focused and able to prioritize workload effectively.

• Able to manage a sizeable workload in a fast-paced environment.

• High sense of ownership and urgency, with a proven experience of delivering the objectives and goals required by an ever-developing business.

• Self-motivated, forward-thinking, and tenacious. Able to take initiative, develop a vision and carry it through.

• Strong communication skills, able to work with a variety of different people at different levels both internally and externally.

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