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    Support Engineer - London, United Kingdom - Stridon

    Stridon
    Stridon London, United Kingdom

    2 weeks ago

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    Description

    Job Title:
    Support Engineer I

    We promote a culture that is collaborative, engaging, focussed on teamwork and fun, and we do this, whilst producing the highest quality services and solutions for our clients.

    We support all our team members to thrive in this environment and expect everyone to be accountable to our values, and one another.

    As a Support Engineer at Stridon, your primary purpose is to ensure the seamless operation of technology solutions for our clients in the professional services sector.

    You will play a vital role in delivering exceptional customer experiences, covering remote and onsite support, management of endpoint devices and solutions, management and maintenance of cyber security tools, support and administration of on-premises and cloud infrastructure and network maintenance and troubleshooting.

    A passionate believer in providing exceptional customer service and building positive rapport with everyone you connect with daily.

    Provide day to day support for our fully managed clients, both deskside and remotely, ensuring their technology needs are met promptly and effectively.

    Respond to help desk inquiries, support requests and infrastructure alerts via phone, tickets and Teams based support channels using our professional services automation tool, demonstrating patience, empathy, and technical expertise.

    Support our managed infrastructure and cyber clients, through daily proactive management tasks, as well as in response to incidents and monitoring alerts covering minor issues to major business critical incidents.

    Operate to defined SLA, OLA and KPI models, in alignment with ITIL best practice and client commitments.

    Develop and maintain documentation and knowledge management of client and internal systems and processes, using designated documentation tools such as IT Glue and Lucid Charts.

    Deploy patches, firmware and software updates to business critical internal, cloud and on-premise infrastructure.
    Configuration and deployment of desktops, laptops, mobile, tablet devices and server operating systems.
    Continually seek to learn and stay current with the latest technology.

    Based on a shift pattern, providing support from 8am to 7pm 5 days a week, and 9am to 5pm on a Saturday.

    Join the Out of Hours rota supporting all clients 7 days a week until 10pm (once probation is passed).

    Industry qualifications are desirable, in particular any current Microsoft certifications.
    Experience supporting the following
    Microsoft Operating Systems - Windows 10/11, Windows Server
    Advanced skills in troubleshooting Windows 10/11 operating system performance issues using tools such as Sysinternals
    Microsoft 365 applications and services, including Office 365, Sharepoint, Teams, Exchange Online, Planner, Forms, OneDrive for Business
    Active Directory/Entra ID support and administration
    Exchange Online, Sharepoint and OneDrive for Business administration
    Teams and Teams Phone administration and configuration
    Endpoint management tools such as Intune and SCCM
    Packaging, deployment and configuration of applications
    Administration of multi-factor authentication solutions such as Cisco Duo or Microsoft Authenticator
    Networking fundamentals, including TCP/IP, DHCP and DNS
    Expertise in the use of monitoring tools, such as network monitoring systems to evaluate system performance and triage issues
    PowerShell and other scripting languages
    Intermediary understanding of the breadth and depth of services available through the Microsoft 365 cloud and how these services interact with one another
    Basic understanding of Microsoft Azure functionality
    ITIL v4 Foundation
    Strong organisational skills, detail-oriented, and ability to handle multiple and ever-changing priorities in a dynamic support environment.
    Ability to adapt to a multifaceted role, balancing both reactive support and proactive initiatives.
    Competitive salary based on experience and qualifications.
    ~25 days holiday
    ~ Performance-based incentives.
    ~ Non-contributory pensions scheme (8% by company)
    ~ Aviva Life and Health Insurance (Critical illness, Income Protection & Life Insurance)
    ~ Full on the job training and support.
    ~ Fun working environment and culture.
    ~ Great opportunity for advancement.
    ~ There is a degree of flexibility around the hours of work, but the company requires 5 days per week Monday to Friday.
    ~ Office location in Shoreditch, London with hybrid working arrangements available
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