Senior IT Support Technician

We are seeking an experienced Senior IT Support Technician to join our Managed IT Services department. This senior technical role is suited to someone who can work autonomously, own, lead and collaborate on complex projects, mentor other engineers, and help shape processes within a growing department. The role remains hands-on with day-to-day supporting including answering calls and accurately logging tickets.

The role is highly customer focused, so the ability to build and maintain good customer relationships and in an honest and trustworthy manner is critical. Explaining complex scenarios in non-technical terms and providing customer guidance through technical issues is also a necessity within the role, as is a "get to the bottom of it" approach that sees issues get properly resolved.

The company has a small but fast paced team, meaning organisational skills with the ability to accurately multi-task is and manage customers expectation crucial to succeeding in this role. Contedia value team-players and therefore, it is important that you can recognise your own strengths and weaknesses and those of your colleagues, to help best achieve the department's goals. You should also be comfortable working entirely on your own initiative, especially where you or your colleagues are working with customers elsewhere.

As a senior member of the team, you will contribute to maintaining high engineering standards and promoting best practice across the department, acting as a knowledgeable point of reference for others., * Act as one of the final escalation points for complex technical incidents across infrastructure, networking, M365/Entra ID, and security

• Perform root-cause analysis and implement long-term preventative measures
• Occasionally approve, oversee, and review changes made by other engineers
• Log client support requests with accuracy and detail in our support ticketing system. Customers can request support via the phone, email or contact form on our website
• Manage, investigate, and resolve client support requests remotely (via phone or email) and on-site when necessary
• Manage and work on multiple tickets simultaneously
• Proactively work on our customer management dashboards ensuring supported client infrastructures have the latest software and firmware available applied
• Configure and install IT software and hardware

Lead end-to-end delivery of infrastructure projects including:

• Microsoft 365 migrations (Entra, SharePoint and Exchange).
• Server upgrades and replacements
• Network redesigns and firewall deployments
• Cyber Essentials, Cyber Essentials implementations and recertifications
• Author and Co-Author high-level designs for new customer environments and solutions
• Oversee junior and mid-level engineers working on your projects providing guidance where necessary
• Help develop junior and mid-level engineers with confidence and knowledge. Provide constructive feedback and support the continual improvement of the engineering team
• Act as a senior technical representative during customer meetings (remote and on-site)
• Build and maintain strong customer relationships based on trust, expertise, and reliability

Process, standards & documentation:

• Follow department and companywide work instructions whilst also contributing positively, with suggestions, to their evolution
• Support the Head of IT Services with identifying areas for operational and technical efficiency to support the department with its objectives of continuous improvement

Training:

• Complete annual training courses in software that Contedia use to provide high quality support services to customers

Do you have experience in iOS?, * A minimum of 5 years of commercial IT systems support, preferably in a similar SME or MSP type environment

• Proficient with Microsoft Office apps
• Strong experience with Microsoft 365, Exchange Online, SharePoint Online, Teams, and Entra ID
• Solid understanding of Windows Server, Hyper-V, DNS, DHCP, Group Policy and Active Directory Domain Services
• Installation, secure configuration, and administration of Windows desktop operating systems
• Strong networking knowledge understanding VLAN's, routing, VPNs, and wireless infrastructure
• Credible experience configuring anti-virus policies and resolving threats.
• Credible experience with backup technologies (at minimum configuring jobs and restoring file and folders)
• Credible experience in the provisioning and ongoing support of Microsoft 365 tenants, primarily Entra ID / Intune Exchange Online / SharePoint Online / OneDrive / Teams
• Confident in the physical aspects of IT engineering, including installing and organising equipment within network cabinets and server racks, and carrying out neat and professional patching

Personal attributes

Professionalism & values:

• Alignment with Contedia's core values - hardworking, humble, and able to put the needs of others before their own
• Conscious of personal appearance and hygiene in a professional environment.
• Calm and professional under pressure

Communication:

• Speaks and writes fluent English with strong grammar and understands how tone and wording impact communication
• Supportive, approachable, and team oriented
• Comfortable in a culture of healthy challenge, contributing constructively through open discussion and feedback

Work ethic & ownership:

• High levels of accountability - takes ownership and follows through
• A willingness to learn and you must be coachable

Organisation & attention to detail:

• Highly organised, tidy, and mindful, with strong attention to detail even in small tasks
• Strong organisational skills with the ability to manage workload independently

Desirable experience

• Knowledge and experience of other Microsoft products like RDS (Terminal Services) and services such as Azure
• Experience working with DrayTek and Sophos XGS appliances and OS
• Experience working with Arcserve/StorageCraft products (SPX and SaaS backup)
• Experience working with Sophos and Panda anti-virus products
• HP ProLiant and Fujitsu Primergy Server hardware
• HP, Fujitsu, Lenovo, and Dell client computing devices
• Comfortable navigating around and supporting mobile technologies (iOS and Android devices)
• Experience with at least one RMM platform
• Experience with 3CX or other VoIP systems

• £100 Joining bonus
• 5 Days holiday (rising to 28), plus all the usual bank holidays…oh, and your Birthday, too!
• Paid lunch break
• Contributory pension scheme
• Optional private health insurance
• Fully subsidised car parking
• Exclusive discounts with an optional Perkbox membership
• Eye-test reimbursement and contribution to eyewear
• Flu vaccination voucher
• Good coffee, tea, chilled and filtered water…oh and we have a fridge stocked with beer (alcoholic and non-alcoholic)
• Free fruit
• Flexible comfort breaks

Pay: £33,000.00-£37,000.00 per year