The Opportunity
- Join a growing IT services business as it builds out a new technical support team.
- This is a hands-on role for an experienced Network Engineer who enjoys solving complex infrastructure problems, taking ownership of client environments and getting involved in project work rather than simply closing tickets.
- There is genuine room to grow. The role could suit an established Tier 2 Engineer ready for more responsibility, or someone already operating close to Tier 3 level who wants a clear path into a senior technical or Technical Manager position.
- You will work across support, infrastructure, networking, server environments and client projects, giving you broad exposure and the opportunity to make a visible contribution to the team.
- Core technology includes: Windows Server, Active Directory, Microsoft 365, DNS, DHCP, IIS, PKI, VMware, Hyper-V, Exchange, SAN/NAS, VLANs, routing, firewalls, LAN/WAN/MPLS, WiFi, Sophos, Barracuda, Veeam, Acronis, PowerShell, Microsoft Azure and Fortinet.
Responsibilities
- Take ownership of escalated technical support issues and drive them through to resolution.
- Deliver reliable technical support in line with agreed SLAs.
- Troubleshoot and support client server, network and infrastructure environments.
- Implement infrastructure changes, upgrades and migrations.
- Work on hardware, software, Wintel and virtualisation projects.
- Support project planning, implementation and delivery.
- Assist with project scoping and pricing during the pre-sales stage.
- Prepare Statements of Work, deliverables, project plans and timelines.
- Keep clients informed throughout incidents, changes and project work.
- Proactively identify opportunities to improve the performance, stability and security of client environments.
- Document technical processes and procedures to improve consistency and repeatability.
- Build strong working relationships with customers and internal teams.
- Work in server rooms and data centres when required, including hardware installation and racking.
- Understand client requirements and translate them into practical technical solutions.
Requirements
- 6+ years of experience within IT support, ideally gained in an MSP or a combination of internal and external support environments.
- Hands-on experience with Fortinet FortiGate firewalls and network security.
- Strong hands-on experience with Windows Server 2012 R2, 2016, 2019 and/or 2022.
- Intermediate to advanced knowledge of Active Directory, DNS, DHCP, Routers, Switches, IIS and PKI.
- Good working knowledge of VMware vSphere and/or Microsoft Hyper-V.
- Experience with Microsoft 365, Exchange Online, Entra ID, Intune and Azure.
- Solid understanding of IP addressing and subnetting.
- Working knowledge of SAN and NAS storage environments, backups and disaster recovery, ideally Veeam or Acronis.
- Good understanding of VLANs, routing, firewall behaviour and packet shaping.
- Understanding of LAN, WAN and MPLS environments.
- Experience supporting WiFi solutions.
- Working knowledge of Microsoft Exchange.
- Exposure to endpoint security, EDR and remote monitoring tools such as Sophos, Barracuda or equivalent solutions.
- PowerShell scripting and automation skills.
- Comfortable working in server rooms and data centres.
- A structured approach to incident, request and change management, ideally within an ITIL-based environment.
- Experience guiding engineers and delivering technical infrastructure projects.
- Strong written and verbal communication skills, with the confidence to communicate directly with clients.
- Able to take ownership of technical problems, manage priorities and see work through to completion.
Preferred Certifications
Preference will be given to candidates who hold one or more of the following:
- Fortinet NSE 1, NSE 2 or NSE 3 certification
- Microsoft Azure Fundamentals certification
- Additional certifications such as A+, N+, Microsoft, MS 365, VMware, Hyper-V, Veeam, Sophos, ITIL, or Acronis will be advantageous.