IT Support Engineer

What will you be doing?

You could be supporting our clients over the phone accessing their system remotely, or providing support for one of our many cloud offerings; Office 365 being the primary solution many of our clients use. Also, when required, support clients on-site either for technical support, new project advice or offering solutions; delivering a 1st class service that our customers can rely on.

You will be based in our Salisbury office.

Who are we?

Established in 2005, we have a team of more than 60 working extensively in both Private and Public Sectors, with large and small businesses and organisations across the UK and overseas. We also work in the Medical Sector on a World Health Initiative developing technology to fight infectious diseases.

We design and build websites, applications, intranets and mobile apps, and also manage and maintain hosting environments, supporting 200+ business websites and web environments for the NHS and Councils.

We are accredited with ISO 9001, ISO 27001 Information Security & ISO 13485 Medical Devices Quality Management Systems. Through our full-time dedicated team, we offer a complete end-to-end digital service.

Your responsibilities

• Recording all chargeable and non-chargeable activity in a time recording system
• Handling customer queries on the phone, remotely, and face to face
• Maintaining client documentation
• Adherence to SLAs
• Liaising with 3rd party suppliers
• Accurate quoting for hardware and labour costs
• Regular communication with clients concerning ongoing issues
• Maintenance activities on client systems (often out of hours)

Essential skills and criteria required

• Microsoft server and desktop operating systems from 2008 – 2019 / 7 - 10
• Basic network diagnosis and troubleshooting
• Remote Access VPN setup, troubleshooting, and diagnostics (RRAS, WatchGuard, Draytek)
• Strong written skills to enable technical and commercial document writing
• Excellent customer facing skills
• Experience with Microsoft 365 administration, including Teams, OneDrive, SharePoint Online
• Exemplary telephone manner and general communication
• Ability to analyse and interpret client requirements
• Pride in personal appearance

Desirable skills and criteria

• GCSE or equivalent (preferred)
• Technical support: 1 year (preferred)
• Customer service: 1 year (preferred)
• Microsoft certifications would be advantageous
• VMWare and Hyper-V deployment, troubleshooting and support
• WAN, LAN, WLAN, NAT, Firewalls, and other proprietary networking equipment
• Microsoft RDS administration, troubleshooting and deployment
• MS Exchange 2010 - 2016 administration, troubleshooting
• Domain DNS administration
• SQL – Basic administration
• MDM – Experience with either MS Intune or other MDM solutions
• Knowledge of Backup solutions – Arcserve, Acronis & Veeam hosted
• Previous experience of working for a Managed Service Provider
• Autotask Ticketing system
• Datto RMM

What will you get in return?

It’s an exciting time to be a part of Blue Frontier. We’re constantly expanding our team and our service offering of Technical Support. You’ll have the opportunity for personal development with an allocated training budget and career progression opportunities.

We’re a sociable bunch who enjoy fast food and casual dress in the offices each Friday, with frequent social events at team and company level.