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Our client, Timeless IMS, has evolved over the last fifteen years from being an IT support company, supporting both single homes to large multi-site corporations offering Intelligent Managed Solutions across four key areas of technology; Intelligence, People, Security and Cloud.They are currently recruiting a Senior Technical Support Engineer.As the successful candidate:You will be responsible for managing and growing a technical team delivering first-class telephone, remote and on-site support to our customers across varying sectors. You will also be expected to complete project work in a team and independently to strict deadlines. You will resolve incidents using Autotask Service ticketing software. You will be required to monitor, manage, and contribute to the operation of our advanced RMM software.You will have several tasksPrimary, you will manage and grow their small technical support team and provide 1st to 3rd line technical support and onsite project work for their clients within set SLAs; this includes (but is not limited to):Monitor and analyse Service Desk performance metrics, identifying areas for improvement and implementing appropriate measures.Work alongside the operations manager to grow and develop the Technical TeamWork alongside the sales department with pre and post sales queries.Manage and train technical staff and outsourced helpdesk.Respond to Client service requests by providing remote desktop and server support within support agreement targets (SLAs)Support Microsoft 365 issues and change requests.Create and maintain requests in our ticketing system raised by the customer via telephone and email.Manage own daily schedule by working through the service board and monitor, categorise, and setting the priority of incoming ticketsCommunication with customers required: keeping them informed of incident progress, notifying them of impending changes or agreed outagesTroubleshoot and resolve issues with Microsoft / MacOS operating systemsProactively review alerts originating from customer infrastructureAdminister and support on-premises/Azure Active DirectoryBuild and configuration of both physical and virtual machinesProvide networking support for routers, switches, firewalls, wireless access pointsMonitor and manage security software and cloud tools (Microsoft 365/Watchguard)Backup creation and administrationPerform preventative maintenance activitiesMaintain our documentation systemEscalation of tickets to the relevant persons or team as necessaryKeep customers regularly updated, both via our ticketing system and telephoneSupporting Project Managers with the preparation and delivery of projectsComplete project tickets and phases as assignedMake sure new/pending tickets do not exceed our SLA by picking up unassigned ticketsVisit customer premises when necessaryStay up to date with advances in technologyPlace of WorkOffice Based Ashford, SurreyHours of WorkMonday to Friday (8:30 to 5:30 with 1-hour lunch)Out-of-hours support (when required)SkillsAll candidates must have the following knowledge to an excellent level of the following skills and at least four years of experience in a similar role.Desktop and server hardwareMicrosoft Windows 10/11Microsoft Office desktop apps (to the latest version)macOS (to the latest version)Microsoft 365, including Exchange, SharePoint, OneDrive, Teams and AzureSwitches and firewallsNetworking knowledge (TCP/IP, DNS, DHCP and VPN)Use and management of RMM softwareNetwork Security (Watchguard experience Preferable)DesirableExperience with building and/or maintaining a Service DeskAdvanced networking (VLANs etc.)Active Directory / Azure Active DirectoryMicrosoft Windows ServerMulti-Factor AuthenticationCyber Essentials understanding and complianceEndpoint ProtectionPersonal SkillsClear and fluent English (written and spoken)Excellent customer service and communication skillsAbility to manage and prioritise tasksTimekeeping and time managementWork as a team and independentlySelf-motivated, resourceful, and keen to learn and share knowledgeAbility to lead by example - developing and maintaining a respectful and inclusive working environmentAbility to plan, organise and adapt to changing job tasks within own roleStrong analytical, logical, and troubleshooting skillsStrong efficiency skills, with the ability to multi-task in a fast pasted environmentFlexible approach to working hoursQualificationsAt least four years of experience in a similar role (essential)CompTIA A+/Network+/Security+ (desirable)ITIL Foundation (desirable)Salary: Neg depending on experience