Senior Support Engineer (Tier 3)

Expiring today

25000.00 - 29700.00 GBP Annual
27 May 2021
24 Jun 2021
IT, IT Support
Contract Type
Full Time
Our client is an award-winning, Scottish based company with Offices in Edinburgh and the Borders that delivers great value market-leading internet, Telephony and IT managed services to small and medium-sized businesses throughout the UK with fantastic customer service. They have expanded as a business after acquiring a new Edinburgh based business which has allowed them to expand their service offering.

Newtown St Boswells or Edinburgh office.

We don't want to micromanage; we want you to join our team and be good at being you therefore we are looking to recruit staff who will work in the office 2/3 days per week and at home the remaining days of the week. We firmly believe that our people are our business and we're proud of the 'One Team' culture we've created at Our client.

Duties and Responsibilities:


General IT support, dealing with hardware and software, networking, connectivity and telephony enquiries as part of a small team of staff, to deliver and communicate a professional high-quality service level to end users within agreed SLA's

Routine server maintenance and monitoring

Liaise with 3rd Party suppliers and escalate support tickets through the relevant teams while keeping the customer informed.

Management of own ticket and change requests in ConnectWise ensuring all notes and details are up to date and accurate.

Adhering to formal processes

Management of time in line with SLA, agreements, and billable hours.

Liaise with 3rd Party suppliers as well as Tier 3 and escalate support tickets and Change requests through the relevant teams whilst keeping the customer informed.

Completing tickets and Change requests from initial contact through to completion for all customers, ensuring all agreed processes are adhered to

Ensure that the billing handovers are completed in an accurate and timely manner

Ensure that all requests for support assigned to you are being dealt with according to agreed procedures.

Ensure that the use appropriate tools and methodologies are being used.

Ensure that you are drafting documentation for support

Ensure that appropriate software and tools are being used to complete tickets and Change requests in an efficient manner
Ensure that the customers are being updated regarding ongoing ticket and change requests on a regular basis

Ensure that you are managing your time effectively on a daily, weekly and monthly basis

Participates in support and Operations meetings where appropriate

Ensure that you conduct yourself in a professional manner

Ensure that you are managing your time on tickets and change requests in the most efficient manner

Ensure that you have the ability to complete Communication, Voice and Managed Service's tickets and Change requests


Ensure that you are meeting internal and external SLA's

Maintaining ConnectWise/IT Glue as a single source of data, ensuring all data is maintained to a high standard.

Ensure that all timesheets are accurate and completed

Ensuring you are skilled enough to recognise upsell opportunities

Contribute to and meet KPI targets set out for the Support team

Managing and ensuring that we are meeting all expectations that have been set for internal and external customers

Ensure that you are managing your time on support effectively and efficiently.

Responsible for ensuring that processes and procedures are followed

Demonstrates company's core values and operates within these principles

To participate in and promotes the core values of Our client

To follow company's health and safety policies and procedures; report any safety issues; and participate in the company's objective to be a safe and healthy workplace


Supports and encourages Team members to better understand, develop new skills and improve existing onesContribute towards the operating plan by suggestion and delivery of actions.

Ensure that all company values and principles are promoted and adhered to

Support other teams, when required and ensure we always demonstrate a "One Team" approach

Promote social media strategy

Actively drive the Upsell to ensure compliance and delivery of the Company KPI's

Conduct themselves in a manner that promotes Our client positively


Previous Support experience within the IT/Telecoms industry an advantage.

Knowledge of hardware install and removal, fault and troubleshooting

Understanding of remote support methodology

Understanding of hosted Cloud Solutions

Implementing and supporting Microsoft 365 Services (Exchange, Teams, Sharepoint and OneDrive

Azure AzureAD

Intune experience

Windows Server Support (2012, 2016 and 2019)

Windows 10 Desktop Support

Active Directory administration

Backup & Disaster Recovery

WAN Topologies and Connectivity

Monitoring and Alert remediation

Experience supporting a busy helpdesk dealing with escalated issues.

Cyber Security Skilled

Ideally experience working for an MSP

Outstanding communication skills

High standard documentation methods

Provides 5-star service