This is a fantastic opportunity for an experienced 2nd Line Cloud Engineer to join an Award-winning technology provider based in the North East, providing leading cloud solutions and managed services to businesses across the region and UK-wide.
Synergi has seen substantial growth since its inception in 2013 and this appointment will add to our experienced service desk team to support our continued success.
Role, Duties & Expectations
- Provide advanced remote support for desktop systems and cloud platforms, contributing as a key member of the 2nd Line Service Desk team
- Troubleshoot IT environments spanning multiple technologies and services including Microsoft 365, Azure AD and Intune
- Provide support for cloud infrastructure, while maintaining some on-premises server environments and managing backup solutions as required to ensure reliability and data integrity
- Provide clear advice and guidance to clients for improving their environments
- Be seen as a trusted advisor on service issues and be able to communicate to every level within an organisation
- Communicate with 3rd party providers including hardware and application vendors to resolve complex multi-party issues
- Ensure workload is managed to deliver the service within clearly defined SLAs
- Ensure accuracy and completion of data entry based on incidents and problems
- Predominately office based role at our office in Gateshead
- Own transport is essential as occasional onsite customer visits will be required
- Some 24/7 on call cover maybe required
Skills, Qualifications & Experience
- Proven track record of providing Line 2 service desk support from a Managed Service Provider background
- Have a strong MSP background a minimum of 3 years’ experience providing support to multiple customers
- Demonstrate a good working knowledge of Microsoft 365 ecosystem, including Azure AD, Entra IS, Intune, Teams and SharePoint
- Ability to troubleshoot Windows Desktop Operating systems and Microsoft Office application
- Proficient in email security platforms with practical understanding of threat prevention and phishing protection
- Capable of engaging directly with clients, offering clear technical insight and guidance
- Strong knowledge of Antivirus, Anti Ransomware and Security best practices
- Ability to troubleshoot Virtualised on premise environments including Hyper-V and VMware
- Familiar with monitoring and resolving issues across common backup technologies
- Good understanding of networking principles with hands-on troubleshooting from endpoint to LAN/WAN and hosted environments
- Understanding of the ITIL framework and basic principals
- Good understanding of commercial aspects of service agreements
Beneficial but not essential
- Experience supporting Windows Server environments, including virtualisation platforms such as Hyper-V and VMware
- Understanding of Active Directory, Group Policy, DNS, and DHCP configurations
- Knowledge of and ability to troubleshoot Disaster Recovery (DR) technology
- Experience of Virtual Desktop and Virtualised applications using Citrix technology
- ITIL Foundation or Practitioner accreditations
- Experience of hardware deployments including SAN technologies
Education/Training
- Be able to show clear evidence of continual learning in your career to date
- Industry-recognised certifications such as Microsoft Certified Accreditation, VMware VCP, Cisco CCNA, and Citrix CCP are beneficial
Package & Benefits
- Industry competitive salary plus car allowance
- Career progression
- UNLIMITED holidays
- Plus your Birthday off
- One day per month allocated for CPD Training
- All Microsoft certifications FREE!
- Shifts covering Monday – Friday 8am-4.30pm / 9:30am-6pm
- Charity Days to support causes important to you
- Staff referral scheme, (earn £500 for successful placements)
- Regular social and fundraising events
- Free fruit – get your 5 a day on us in the office!
- Free onsite parking at head office