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.
* Office based role, must have own transport.
Role, Duties & Expectations
- Provide advanced remote support for desktop operating systems and cloud platforms, contributing as a key member of the service desk team
- Troubleshoot IT environments spanning multiple technologies and services including Microsoft 365, Entra ID and Intune
- Provide support for cloud infrastructure, while maintaining some on-premises server environments
- Managing backup solutions as required to ensure reliability as well as data and operational 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
- Work alongside co-managed clients to assist internal IT teams in resolving outstanding issues with their environments
- Ensure workload is managed to deliver the service within clearly defined SLAs
- Ensure accuracy and completion of data entry based on incidents and problems
- Own transport is essential as occasional onsite customer visits will be required
- Office based role
- Some 24/7 on call cover maybe required
Skills, Qualifications & Experience
- Proven track record of providing 2nd line service desk support with a Managed Service Provider background
- Have a strong MSP background, with a minimum of 3 years’ experience providing support to multiple customers
- Demonstrate a strong working knowledge of the Microsoft 365 ecosystem including Entra ID, Intune, Teams, SharePoint Online and Exchange Online
- Ability to troubleshoot Windows desktop operating systems and Microsoft Office applications
- 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 understanding and proven ability with Cyber Security best practices, fundamental knowledge and initial incident response
- Good knowledge of End Point protection (Antivirus, Anti-ransomware, XDR and MDR)
- Ability to troubleshoot virtualised on-premises 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 (Covering endpoints, servers, LAN/WAN and hosted environments)
- Understanding of the ITIL framework and basic principles
- Good understanding of the 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 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 Accreditations, CompTIA A+, CompTIA Security+, vendor specific certifications such as Cisco, Sophos, Mimecast, Datto, ConnectWise, Proofpoint etc are beneficial
Package & Benefits