Mainstay are delighted to be partnering with an established IT MSP based in the Halesowen area. The is a long-standing, reputable business that are strategically planning to grow their service offering.  As part of their growth, they would like to add a Technical Service Desk Engineer to their team.

Roles

• Hands-on Helpdesk Support, with an emphasis on 2nd line call resolution.
• Overseeing maintenance checks.
• Remotely supporting customers using our RMM system and over the telephone and email.
• Attending customer sites to install new hardware and completing troubleshooting processes.
• Actioning monitoring alerts generated from our RMM system.
• Managing support ticket queues within a team.
• Suggesting and scoping improvements to customer infrastructure.
• Completing documentation including installations, SOP’s and change requests.
• Assisting with new client onboarding.
• Completing out-of-hours patching (on rota).
• Remediating security vulnerabilities.
• Contributing to weekly team catch-up meetings.

Candidate requirements

• Experience in a Level 2 / service desk role
• Windows Server Operating System
• Windows 10-11 Operating System
• Experience of core Server Roles such as Active Directory, DHCP, DNS, Group Policy
• Microsoft 365 and Azure management
• Azure IaaS experience
• Exchange Online
• Microsoft Office applications including Microsoft Teams
• Network Concepts, particularly VLANs, L2 and L3 understanding and routing
• Virtualisation experience Hyper-V/VMware
• Switches
• Firewall concepts
• Backup software such as Veeam
• UK driving license

Personal skills

• Good communication via email, phone, instant message or face-to-face
• Able to prioritise work based on urgency
• Ability to work within a team or independently
• To be adaptable and calm under pressure
• Willingness to learn

Desirable, but not required

• Good practical understanding of security and attack vectors
• Server hardware
• Hyper-V Clusters
• SANs
• Microsoft Endpoint Management/Intune
• Microsoft SQL Server
• ConnectWise Manage PSA, ScreenConnect
• Datto RMM, BCDR, SaaS Backup
• Network certification such as CompTIA Network or Cisco CCNA
• Firewall certification such as Palo Alto PCNSA

Personal development and training

Successful candidates will be enrolled in a personal development plan to help up-skill the individual. Qualifications that will be available are as follows:

• Datto RMM: Certified Practitioner
• Auvik Certified Professional
• Microsoft 365 Fundamentals
• Microsoft Azure Fundamentals
• 3CX Basic Certification
• PowerDMARC Email Security

If you feel you have the skills and experience and are excited by the prospect of joining a business that values personal development, please submit your CV for consideration.