About the role:
| We are seeking a skilled and proactive 2nd/3rd Line Support Engineer for Windows Servers to join our team. The successful candidate will play a critical role in supporting and improving our Windows Server environments and ensuring an exceptional level of service for our clients. In this position, you will be involved in diverse projects, assisting clients in maximising the capabilities of Windows Servers and other support technologies. This role, rooted in a full-lifecycle support function, will require you to provide crucial support for Windows infrastructure. Additionally, we will provide training to equip you for future support of AWS. What will you be doing? – Provide expert support for Windows Server environments, resolving technical issues effectively. – Undertake server improvement projects and defect resolution activities. – Respond to customer queries via calls, emails, and our Service Management tool. – Accurately log, categorise, prioritise, and assign user tickets within SLA targets. – Perform root cause analysis and implement preventative solutions to resolve recurring issues. – Maintain and update detailed documentation of systems, configurations, and processes. – Ensure security best practices are implemented and upheld, ensuring compliance with industry and customer standards. – Collaborate efficiently with clients and third-party providers to deliver seamless solutions. – Follow established processes and actively contribute ideas for improvement. – Take ownership of tickets and tasks to meet and exceed service-level agreements. – Configure and test updates to the Service Management tool to enhance functionality. – Provide outstanding customer service, representing the support team with professionalism and integrity. – Operate on a flexible rota to provide coverage from 8:00am to 6:00pm, Monday to Friday. What are we looking for? We are looking for someone who demonstrates a strong commitment to delivering exceptional customer service, with excellent organisational skills to ensure follow-up actions are completed promptly and efficiently. The ideal candidate will excel at managing their workload and handling multiple tasks with ease, maintaining a methodical, detail-oriented approach even under pressure. You should be enthusiastic, proactive, and driven to see tasks through to completion, while also being a flexible team player who thrives on tackling diverse roles and challenges. Qualifications & Experience: – Bachelor’s degree in Computer Science, Information Technology, Business Studies, or a related discipline is desirable. – Relevant 3rd line Windows Server Experience or certification. – Proven experience as an 3rd line Engineer or similar role. – Ideally strong knowledge of Windows Servers, e.g. networking, OS deep dive, hardening, AD administration, security best practice, storage, backup\recovery, documentation and best practices in Windows architecture. As the go-to expert for resolving Windows-related issues, we’re also committed to guiding you on a journey into the cloud. We’ll provide comprehensive training in AWS, enabling you to develop the skills needed to offer full support for AWS over time. You’ll play a key role in delivering end-to-end support for our customers, working within a team dedicated to providing exceptional service. Please note that UK residency is required for this role, along with Security Clearance (SC). If you do not currently hold SC, you must be willing to obtain it. If you have strong technical skills, an analytical mindset, and a passion for delivering exceptional service, we would love to hear from you! Sounds like a great opportunity? Want to find out more and apply? Please apply with your CV and a covering letter, stipulating how you meet this criteria to careers@keysource.co.uk or complete the form below. Disclaimer: Statistically, women are less likely to apply for a job if they don’t meet all criteria. If you don’t tick all the boxes but think you would be a great fit for the role, we want to hear from you! At Keysource, we are committed to creating an inclusive and accessible workplace for all. We understand that everyone has unique needs, and we strive to accommodate them through reasonable adjustments. If you require any adjustments to participate in our recruitment process, please don’t hesitate to reach out by emailing careers@keysource.co.uk. Please remember, you only need to share what you are comfortable to for us to support your request. Your success is important to us, and we’re here to ensure a supportive and inclusive experience for all. |
Job Category: Managed Services
Job Type: Full Time
Job Location: Gatwick
