Senior IT Installation Engineer

Essential Duties and Responsibilities:

• Achieve overall customer satisfaction (CSAT) of 95%
• Consulting and preparing proposals for clients on new technologies that would complement their business
• Organise and manage all phases of the project to ensure on-time completion with budgetary requirements
• Provision of appropriate hardware and software in line with the customers’ needs
• Ensuring that risks are identified, communicated, and mitigated and that projects are delivered successfully through to production
• Perform customer follow-up to verify final resolution and determine satisfaction level
• IT Support relating to technical issues involving Microsoft’s core business applications and operating systems, as well as virtual environments
• Support services for Microsoft related technologies: Windows Server, Microsoft 365 (Exchange and SharePoint Online), Intune, Basic Admin SQL, etc.
• Implement and Support of disaster recovery solutions
• Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls

Additional Duties and Responsibilities:

• Improve customer service, perception, and satisfaction
• Ability to work in a team and communicate effectively
• Identify areas for improvement and make constructive suggestions for change
• Continually seek opportunities to increase customer satisfaction and deepen customer relationships
• Escalate service requests that require technical service level support
• Communicate to customers: informed of progress, notifying them of impending changes or agreed outages, etc.
• Develop in-depth knowledge of the service catalogue and how it relates to customer’s needs
• Document internal processes and procedures related to duties and responsibilities
• Responsible for entering time and expenses in ConnectWise (management system) as it occurs
• Plan and prioritise work to ensure that deadlines and targets are met
• Continually seek opportunities to increase customer satisfaction and deepen customer relationships
• Working together with the Cyber Essentials Assessors to help ensure our customers are secure and promote awareness

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Microsoft’s core business applications and operating systems, Windows Server, Active Directory
• Experience with Server hardware RAID rebuilds and restores
• Understanding of WAN and LAN connectivity, routers, switches, VLANs, firewalls, and security
• Knowledge and experience working with Microsoft Azure, Virtual Servers, NSG, Virtual Networks and Storage Accounts
• Remote access solution implementation and support: VPN, RDP, and Remote Desktop Control
• ConnectWise Automate RMM Fundamentals or other Soft Skills, Customer Service (Interpersonal skills: such as telephony skills, communication skills, active Listening and customer-care)
• Ability to adapt to changes quickly; Self-motivated and self-disciplined, you remain calm under pressure and you are a capable and tenacious problem-solver.
• Typing skills to ensure quick and accurate entry of service request details
• Team player, you will thrive in a collaborative environment and will contribute fully to the success of your team
• A full driving license
• Professional IT Certifications, such as:
  – Ubiquiti Enterprise Wireless Admin course
  – CompTIA IT Fundamentals (Introduction to basic IT knowledge and skills)
  – CompTIA Cloud Essentials (Essentials gives business professionals and non-IT staff the understanding of cloud computing principles based on real-world issues and practical solutions)
  – CompTIA A+ (industry standard for establishing a career in IT)
  – CompTIA Server+ (ensures pros have the skills to work in data centres or cloud environments)
  – CompTIA Project+ (gives business professionals – inside and outside of IT – the basic concepts to successfully manage small- to medium-sized projects)
  – CompTIA Network+ (infrastructure covering troubleshooting, configuring, and managing networks)
  – CompTIA Security+ (validates the baseline skills you need to perform core security functions and pursue an IT security career)
  – Microsoft Modern Desktop certification Windows 10 MD100 and 101
  – Microsoft 365 Fundamentals Exam MS-900
  – Microsoft Azure Administration AZ-104
  – Managing Office 365 Identities and Requirements Exam MS-100
  – MTA Windows Server 2012/16/19 (Basic Windows Server Administration)
  – WatchGuard Network Security Essentials
  – Microsoft Exam 70-740 Windows 2016 Installation, Storage, and Compute with Windows Server 2016
  – Microsoft Exam 70-741 Windows 2016 Networking with Windows Server 2016
  – Microsoft Exam 70-742 Windows 2016 Identity with Windows Server 2016
  – Cyber Security qualification