Technical Support Engineer

Technical Support Engineer – Onsite

Do you want the opportunity to join an exciting team of people who are obsessed with providing exceptional customer contact?

We are seeking a high-performing, highly motivated and keen team player who is driven by a passion for providing exceptional support for our customers.

What does the role involve?

Incident Troubleshooting:

• Diagnose and resolve issues with networking, physical switching, access points (APs), server support, Microsoft Modern Workplace tools, and other IT infrastructure. Provide advice to customers on system optimization and best practices.

System Configuration:

• Implement configuration changes and updates as part of service requests, ensuring systems are optimized and functional.

SLA Compliance:

• Provide support within agreed SLA response and resolution times, meeting customer expectations and obligations.

Ticket Management:

• Manage assigned tickets using a ticket management system, keeping customers informed at every stage. Communicate effectively with stakeholders, including internal teams, customers, and third parties, to ensure timely resolutions.

Documentation & Reporting:

• Maintain customer documentation, system records, and release management details. Contribute to root cause investigations and prepare detailed reports.

Proactive System Management:

• Monitor systems using alerts, notifications, and monitoring tools to identify and resolve potential issues proactively. Conduct system audits and health checks to optimize performance.

System Maintenance:

• Apply patches, updates, or reconfigurations as needed, and liaise with manufacturer support to address system bugs, issues, or enhancements.

Training & Knowledge Sharing:

• Keep skills current for all supported systems by maintaining certifications, attending training, and staying updated on new functionality. Contribute to internal knowledge sharing through training sessions, knowledge articles, runbooks, and webinars.

Onsite & On-Call Support:

• The role will 80% onsite, 20% remote, with the expectation to join an on call rota when based remotely.

You will have the following skills and attributes:

• Excellent interpersonal and communication skills.
• A logical and proactive problem-solving mindset.
• Ability to multitask and manage multiple tickets simultaneously.
• Strong customer service orientation and dedication to service excellence.
• Effective collaboration and teamwork skills.
• Good understanding of ITIL practices and processes.

You Will Need the Following Relevant Technical Skills and Experience:

• Advanced networking expertise, including LAN, WAN, VLANs, and physical switching.
• Proficiency in troubleshooting networking protocols using tools like Wireshark.
• Strong knowledge of server support, optimization, and virtual environments such as VMware.
• Experience working with Microsoft Modern Workplace tools, including Office 365, SharePoint, OneDrive, Teams, and Intune.
• Familiarity with cloud-based platforms and systems.
• Proficiency in deploying and troubleshooting within Windows and Linux operating systems.

This role requires technical expertise, strong problem-solving skills, and a commitment to delivering exceptional customer support to ensure the reliability and performance of IT infrastructure.

What is it like to work for IPI?

IP Integration is dedicated to creating intelligent contact centre and IT solutions and supporting services which are unrivalled in the industry. Our breadth of knowledge and experience spans products and services from the world’s leading information and communication technology vendors; enabling us to deliver award winning, value-add solutions.

We are an agile, highly accredited organisation with over 20 years heritage in delivering contact centre solutions to businesses across the UK. We invest heavily in customer experience, our people and our culture – putting people at the heart of everything we do.