At a Glance
- Tasks: Communicate with clients, implement security platforms, and troubleshoot technical issues.
- Company: Netrio, a leading MSP in North America with a focus on IT solutions.
- Benefits: Competitive salary, flexible hours, and opportunities for professional growth.
- Other info: Collaborative environment with mentorship opportunities and career advancement.
- Why this job: Join a dynamic team and make a real impact in cybersecurity and IT support.
- Qualifications: 5+ years of IT support experience and expertise in Microsoft 365 and security tools.
The predicted salary is between 60000 - 80000 £ per year.
About Netrio
Netrio is a leading MSP in North America, specializing in IT solutions for mid-market to enterprise customers.
We serve over 1,000 clients across industries with services including managed IT, cybersecurity, cloud, connectivity, voice, and custom application development.
About the role
- Communicate effectively with clients to understand their technology needs and provide tailored recommendations.
- Lead the implementation, configuration, and ongoing support of email and web security platforms including INKY, Proofpoint, Cisco Umbrella, and Mimecast.
- Troubleshoot complex technical issues and perform thorough Root Cause Analysis (RCA), especially in areas related to email filtering, phishing protection, and secure web access.
- Solve complex technical problems and support junior team members through mentorship and knowledge sharing.
- Work within a ticketing system, ensuring timely and high-quality updates to clients and internal teams.
- Lead system deployments independently or collaboratively with team members.
- Document all completed work and train support staff on client-specific systems and configurations, including security platform usage and incident response procedures.
- What you’ll do
- Self-starter with the ability to resolve issues end-to-end with minimal supervision, including RCA and actionable recommendations.
- Proven hands‑on experience with desktop support; comfortable handling escalations for advanced desktop issues.
- Demonstrated experience in configuring and supporting email and web security platforms such as INKY, Proofpoint, Umbrella, and Mimecast.
- Ability to analyze and respond to email threats, phishing attempts, and web filtering issues using the above platforms.
- Excellent communication skills in both writing and speaking; confident when working with clients, internal teams, and external vendors.
- Willingness to participate in on‑call rotations and respond to escalations from systems engineers and team leads.
- Flexibility to work extended hours or weekends for client implementations, upgrades, or critical projects.
- Strong team collaboration skills; expected to share knowledge and work transparently with peers.
- Capable of producing detailed technical documentation for new processes, implementations, and project work.
Qualifications
- Required
- Minimum 5 years of IT support experience, including time spent in a Managed Service Provider (MSP) environment handling diverse technical challenges across different client setups.
- Expert-level knowledge of Microsoft 365: security, administration, deployment, and migration.
- Strong skills in Microsoft Windows, mac OS, Microsoft Entra ID, Intune, Exchange, Defender, and endpoint protection.
- Solid understanding of Azure infrastructure: cost optimization, performance, security, and Azure Landing Zones.
- Proficiency in Intune MDM: policy creation, device enrollment, and management.
- Share Point administration and migration strategy knowledge.
- Experience with DNS, DHCP, Active Directory, and Group Policy.
- Knowledge of email and security tools (Umbrella 365, INKY, Proofpoint) and email protocols (SPF, DMARC, DKIM).
- Skilled in patching, software packaging, and modern device setup methods.
- Preferred
- Experience in regulated environments (SOC2, HIPAA, Hi Trust).
- Automation experience with tools like Chef, Puppet, Ansible, or Salt.
- Microsoft Azure certifications.
- #J-18808-Ljbffr
End User Engineer employer: Agio
Netrio is an exceptional employer that fosters a collaborative and innovative work culture, making it an ideal place for an End User Engineer to thrive. With a strong focus on employee growth, Netrio offers extensive training opportunities and mentorship, ensuring that team members can enhance their skills while tackling diverse technical challenges in a supportive environment. Located in North America, the company provides a dynamic setting where employees can engage with a wide range of clients and cutting-edge technologies, all while enjoying a flexible work-life balance.
We think you need these skills to ace End User Engineer
Client Communication
Email Security Platforms Configuration
Web Security Platforms Configuration
Root Cause Analysis (RCA)
Technical Troubleshooting
Desktop Support
Microsoft 365 Administration
