3rd Line Engineer - Support

At Klipboard we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work. Klipboard provides specialist software, services and support to deliver fully integrated trading and business management solutions to companies in the distributive trade – wherever they are in the world.

With a unique depth of knowledge and experience in ERP/SaaS solutions, Klipboard has a wide range of clients including wholesalers, distributors, merchants and retailers from small traders to multinational enterprises. Our mission is simple: to design and deliver high performance, integrated ERP solutions that enable our distributive trade customers to source effectively, stock efficiently, sell profitably and service competitively.

Klipboard is a global, growing business that embraces AI and emerging technologies to enhance customer outcomes, collaboration, and continuous improvement. We’re looking for people who are curious about or fluid with AI, open to change, and excited to learn how technology can improve the way we work and help our customers which is always supported by strong human insight and communication.

We are seeking a 3rd Line Support Engineer to join our dynamic team and provide exceptional technical support to a global client base. This role offers the opportunity to transition from traditional IT solutions to advanced cloud and security technologies. The successful candidate will have an excellent base of experience and knowledge with traditional Microsoft technologies such as Windows Server, Active Directory, Group Policy and Microsoft 365 and experience managing Azure resources.

The successful candidate will then work with the latest Microsoft services, developing expertise in areas such as:

• Microsoft Sentinel
• Privileged Identity Management

This position involves operating in a fast-paced MSP environment to ensure the availability, performance, and security of customers’ cloud workloads.

Key Responsibilities

• Provide high-quality support for incidents and service requests raised through our Service Desk, working with technologies such as Active Directory, Entra DS, Group Policy, InTune, Exchange Online, Windows Server, and Remote Desktop Services/Azure Virtual Desktop.
• Respond to monitoring alerts for Microsoft Azure IaaS/PaaS/SaaS services, network connectivity, and Microsoft 365 services to proactively address potential issues.
• Investigate and resolve security alerts for Microsoft 365 users and Azure workloads, addressing concerns like user account security, suspicious activity, antivirus alerts, and Endpoint Detection and Response (EDR) notifications.
• Review, install, and test security and application updates, leveraging automation to maintain and improve customer environments.
• Ensure the operational integrity, performance, and security of customer cloud-based services through proactive monitoring and expertise.
• Collaborate with customers and internal teams to implement migrations and deliver solutions tailored to customer requirements.
• Maintain regular communication with customers via Service Desk tools, email and Teams meetings.

Working Arrangements

Hybrid working model: 2 days remote, 3 days in the Bromsgrove office. All necessary equipment for home working will be provided.

Week 1: 6:30 AM to 3:00 PM
Week 2: 9:00 AM to 5:30 PM
Week 3: 10:00 AM to 6:30 PM
Week 4: 1:30 PM to 10:00 PM

On-call responsibilities (paid per rotation) and occasional out-of-hours work (incl. paid overtime).

Candidate Profile

• Be an effective communicator who prioritizes customer satisfaction.
• Possess strong interpersonal skills to collaborate with team members and customer IT representatives.
• Have prior experience in a Service Desk environment with the ability to manage and prioritize tasks effectively.
• Be enthusiastic about learning new skills in cloud computing, IT security, and Microsoft solutions, pursuing relevant certifications.
• Exhibit a detail-oriented approach to problem-solving and task execution.

Skills, Knowledge and Experience

• Proficiency in traditional Microsoft Windows Server solutions, including:

• Active Directory and Group Policy
• File and Print services
• Remote Desktop Services
• PowerShell scripting (other scripting languages (bash, Python, etc.) would also be beneficial)

Required Experience

• Previous experience within a 3rd Line Role is extremely desirable.
• Active Microsoft Azure & 365 certifications are extremely desirable.
• Previous experience within an MSP environment is preferred.
• Active Directory: 3 years
• Microsoft Windows Server: 3 years
• IP networking: 2 years
• Azure resource and infrastructure (VMs, vNets, Storage Accounts, etc.) administration: 1 year
• Entra DS Administration: 3 years
• Microsoft 365 administration: 3 years

As a global company, we value and respect the diversity of our workforce, aiming to empower everyone to embrace each other's differences. We are committed to creating an inclusive workplace where diversity, equity, and inclusion are integral to our company and culture. We recognize the benefits of a diverse workforce, where creativity and valuing differences enable us all to thrive and sparks innovation.