Relevant third level degree and or minimum 5 years industry experience in a similar role. Relevant industry recognised certifications (MS-500, MS-700, MS-900, MS-100, AZ-104, AZ-900) Ability to think creatively and identify ways to improve efficiencies, reduce complexity and increase security Managed Services Provider Experience Knowledge of Security Best Practices Technical Knowledge of the following: Microsoft Windows Operating Systems (Windows 7 and newer) MS Windows Server: 2008, 2012, 2016, 1019. MS exchange 2010 and above Remote Desktop Server Implementations. Network Infrastructure – experience with Switches, VLAN's, Wireless Access Points, VPN, DNS, Routers, Bridging) Security Infrastructure - experience with Firewalls (SonicWall, Fortinet, Cisco); Spam Filtering Solutions, Web Filtering Solutions, Endpoint Protection Virtualisation - experience deploying, maintaining, and supporting virtualized (Hyper V & VMware) environments Cloud- Office 365, Microsoft 265, Azure, Azure AD, AWS. Backup setups such as ArcServe, Veeam, Symantec, CommVault, Azure Backup Experience with scripting languages and technologies (VBScript, PowerShell, etc…) Experience with Microsoft Power Platform (Power Apps, Power Automate, etc) Experience in developing, maintaining, and updating automation scripts for process improvements Working across teams and closely with our customers to promote and deliver high quality technical and customer support. Provide remote support to users and solve complex problems to minimise system down-time and loss of productivity. Using support tools to manage and track tickets and customer issues. Primary escalation point for Level-1 and Level-2 support staff. Responsible for advanced troubleshooting of supported services. Manage set-up activities for medium to large scale deployments/projects. Meeting ticket targets and quality standards, maintaining Service Level Agreements (SLA) on tickets. Monitor the performance of systems and assist with the identification of potential issues and propose solutions. Contribute to the development of reference/training materials to assist the team through maintenance of documentation on system configurations and technical processes. Maintain effective external relationships with vendors, consultants, and service providers; leveraging these relationships to ensure that the best fit solutions and resources are available to the company. Research and test new product offerings which may become part of our service offerings. Documenting support-related processes and procedures (SOP). Mentor, train and support junior members of the team.