2nd Line Engineer

Company Overview Excenta are a Managed Service Provider (MSP) delivering high-quality technical support to customers across the UK, Ireland, and North America. As a cloud-native MSP, Excenta exclusively leverages public cloud technologies from leading vendors like Microsoft and Amazon Web Services. We have fully embraced cloud computing, eliminating reliance on physical equipment, and are focused on delivering cutting-edge solutions using platforms such as Azure and Microsoft 365.

Role Overview We are seeking a 2nd Line Support Engineer to join our dynamic team and provide exceptional technical support. This role offers the opportunity to transition from traditional IT solutions to advanced cloud and security technologies. The successful candidate will work with the latest Microsoft services, developing expertise in areas such as:

• Azure Virtual Desktop
• Microsoft Sentinel
• Microsoft Defender for Cloud
• Privileged Identity Management
• Microsoft Defender for Endpoint
• Microsoft 365 Suite
• Amazon Web Services (AWS)

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, Azure Active Directory, Group Policy, Exchange Online, Windows Server, and Remote Desktop Services.
• 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 and Teams meetings.

Working Arrangements

• Hybrid working model: 3-4 days remote, 1 day in the Coventry office.
• All necessary equipment for home working will be provided.
• Shift pattern includes: 
  • Week 1: 6:30 AM to 3:00 PM
  • Week 2: 9:00 AM to 5:30 PM
  • Week 3: 1:30 PM to 10:00 PM
• On-call responsibilities (paid per rotation) and occasional out-of-hours work (paid overtime).

Candidate Profile The ideal candidate will:

• 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:

Essential Skills & Experience

• Proficiency in traditional Microsoft Windows Server solutions, including: 
  • Active Directory and Group Policy
  • File and Print services
  • Remote Desktop Services
  • PowerShell scripting
• Fundamental knowledge of TCP/IP networking, VPNs, and network connectivity.
• Experience administering Microsoft 365 services (Email, OneDrive, Teams, SharePoint).
• Understanding of IT security practices and tools (e.g., Antivirus, Email Filtering, Web Filtering).

Desirable Skills & Experience

• Previous experience in a Managed Services environment.
• Valid Microsoft certifications in Windows Server, Azure, or Microsoft 365.
• Knowledge of Linux administration (e.g., CentOS, Ubuntu).

Remuneration & Benefits

• Salary: £22,000-£32,000 per annum
• Annual performance-based bonus
• On-call payment for rotations
• Paid overtime
• Company pension
• 20+ days annual leave, increasing with tenure
• Funded training and certifications (at company discretion)
• Sick pay
• Work-from-home flexibility

Location Requirements

• Coventry: Candidates must reliably commute or plan to relocate before starting.

Required Experience

• Active Directory: 2 years
• Microsoft Windows Server: 2 years
• IP networking: 1 year
• Microsoft 365 administration: 2 years

Work Environment

• Hybrid remote in Coventry

This role offers a unique opportunity to grow within a cloud-first organization and work with the latest in cloud and security technologies. Join Excenta to advance your career and make a meaningful impact in the managed services industry.

Company Info

Kerridge Commercial Systems (KCS) is the market leader in developing and delivering fully integrated business management solutions for distributors, suppliers, resellers, wholesalers and merchants. Our mission is simple: to design, implement and support high performance systems that enable our customers to source effectively, stock efficiently, sell profitably and service competitively. 

Equal Opportunities

KCS is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires us to adjust the recruiting process please do advise us when contacted.

If this role is of interest to you please apply online.

Health and Safety

The Health and Safety at Work Act 1974 puts a legal obligation on KCS as an employer to ensure, so far as is reasonably practicable, the health, safety and welfare of its employees at work.

Employees also have a duty to take reasonable care for their own health and safety and of others who could be affected by their actions. Understanding the safety policies and co-operating with the arrangements that are in place is therefore an essential part of your employment.

To all recruitment agencies: KCS does not accept agency resumes. Please do not forward resumes to our careers site or direct to KCS employee. KCS is not responsible for any fees related to unsolicited resumes.

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