IT Applications Engineer Managed IT

MAIN DUTIES AND RESPONSIBILITIES

• The role is to be part of the Application Support engineering team and includes responsibility for providing implementation, support and assistance for Enterprise client projects.
• Install, maintain and retire services across both the Managed IT and Mimecast portfolio.
• Provide support for Managed IT customer faults.
• You will have the opportunity to provide subject matter expertise on technical solutions, and act as a technical point of contact for implementation projects and in-life service delivery.
• Mentor SOC staff on Mimecast & Managed IT related issues.
• Escalate if required by consulting with the appropriate teams to resolve the tracking tickets.
• Provide customers with regular updates maintaining good customer satisfaction.
• Assist with the development and improvement of processes, procedures, and Work-instructions.
• Follow operational processes and procedures applicable to both areas
• Participate in Sures out-of-hours, on-call retainer system if required.
• You will help improve customer employee mobility, efficiency, teamwork and security demonstrating your experience in Windows Platforms, Office 365 and ideally Microsofts Enterprise Mobility + Security (EM+S), along with the other services and solutions that Sure deliver.
• The ideal candidate will be highly motivated, organised, have excellent communication and interpersonal skills, with proficient problem-solving capabilities and technical acumen to support a fast paced and demanding environment.

Customer Satisfaction

• Communicate clearly to customers the service deliverables, delivery plan and ongoing progress with the assigned Project Manager
• Work with the teams to ensure customer satisfaction levels are exceeded.

Administration

• Ensure that Services/Projects are documented and delivered effectively.
• Record and store customer meeting notes
• Identify risk areas and communicate these to the team if necessary
• Hand over all necessary documentation to the end customer
• Request training as and when required to assist with the position. We provide a training and development platform that you will have full access to as well as manufacturer training and certifications.

In addition, the person will be required to

• Understand and comply with the licence and other regulatory rules applying to the position.
• Understand and comply with the Data Protection Law as it relates to the position
• Understand and comply with the Health and Safety responsibilities relevant to the role as defined in the their Safety Policy
• Work in accordance with the safety procedures and safe working policies of Sure
• Undertake appropriate security awareness training covering information security, data protection, financial crime and payment card data and comply with their information security responsibilities. This awareness training includes understanding of the incident reporting process to be followed in the event of the employee suspecting, causing, or discovering an information security incident.
• Due to the nature of this position, the postholder must hold a satisfactory Basic Police Disclosure. All disclosures of a criminal background are treated with the strictest confidence and checks will only be made in connection with suitability for a post and for no other purpose.
• Convictions likely to be considered relevant to this post include dishonesty and those indicating a breach of trust, due to the security requirements of the role.
• Please note that disclosure of a criminal record will not necessarily debar you from employment in this post this will depend on the nature of the offence/s and the circumstances surrounding it/them.

Qualifications

• Microsoft 365, All Windows Platforms, (incl. Windows Virtual Desktop, Virtual Desktop Infrastructure), Intune/SCCM, Office 365, Enterprise Mobility + Security (EMS), SharePoint, Teams.
• Email security gateway tools
• Microsoft/Office 365 Security - Azure ATP, DLP, AIP, Windows Defender ATP
• Entra ID, Entra ID PIM
• Group Policy, Exchange, Windows Server OS, Windows desktops.
• Technically skilled, highly motivated individual.
• Knowledge of Networking: DNS, DHCP, IP Subnetting.
• Hands on experience with Wired and Wireless networking.
• The following professional certifications would be advantageous in any combination:
• Microsoft 365 (MS-900, AZ-900, MS-700)
• AZ 104 (Administrator), (AZ 500 (Security Engineer)
• MS102 &MD102

Experience

• Significant experience in a similar role
• Strong experience in Managed IT, technologies and solutions.
• Experience with administering Citrix technologies: ADC, Virtual Apps & Desktops and Citrix Cloud. Citrix Virtual Apps and Desktops (XenApp and or XenDesktop) Would be an advantage.
• Demonstrated ability to effectively communicate by phone, in person or written.
• Shows initiative and acts independently to resolve problems.
• Demonstrated high levels of accuracy with excellent time management and organizational skills.
• Experience of customer relationships with the confidence and presence to successfully discuss and advise customers.
• Demonstrated ability to achieve successful outcomes in handling difficult situations and work with various customers and management levels.