IT Support Engineer

Company: JJM Networks

Job Title: IT Support Engineer
Location: Pacific House, Kingstown, Carlisle CA3 0LJ
Salary: £28k - £35k (Dependent on Experience)

About Us
We are JJM Networks, a managed IT support company located on the outskirts of Carlisle, just off Junction 42 of the M6. Our clients rely on us for their critical IT infrastructure needs, where we provide support and maintenance, server installations, network solutions, cloud computing solutions, and communication services. Our team of engineers is dedicated to staying at the cutting edge of technology, managing numerous upgrade projects each year.

We pride ourselves on providing a personalised service, and we go the extra mile for our clients – they are not just a ticket in the helpdesk system! We prioritise direct interactions, frequently visiting client sites and maintaining open lines of communication.

Role Overview
After onboarding several new clients, we're looking for a skilled IT Support Engineer to join our team of three and we need someone that can hit the ground running! While most of our clients operate on Windows infrastructure, some have in-house systems that require seamless integration and support, presenting exciting challenges to tackle.

This role involves installing and managing a variety of technology products, including servers, workstations, and network infrastructure, while delivering exceptional support through our busy service desk.

What You Can Expect

• High degree of autonomy with exposure to the latest technologies
• Build strong relationships with clients, both on-site and remotely
• Understand client needs and propose effective solutions
• Regular client site visits (approximately two days a week)
• Participate in multiple upgrade projects annually
• Engage in ongoing training and development to enhance your skills

Key Responsibilities

• Efficiently manage the helpdesk queue using our Remote Monitoring and Management (RMM) System, optimizing team performance
• Design, implement, and support Windows Server environments and associated networks, including backup systems
• Provide contract and ad-hoc support through telephone, remote, and onsite methods
• Develop processes and documentation, handle new client requests, and manage contract renewals
• Continuously enhance our remote management and monitoring suite, focusing on client security and helpdesk integration

Technical Skills

Essential:

• Significant previous experience in an IT support role
• Proficiency in Active Directory, Windows Server, Windows 10/11, Azure, and Microsoft 365
• Knowledge of server hardware and network infrastructure
• IP Networking skills (TCP, VLANs, DNS, DHCP)
• Familiarity with routers and firewalls (Cisco, Draytek, Ubiquiti)
• Experience with backup systems, restoration, and disaster recovery
• Strong understanding of IT security measures
• Excellent troubleshooting skills

Desirable:

• Recent Microsoft or industry certifications, with a commitment to ongoing professional development

Non-Technical Skills

Essential:

• Excellent planning, preparation, and attention to detail
• Strong customer service and interpersonal skills
• Ability to manage workloads and schedule tasks independently
• Professional appearance with strong written and verbal communication skills
• Full UK driver's licence (company vehicle provided)

Why Join Us?

• Innovative Environment: Work with cutting-edge technology and stay ahead in the IT field
• Professional Growth: Access to continuous personal development and certification opportunities
• Dynamic Team: Collaborate with a supportive and professional team
• Engaging Challenges: Solve complex and interesting problems
• Client Impact: Work with a diverse client base and make a real difference in their IT operations

If you meet the qualifications and are ready for a rewarding challenge in a forward-thinking company, it would be great to hear from you.

For an informal discussion about the role, please reach out to Joel at JJM. Contact details can be found on our website.

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