Our mission is to be the world’s favourite place to buy cloud products. We are a fast-growing, dynamic, and high-energy organization with a start-up feel, allowing you to make a meaningful impact on the business. Culture is important to us, and at Pax8, it’s business, and it IS personal. We are passionate, creative, and unconventional. We work hard, keep it fun, and expect the best! We Elev8 each other. We Advoc8 for our partners. We Innov8 continuously. We Celebr8 life.
Level 2 IT Technical Support Engineer – Advanced Cloud Platform – Microsoft Tech Stack
£32,000 – £40,000
Plus Benefits & Progression
5 days a week 9-5:30 including weekends
We know there’s no such thing as a “perfect" candidate – Nor do we look for the right "fit" with us, we look for the Add! We encourage you to apply for a role at Pax8 even if you don’t meet 100% of the bullet points. We believe in cultivating an environment where there are a diversity of perspectives, in hopes that we can all thrive in an inclusive environment.
At Pax8, the level of service and support provided is a key differentiator: we provide our partners with “The Wingman Experience”. The Technical Support Engineer II (TSEII) plays a pivotal role in the delivery of the “Wingman Experience”. He/she interacts with our partners through multiple communication channels, providing advanced technical support and escalation assistance on the vendors that we have on our line card. The TSEII also acts as the first point of internal escalation for the lower tiered engineers on the team. Team collaboration and mentorship are part of their responsibilities; as are handling more complex support scenarios and tier 1 escalations.
Creating product knowledge documentation is an essential duty of the TSEII. As the Technical Support Department is broken into different teams, he/she will be assigned a team and expected to focus on the products and technologies that are relevant. Those teams, “Stax”, follow the Pax8 Stax model of Productivity, Infrastructure, Continuity, and Security.
About You (Ideally):
+ Strong communication skills around customer service – can defuse situations where partners and/or customers may be frustrated
+ Excellent analytical & problem-solving skills combined with the ability to provide quick resolution to problems
+ A self-motivated, strategic creative worker with a drive for executional excellence
+ Proficient at managing email and team communication through MS Outlook and MS Teams
+ Demonstrated support specific knowledge in one or more of the following Pax8 Staxs:
Productivity: Advanced admin/engineer level experience with the Microsoft Office 365 platform. Experience migrating to Office 365, or from different versions of
Microsoft Exchange. Understanding of PowerShell and its use with Office 365. Advanced knowledge of the Office 365 Desktop Suite. Fundamental knowledge of mail flow concepts and DNS.
Infrastructure: Advanced experience with the Microsoft Office 365 and Azure platforms. Experience with Azure AD Connect and hybrid configurations. Knowledge of Windows Virtual Desktop and/or Remote Desktop Services. Understanding of virtualization and clustered server environments.
Continuity: Advanced admin/engineer level experience with BC/DR solutions, their set up, configuration, and failover best practices. Understanding of Microsoft Windows Server architecture. Advanced admin/engineer level experience with SaaS based email solutions, Office 365 preferred. Advanced admin/engineer level experience with SaaS based backup solutions and the restoration of data. Working knowledge of continuity-based products such as Acronis, Storagecraft, Veeam, Dropsuite.
Security: Advanced admin/engineer level experience with the Microsoft Office 365 platform. Understanding of mail flow, related DNS records, diagnosing mail flow issues, setting up connectors to third party platforms. Advanced admin/engineer level experience on SaaS based email security platforms like Proofpoint, Ironscales, Titan HQ. Advanced admin/engineer level experience with endpoint solutions like SentinelOne and Bitdefender. Installation, removal, and remediation experience with endpoint solutions. Knowledge around cybersecurity best practices or the desire to learn and dig deeper.
Required Education & Certifications:
+ BSc / BA. degree in related field or equivalent work experience
+ At least four (4) years of relatable experience in the technical support field
+ MSP experience a plus
+ Industry Specific certs preferred
+ Microsoft 365 Expert Admin, MCSA, Comptia A+, Network+, Security+
Benefits generously provided by Pax8 on top of national health plan:
+ Pension Plan
+ Life Assurance
+ Income Protection
+ Medical and Dental
Interested? Apply here for a fast-track path to the Hiring Manager
If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.