onsite
IT Support Engineer - F5
Systems Engineer
Customer‑focused IT Support Engineer providing incident resolution, service request handling, and onboarding for managed services, leveraging Windows, Microsoft 365 and networking expertise.
About the role
Key Responsibilities
- Manage incidents, service requests and escalations from initial logging through to resolution, ensuring SLA compliance.
- Build and maintain strong relationships with customers, delivering professional and responsive technical support.
- Collaborate with internal technical teams to troubleshoot and resolve infrastructure, networking, and Microsoft‑related issues.
- Support customer onboarding, configuration and adoption of managed services, guiding users through best‑practice setups.
- Identify recurring problems, document root‑cause analyses and contribute to knowledge‑base articles and process improvements.
Requirements
- Proven experience in incident management and tier‑1/2 support within a managed services environment.
- Strong knowledge of Windows Server, Microsoft 365, and common networking protocols (TCP/IP, DNS, VPN).
- Excellent communication and customer‑service skills, with the ability to explain technical concepts to non‑technical users.
- Ability to work collaboratively with cross‑functional teams and manage multiple tickets simultaneously.
- Relevant certifications (e.g., ITIL, Microsoft, CompTIA Network+) are a plus.