The PC Support Group
Senior System Engineer
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Overview
This is an exciting opportunity for an experienced engineer to join and make a significant contribution to the IT support team in a growing and dynamic IT support business.
The PC Support Group’s (www.pcsupportgroup.com) mission is to be the preferred and trusted provider of IT services to small and medium sized businesses throughout Northwest England. The business has had sustained growth over the last few years and has ambitious plans for continued expansion.
We are now looking for an experienced, technically excellent, ambitious, and enthusiastic Senior Systems Engineer to join the team.
You will be expected to be self-driven and able to use your own initiative to deliver outstanding results, operating for substantial periods without close supervision. You will have excellent communication skills (written and verbal), a proven track record of delivering successful IT projects, and a real enthusiasm for delivering great service.
This is a hybrid role, combining the planning, client communication and delivery of technical projects and the onboarding of new clients with service desk support and technical escalation. You will report to the Service Desk Manager. Your key areas of responsibility include:
- Planning technical projects with clients from scoping through to delivery, ensuring proposals are accurate, realistic and fit for purpose.
- Delivering projects end-to-end, including server builds, migrations and cloud deployments (e.g. Microsoft 365, Azure).
- Leading the onboarding of new clients onto our systems and ways of working, ensuring a smooth transition for their users.
- Providing service desk support and technical escalation, working across both projects and service desk demand.
- Mentoring service desk engineers from a technical perspective, sharing knowledge and best practice.
Package
- Salary up to £45,000 dependent on experience, plus contributory pension.
- Holidays will be 24 days per annum plus Bank Holidays.
- Core hours are Monday to Friday, 8:30AM to 5:30PM with 1 hour for lunch (40 hours per week) although the nature of the business means that flexibility is required around this including working “on-call” 5:30PM to 7:00PM when required (usually one week in every four) plus Saturday 10:00AM to 5:00PM “on-call” approximately once a month, plus other occasional weekend work. There will be additional compensation when covering the on-call shifts.
Location
The job is located at our head office in Liverpool city centre. There will be opportunity for hybrid working following successful completion of probation which will consist of an agreed number of days working from home and at the office.
Job Description
We are seeking an experienced and technically excellent Senior Systems Engineer to join our team. This is a hybrid role, combining the planning, communication and delivery of client projects and the onboarding of new clients onto our systems with service desk support and technical escalation. The Senior Systems Engineer will play a critical role in delivering complex technical projects to a high standard, providing technical escalation support to the service desk team, being the trusted technical point of contact for clients throughout, and ensuring new clients experience a smooth and professional transition onto our services. This role would suit an experienced engineer who enjoys both project delivery and hands-on service desk work, and who can build strong client relationships across both.
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You will enjoy managing multiple projects at once and thrive on variety across infrastructure, cloud, end-user technology and day-to-day service desk support.
The role mainly consists of:
- Planning and scoping technical projects with clients, producing accurate, realistic proposals and project plans.
- Acting as the main point of technical contact for clients throughout a project, managing expectations and keeping them informed at every stage.
- Delivering projects end-to-end, including new server builds, server upgrades and cloud deployments (e.g. Microsoft 365, Azure).
- Leading the onboarding of new clients, migrating their environment, data and users onto our systems and handing over cleanly to the service desk.
- Managing and delivering larger-scale technical projects on behalf of clients.
- Providing service desk support and 2nd/3rd line technical escalation as a core, ongoing part of the role.
- Mentoring engineers from a technical perspective, sharing knowledge and helping them develop their skills.
- Developing and delivering technical training to colleagues on new systems and technology that we adopt.
- Acting as an escalation point both internally with colleagues and externally with clients and suppliers when required, to resolve technical or project-related escalations.
- Providing high-level technical advice over the phone and, when necessary, on-site to clients, prospects, staff and business partners.
- Supporting the Directors and Service Desk Manager on wider technical projects, e.g. assessing new technology, implementing centralised systems.
- From basic to complex fault finding and diagnosing of issues when necessary.
You will be responsible for:
- Producing clear project plans and timescales, and keeping clients updated throughout delivery.
- Managing and maintaining customer relationships in a customer-service focused manner throughout project and onboarding work, involving constant customer dialogue and interaction on the phone and occasional site visits.
- Organising and managing one-off IT projects for clients and internally within The PC Support Group.
- Leading the technical onboarding of new clients, ensuring systems, data and users are migrated cleanly and documented for ongoing support.
- Maintaining clear and complete documentation in line with company requirements at all times.
- Managing and maintaining customer support logs and tickets in a detailed manner.
- Moving all outstanding issues/tasks along to satisfactory completion in a timely manner.
- Agreeing timescales and meeting promises and commitments to clients, colleagues and managers.
- Supporting the Service Desk Manager and Operations Director with the creation of more complex quotes.
- Ensuring faults are correctly diagnosed and clients provided with updates before undertaking repairs.
- Providing high-level technical and system usage advice to clients.
- Promoting and selling the products and services of the business when in the client’s interest to do so and the opportunity arises as an extension of your support function (cold sales is not part of the role).
- Representing the company by displaying a positive and helpful attitude with a sense of urgency at all times.
- Occasionally presenting to clients, prospects or business partners.
- Supporting the onboarding of new team members joining the team, helping them get up to speed with our tools, processes and ways of working.
- Undertaking any other duties as reasonably required by the Service Desk Manager, Operations Director or directors of The PC Support Group.
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You will have exceptional knowledge of IT systems and their application in an SME environment, and excellent technical knowledge in the following areas:
- Microsoft Windows Server (current supported versions), including Active Directory and Group Policy
- Microsoft 365 and Azure/Entra ID, including Exchange Online, SharePoint and Teams
- General server, PC and laptop troubleshooting and problem-solving
- Installation, configuration and maintenance of current Microsoft Windows client operating systems
- LAN/WAN/Wi-Fi/Internet networking maintenance and fault analysis/resolution
- TCP/IP, routers, VPN, firewalls, VLAN, DNS, DHCP
- VOIP experience, diagnostics and troubleshooting
- Email technologies, including Exchange Online, SMTP/IMAP and mail security (SPF/DKIM/DMARC)
- Cyber security fundamentals: endpoint protection, MFA and security best practice
- Backup, business continuity and disaster recovery technologies
- Planning, scoping and delivering technical projects from start to finish
- Apple Mac OS, iOS and enterprise management, e.g. Jamf, Mosyle, Apple Business Manager (desirable)
In addition to the technical qualifications and responsibilities detailed above, these personal attributes and qualities are needed for this role:
- Technical Excellence: A senior engineer with practical, real-world experience and exceptional problem-solving skills, able to learn quickly and apply new technologies with confidence.
- Planning & Delivery: Able to plan, prioritise and deliver multiple projects to agreed timescales, keeping clients and colleagues informed throughout.
- Mentoring: You will enjoy sharing your knowledge and helping less experienced engineers develop their technical, problem-solving and communication skills.
- Organised: Excellent organisation and multi-tasking skills, with the ability to manage several projects simultaneously.
- Client-Centric Approach: An obsession with delivering great results underpinned by superb customer service, particularly in managing client expectations throughout a project.
- Communication Skills: A confident communicator with excellent listening ability and a good telephone manner, able to explain technical information clearly to both technical and non-technical audiences.
- Self-Motivation: Keen to help and assist others, with a willingness and enthusiasm to learn.
- Acting with Urgency: Ambitious and hard-working, with a sense of urgency and a commitment to delivering great results in a timely manner.
- Adaptability: Enthusiastic about technology and its use, with evidence of self-development and self-learning to stay current in a constantly evolving IT landscape.
- Professionalism: Well presented, outgoing and friendly, representing the company in a positive manner at all times.
- A full, clean driving licence is essential.
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