Purpose of Position
To plan, implement, and document, standard infrastructure, network, and cloud-based projects for clients. Working closely with the Sales & Projects team, this encompasses various responsibilities to ensure the successful delivery of IT projects are completed within set budgets, and timelines to exceed client expectations.
Main Duties and Responsibilities
- Work closely with our pre-sales and projects team to understand the scope, and intended outcomes of required project
- Coordinate with Senior Project Engineers or Project Leads to implement and execute various assigned project tasks based on scope, and project plan
- Highlight any tasks or issues which fall out of original scope, or may impact client expectations, project budget or deliverables
- Communicate effectively with Account Executives, and Project teams to ensure all updates, changes, and any issues are delivered to the client
- Provide technical expertise and support during project implementation, troubleshooting any issues that arise
- Work on several projects in parallel in a fast-paced environment
- Ensure project documentation, including project plans, technical specifications, and user manuals, are accurate and up to date
- Ensure time entries, tasks, notes and relevant information are documented via our CRM / Ticketing system
- Coordinate with third-party vendors and suppliers to troubleshoot or implement various tasks relating to each project
- Collaborate with Senior Project Engineers to escalate and resolve complex technical issues
- Conduct maintenance audits and assessments on clients infrastructure to identify gaps and recommend improvements
- Communicate, update and support the HelpDesk team when projects impact a change to a clients environment, including how we support
- Always act in a professional and secure manner with all client information and Comwire IT delivery
- Proactively learn and remain current and accredited in key platforms and systems in the business
- Assist with various internal projects designed to improve service delivery, internal systems, processes and efficiencies
- Implement and deploy under supervision, or with support, projects related to the following:
o InTune / Autopilot.
o Azure Active Directory and Conditional Access
o Networking (Access Points, Switching, Routing, Firewalls, Wi-Fi) configuration and deployments
o Servers (including upgrades, migrations, deployments, new hardware set ups
o Microsoft 365 Migrations (SharePoint, Office 365, MS Teams Migrations)
o Backup and Disaster Recovery (On-prem/Cloud, upgrades, installs and restores)
o Security (Multifactor Authentication, VPN set ups, Essential 8 Audits) (essential)
o VMware / Hyper V design and implementation experience
o VoIP technologies (3CX Migrations, Broadsoft migrations (highly desirable, not essential)
Other Duties
Where requested and capacity permits, diagnose and troubleshoot support requests via the Help Desk
related to the following:
o InTune/Autopilot, Conditional Access, including custom application packaging and device management
o Networking, Firewall, Printing, WiFi and cloud issues
o Windows Server, Active Directory
o Microsoft 365, SharePoint, Azure, MS Teams
o Backup and Disaster Recovery technologies
o Windows & Apple operating systems
o VoIP technologies
Skills & Competencies
- Technical Acumen: The ability to implement technical solutions that are to best practice and standard.
- Communication: The ability to communicate clearly and concisely, varying communication style depending upon the audience.
- Attention to detail: Excellent attention to detail and written skills when communicating with others, both internally and externally.
- Problem Solving: The ability to own and deliver on projects confidently and efficiently.
- Leadership: Willingness to assist, mentor and support others as required within a team environment.
- Adaptability: flexible and adaptable to different environments, project scopes, and team dynamics.
- Adapting to changes and finding innovative solutions is crucial to overcome unexpected challenges.
- Risk Management: need to identify and assess potential risks and develop strategies to mitigate them.
- Proactive approach to risk management, anticipate potential issues, and implement contingency plans to minimise disruptions to the project.
- Quality Assurance: Strong focus on delivering high-quality projects by implementing quality assurance processes and ensuring adherence to industry standards and best practices. Attention to detail and commitment to delivering error-free solutions.
- Project Management: Strong project management skills to effectively plan, execute, and monitor project activities, ensuring they are completed on time, within budget, and meet the project objectives.
- Transparency: Communicate freely and effectively and is open to feedback on performance.
- Approachability: Receptive to others’ views and happy to assist other employees when needed
- Passionate: Encourages others and always bring their best self to work.
- Accountable: Owning situations and outcomes.
Technical Skills & Experience
- 3 Years previous experience working in a MSP environment in at least a L2 Support role; (essential)
- Minimum 1 year proven experience in a similar technical, project-focused role implementing, and delivering basic to intermediate projects including: (essential)
o Expertise in InTune/Autopilot, Conditional Access, device policies, Azure Active Directory and Microsoft 365
o Networking (Access Points, Switching, Routing, Firewalls, Wi-Fi) configuration and deployments
o Servers (including Deployments, On-prem to Cloud migrations or upgrades, windows, windows server
o Windows Server, Active Directory
o Microsoft 365, SharePoint, Azure, MS Teams Migrations
o Backup and Disaster Recovery upgrades or set ups
o Windows & Apple operating systems
o VoIP technologies (highly desirable, not essential)
o Cyber Security (highly desirable, not essential)
o VMware / Hyper V design and implementation experience
- IT Qualification (Computer Science, Computing or Engineering) (essential)
- MD-102 Endpoint Administrator Associate (preferred)
- A current driver’s license (essential)
- Network Services (essential)
o LAN Networks (Switching, Routing, VLANs)
o WAN and SDWAN Networks (Firewall, Routing, VPN)
- Industry certifications from Microsoft, Cisco, Fortinet, VMware (essential)
- Experience in Hyper-V, Azure and/or AWS (essential)
