Primary Purpose of the Role
The Principal Engineer provides expert technical support and advice to users across multiple sites, platforms and technologies and guides the activities of others within the Service Delivery Team. S/he will also be responsible for implementing IT projects and consultations with customers.
The postholder reports to the Head of Technical Solutions on a day to day basis.
Key Accountabilities
Working across teams and closely with our customers, to promote and deliver high quality technical support on site and remotely.
Mentor and support the development and excellence of engineers across the team.
Responding to and resolving technical issues for our customers.
Responding to escalating issues from team or clients as appropriate.
Manage set-up activities for medium to large scale deployments/projects.
Ensure changes and enhancements are carried out to the required standard and on schedule.
Generate reports and recommendations for Managed Services Customers.
Maintain clear and efficient communication with management and customers at all times.
Achieve KPI’s for each of the services delivered
Monitoring and Management of System Alerts and Notifications and respond accordingly.
Maintain effective external relationships with vendors, consultants, and service providers; leveraging these relationships to ensure that the best fit solutions and resources are available to the company.
Analyse reactive service tickets to look for trends and underlying problems and look for ways to improve, by preventing issues and eliminating end user request.
Develop, review and maintain support documentation to assist others in restoring services and reduce the impact of unplanned outages.
Research and test new product offerings which may become part of our service offerings
Participate in afterhours maintenance, upgrades, troubleshooting and/or on-call availability
Education & Training
Maintain continuous personal development and participate in team-based development, education, training and learning.
Induction and training for assigned staff as required to maximise skill resources, (to include work placements where applicable).
The above is not intended to be a full list of all duties involved and consequently, you may be required to perform other appropriate duties assigned to you from time to time.
Capabilities/Competencies for the Role
This role utilises an occupation specific capability set which contains information from the Skills Framework for the information Age. See The Intuinet for applicable capabilities relevant to your role.
It utilises the Intuity Technologies Core Competency Framework applicable to all staff see The Intuinet for applicable capabilities.
Essential Requirements
Relevant third level degree and or minimum 10 years industry experience in a similar role.
A strong working knowledge of Microsoft 365, Azure, SharePoint, Teams and Microsoft 365 Security and Compliance is essential for this role.
Full clean driver’s license
Technical Knowledge of the following (not limited to the list below):
Microsoft 365
Azure
Azure AD
Exchange Online
SharePoint / OneDrive
Teams
Intune
M365 Security & Compliance
Virtualisation – Hyper V & VMware.
Storage Area Networks (SAN’s).
Disaster Recovery, including Azure Site Recovery or equivalent.
AWS
Google Cloud / GSuite
Networking
Managed Switches.
VLAN’s.
Wireless Access Points, stand alone, mesh.
Routers / Bridging.
Security
Firewalls such as SonicWall, Fortinet, Cisco, other.
Spam Filtering.
Web Filtering.
Endpoint protection such as Bitdefender,
Security best practices
Backup setups such as Datto BCDR, ArcServe, Veeam, Symantec, CommVault, Azure Backup.
MS Windows Server: 2008, 2012, 2016, 2019, 2022.
Domain Controller Setup.
Active Directory Administration.
Group Policy Management.
DHCP & DNS Management.
AD Domain Migrations.
Remote Desktop Server configurations.
SQL Server setups.
MS Exchange 2010 and above.
Windows 7, 10, 11.
