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IT Application Engineer

Isle of Man
Permanent
Our client seeks an IT Applications Engineer - Managed IT to join their team.
 
Working within the Application Support engineering team, this role is responsible for implementation, monitoring, supporting, managing, and escalating of all Mimecast and Managed IT related services while also being accountable for customer satisfaction.
 
The ideal candidate will be highly motivated, organised, have excellent communication and interpersonal skills, with proficient problem-solving capabilities and technical acumen to support a fast paced and demanding environment.
 
Key Responsibilities
  • Install, maintain and retire services across both the Managed IT and Mimecast portfolio.
  • Provide support on Mimecast & Managed IT customer faults.
  • You will have the opportunity to provide subject matter expertise on technical solutions, and act as a technical point of contact for implementation projects and in-life service delivery.
  • Mentor staff on Mimecast & Managed IT related issues.
  • Escalate if required by consulting with the appropriate teams to resolve the tracking tickets.
  • Provide customers with regular updates maintaining good customer satisfaction.
  • Lead on Mimecast & Managed IT related projects. Create and update BCs and other documentation etc
  • Assist with the development and improvement of processes, procedures, and Work-instructions.
  • Follow operational processes and procedures applicable to both areas
  • Participate in the out-of-hours, on-call retainer system if required.
  • Communicate clearly to customers the service deliverables, delivery plan and ongoing progress with the assigned Project Manager
  • Work with the teams to ensure customer satisfaction levels are exceeded.
  • Ensure that Services/Projects are documented and delivered effectively.
  • Record and store customer meeting notes
 
Key Skills & Experience
  • Significant experience in a similar role
  • Strong experience in Managed IT, technologies and solutions.
  • Experience with administering Citrix technologies: ADC, Virtual Apps & Desktops and Citrix Cloud. Citrix Virtual Apps and Desktops (XenApp and or XenDesktop) Would be an advantage.
  • Demonstrated ability to effectively communicate by phone, in person or written.
  • Shows initiative and acts independently to resolve problems.
  • Microsoft 365, Windows 10 /11 (incl. WVD/VDI), Intune/SCCM, Office 365, Enterprise Mobility + Security (EMS), SharePoint, Teams.
  • Email security gateway tools
  • Experience in supporting Mimecast products/services, ideally backed up with Mimecast Warrior and Gladiator qualifications (or equivalent with another product).
  • Microsoft/Office 365 Security - Azure ATP, DLP, AIP, Windows Defender ATP
  • Experience of customer relationships with the confidence and presence to successfully discuss and advise customers.
  • Demonstrated ability to achieve successful outcomes in handling difficult situations and work with various customers and management levels.
  • Professional in attitude and demeanour
  • Technically skilled, highly motivated individual.
  • Knowledge of Networking: DNS, DHCP, IP Subnetting.
  • Hands on experience with Wired and Wireless networking.
Your specialist: Debbie Amankwa
Quote job ref: 15839

Hi, I'm Debbie and I look forward to receiving your submission for this fantastic opportunity with this business.

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