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Probrand Ltd is a leading IT services provider offering computer services to a wide range of SME clients across the country. A new opportunity has arisen within our technical team for a Support Engineer providing remote and telephone support to our varied customer base. This is a hybrid role mainly working from home working alongside a team of engineers and offers a chance to develop your technical skills and grow within a dynamic and successful IT company. We are the IT department for many customers or provide a point of escalation for other IT Support departments so you will ideally have experience in a similar role and be familiar with many of the technologies listed below.
Job Responsibility:
Providing technical support to customers
Acting as ‘Fast Response’ to desktop user issue preventing them from working
Support the Service Administrator in taking telephone calls to the main support line and logging support tickets
Ensuring that the Service Level Agreements (SLA) are always adhered to
Taking ownership of an issue up to the point of resolution or escalation
Following helpdesk procedures and policies
Remain up to date with the latest technologies and platforms
Requirements:
Microsoft Windows, 7, 10, 11 – Installation & Troubleshooting skills
Microsoft Office all recent versions including 365
Microsoft Windows Server 2008, 2012, 2016, 2019, 2022 and 2025 (AD, DHCP DNS etc.) – training will be provided
Microsoft Exchange Server 2007, 2010, 2013, 2016, 2019 and Exchange online – an advantage but training will be provided
Basic Networking (TCP/IP) – Troubleshooting network and internet issues but training will be provided
Some Knowledge of ADSL / Routers / Switches – training will be provided
Basic Firewall knowledge – Ideally SonicWALL however product training will be provided
Basic Knowledge of Desktop and Server hardware troubleshooting
Exposure to Antivirus Software, AVG, SOPHOS & Bitdefender
Exposure to Backup Software – Backup Exec, Veeam
Ability to work independently and take initiative
Willing to go the ‘extra mile’ in helping solve client issues
Strong communication skills both written and verbally
Analytical and methodical approach
Ability to work under pressure and manage different call priorities
Keenness to expand knowledge both in and out of work
Escalate calls to the Senior Engineers when appropriate
Must be able to communicate clearly at a technical and end user level
Must have excellent documentation skills
Nice to have:
Any Kaseya, VMware, Hyper V experience a bonus
Ideally MSP experience but not essential
Possession of any IT qualification including MCP/CompTIA A+ would be desirable but not required
What we offer:
31 days’ holiday including bank holidays
Option to buy and sell annual leave
Life Insurance
Free and confidential access to our Employee Assistance Programme – 24/7 health, financial and wellbeing support
Tailored benefits platform – includes discounts on retail, travel, gym and leisure
YuLife wellbeing app with 24/7 access to a virtual GP service, free will writing service and second medical opinion scheme
Cycle to work salary sacrifice scheme
Electric car salary sacrifice scheme
Paid Volunteer Leave
Training and professional development opportunities
City centre office – including onsite café and free access to gym, shower facilities, and secure bike lockers