Job Description

Senseco Systems Limited

Based in Kent, Senseco Systems is the UK's industry-leading, independent fire and security specialist. We are renowned for our expertise in the design, supply, installation, commissioning and maintenance of fire, suppression, voice, security and integrated systems.


Our name SensEco stands for:

"Sense" as fire and security sensors are core competencies and "Eco" to underscore our strong commitment to the environment and protecting our planet.

Senseco Systems owns other companies across the UK. They include Firecheck Contracts, Arc Monitoring, Guide Security and Power Plus.


Providing advanced technical support to end-users across a multi-site network and resolving complex issues that have been escalated from 1st line support. This role requires strong problem-solving skills, excellent communication abilities, and a solid understanding of IT systems and applications.


Key Responsibilities

Respond to escalated support tickets from 1st line support in a timely manner. Diagnose and troubleshoot hardware and software issues across a variety of platforms. Manage and resolve incidents related to networks, servers, and applications. Collaborate with third-party vendors for escalated issues and service requests. Document all support interactions and maintain an updated knowledge base. Assist in the training and mentoring of 1st line support staff. Participate in system upgrades, maintenance, and deployment activities. Ensure compliance with IT policies and procedures. Monitor system performance and recommend improvements. Provide exceptional customer service and communicate technical information effectively.

Key Skills, Knowledge and Experience


Skills

Excellent analytical and problem-solving abilities. Strong communication and interpersonal skills. Ability to work independently and as part of a team. Strong organizational skills and attention to detail. Ability to manage multiple tasks and priorities effectively.

Experience:

Minimum of 3 years of experience in IT support, preferably in a second line support role. Strong understanding of operating systems (Windows, macOS, Linux) and common applications. Experience with networking concepts, TCP/IP, DNS, DHCP, and VPNs. Familiarity with ITSM tools (e.g., Atera, Jamf). Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified) are a plus.

Knowledge

Windows Server OS (2012-2022) Microsoft Office365 Administration (Sharepoint, Azure and O365) Active Directory & Azure AD Networking (TCP/IP, DNS, DHCP, VPN & VLAN management) Cisco Meraki (Switch routing/Firewalls/WiFi) Virtualisation (Hyper-V) Microsoft Windows Operating Systems Full driving license and willingness to travel to different sites within the group. SimPro (Desirable)

You may be required to work outside of normal business hours, according to the needs of the business.