Job Description

About Tivarri

Founded in 2010, Tivarri exists to meet the information technology needs of our clients. With offices in London and Bath, we support more than a hundred organisations with Microsoft based deployments. Our clients typically take a cybersecurity seriously and entrust Tivarri to assist them in protecting their assets and provide a market-leading response times to potential issues and queries.

We are experts in cybersecurity, Microsoft 365 deployments, business continuity and cloud solutions. Our team comprises skilled specialists who look after a wide range of customers from those in charities, to UK critical national infrastructure and financial services organisations.

Senior IT Helpdesk Engineer

We are looking for a Senior IT Helpdesk Engineer for our office in London.

What do we mean by senior? We mean someone who can handle customer queries and issues all the way through with no handoffs, a level 1,2 and 3 engineer rolled into one. Previous experience working in this way is key to success in this role.

At Tivarri, one engineer owns the issue from the first hello to the final resolution without unnecessary delays. When users call our IT helpdesk, they get instant access to combined 1st, 2nd and 3rd line support, and most of the time it's delivered by the same experienced engineer from start to finish.

Tivarri is not a typical Microsoft reseller.

We take the raw tools inside Microsoft 365 and engineer a secure, compliant environment, configuring every control, tuning every policy, and closing every gap the defaults leave open. Our engineers know what is included in every 365 licence, how to choose them given the customer's budget and requirements and how to configure it. While we leverage Microsoft technologies including Microsoft 365, we operate our own cloud-based infrastructures. As one of the longest serving providers in the market, you'll be joining a team of experts in their field with extensive knowledge of cloud technology. A keen knowledge of web hosting and registration is a must.
You need to be a natural problem solver with savvy research skills and a can-do attitude. You will need to not only understand the customer's issue but understand the context in which they operate and what would be "right" to resolve their issue or answer their question rather than what is expedient. Customer first is our approach, always.

Please note this is a

full-time, office-based role

. As a business we believe that teams work best when members interact in person particularly when you will be training/mentoring junior members of staff and collaborating with the wider team.

What you will be doing:

Respond to Helpdesk tickets and remotely support users Automate building devices through MS Autopilot, Intune and other MDMs to minimise IT touch points Maintain IT systems documentation and knowledge base Advising clients on Cyber Security best practices and implementation Cyber Essentials certifications Independently research and implement improvements for ongoing IT projects Ensure regular maintenance tasks are completed and recorded Ensure adherence to all internal IT and Security policies Patch and maintain systems, sometimes out of business hours Routine health and security checks of infrastructure and recommendation or enhancements where necessary Perform on-site customer visits e.g. to setup new systems Assist in mentoring apprentices Manage new customer migration projects, customer upgrades and enhancements Installation, configuration and management of customer networks both wired and wireless

Experience you will need to have:

Strong knowledge and experience of MS/Office 365 suite of products (Office, Exchange, Azure AD, SharePoint, OneDrive, Teams, Intune) Strong knowledge of Microsoft Business Standard, Premium, E3 and E5 licensing features Knowledge of M365 multi-tenant management solutions Anti-virus, anti-phishing solutions and phishing simulations Financial Services IT support and/or UK MSP experience preferable Working with and deploying virtual machines Connections over Remote Desktop Services Windows desktop troubleshooting Active Directory / Group Policy Managed backup solutions Website hosting and registration Networking - Physical, VLANs, NATs

What you will need to succeed:

Minimum of 5 years' experience

of working in a HelpDesk/Support role Excellent knowledge of Microsoft 365 including licence types and the management of customer entities An ability to think systematically, what are the possible causes of an issue and which you should look at/rule out first A friendly and reassuring demeanour with an eye for customer satisfaction Excellent documentation skills Proven ability to work independently with minimal supervision Be a self-starter that can initiate ideas Good planning and time management skills Must be a team player, energetic with a positive 'can do' attitude You'll be detail-oriented, and highly organised to manage multiple projects Ability to work with people at all levels

What you will receive:

Technical mentorship and training where needed 20 days holiday plus Public Holidays Company pension Private medical insurance Exposure to a wide range of technologies including servers, data centres, networks, and security

Pre-employment checks:

Unfortunately,

we do not offer visa sponsorship

and cannot consider candidates who do not have right to work in the UK. We undertake the relevant/ standard employment checks if you are successful in the selection process. This includes taking up references, a Disclosure and Barring Service (DBS) check and a right to work check.

Job Type: Full-time

Pay: Up to 45,000.00 per year

Benefits:

Company pension Life insurance Private medical insurance
Ability to commute/relocate:

London EC1R: reliably commute or plan to relocate before starting work (required)
Application question(s):

Have Level 3 HelpDesk experience
Experience:

IT Helpdesk: 5 years (required)
Language:

English (required)
Work authorisation:

United Kingdom (required)
Work Location: In person