Technical Support Engineer

Ingenii Search is working with a rapidly expanding company that specialises in providing IoT solutions to building management companies. This enterprise firm and growing, this innovative company helps streamline and optimise smart building systems, enabling efficient and intelligent management of facilities. As their portfolio of clients expands, they are looking to strengthen their support team by hiring a skilled Support Engineer with experience in 1st, 2nd, and 3rd line support.

Position Overview:

As a Support Engineer, you will be the first point of contact for clients, resolving technical issues related to Azure. You will handle a range of support tasks, from basic troubleshooting (1st line support) to more complex diagnostics (2nd line) and in-depth problem resolution (3rd line). You will be responsible for ensuring smooth operations for clients’ IoT systems, azure support and hosting issues. This is enabling efficient and reliable management of their building technologies.

This role offers the opportunity to work with cutting-edge IoT technology, collaborating closely with internal teams to deliver superior service to clients. You will be joining a fast-paced, growing team that values innovation, continuous learning, and technical excellence.

Key Responsibilities:

• Provide 1st, 2nd, and 3rd line support for clients, troubleshooting IoT-related issues across a variety of smart building systems.
• Windows Server (2012 R2, 2016, 2019, Hyper V)
• Respond to customer queries through phone, email, and ticketing systems, ensuring timely and effective resolution of problems.
• Escalate complex technical issues to the appropriate teams while maintaining ownership of the issue until resolution.
• Analyse and diagnose IoT hardware and software issues, determining root causes and implementing solutions.
• Collaborate with internal teams such as engineering and product development to identify improvements and enhance service delivery.
• Maintain accurate documentation of support activities, issues, and resolutions.
• Keep up-to-date with the latest IoT technologies and best practices to continually improve support services.

Requirements:

• Proven experience in 1st, 2nd, and 3rd line support, ideally within cloud software such as Azure.
• Interest in IoT systems and protocols used in building management (e.g., sensors, control systems, and smart devices).
• Excellent troubleshooting skills with the ability to diagnose issues quickly and accurately.
• Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• A strong understanding of core network protocols and services (TCP/IP, DNS).
• Desirable Technical Certifications: MD-102, MS-700, SC-400, AZ-104, AZ-140, Extreme networks WiFi, FortiGate firewalls
• Microsoft Windows-based networks and servers, including Active Directory, Entra ID (Azure AD), Azure Virtual Desktop, Intune

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Why Join Us?

• Be part of a fast-growing and dynamic company that’s at the forefront of IoT solutions for building management.
• Opportunity to work with the latest technologies in a collaborative and innovative environment.
• Competitive salary and benefits package.
• A culture of continuous learning and professional development.