IT Support Engineer

About the client

Our client is a software product company. Its platform helps cloud and managed service providers keep their Microsoft licensing accurate, stay ready for audits and control infrastructure costs across hybrid environments. In this role you will be the technical point of contact who helps customers get the platform running in their infrastructure and keeps it working.

Responsibilities

• Onboard new customers and guide them through rolling out the platform's data collectors on their servers
• Handle first and second line support requests through the ticketing system; customers expect a reply within minutes
• Investigate issues: analyse logs, find the root cause and reproduce customer setups in a test lab
• Diagnose connectivity between collectors and the central server: firewalls, proxies, open ports
• Keep customers informed with clear, structured updates during troubleshooting and incidents
• Explain technical problems and solutions to non-technical stakeholders 

Requirements

• Hands-on Windows Server administration: Active Directory, DNS, SQL Server, Exchange, SharePoint Linux administration experience
• Experience with Hyper-V and/or VMware
• Good networking fundamentals, especially firewall, proxy and port connectivity troubleshooting
• Strong analytical and critical thinking skills
• Customer-facing support experience and clear communication in English
• Background at an MSP or system integrator, with exposure to many different customer environments, is a strong advantage

Nice to have

• Basic knowledge of Azure, including hybrid server management and licensing scenarios 
• Basic understanding of CI/CD concepts
• Basic Docker and Docker Compose skills
• Experience with other platforms: Proxmox, KVM, Red Hat, OpenStack