Overview
The DV Cleared Support Engineer will play a vital role in the design and delivery of secure digital solutions in highly controlled environments. Collaborating closely with engineers, architects, and delivery specialists, the successful candidate will support various technologies that enhance decision-making for critical operations. This on-site position requires the ability to provide 2nd line support and respond to end-user inquiries while ensuring effective communication during incidents and maintenance events.
Responsibilities
- Respond to incoming support tickets and provide regular updates on progress.
- Provide 1st/2nd line support for services and infrastructure, escalating complex issues to 3rd line support as needed.
- Deliver desk-side and remote end-user support.
- Issue communications to user communities regarding incidents and maintenance events.
- Respond to monitoring alerts, triage issues, and escalate where necessary.
- Maintain and update incident tickets appropriately, contributing to the major incident process when required.
- Document incident resolutions in both the ticketing system and the wider knowledge base.
- Occasionally travel to remote sites as required.
Requirements
- Experience in Windows 10/11 administration.
- Proficiency in Azure/Entra/AD administration.
- Familiarity with Microsoft 365 administration and endpoint management.
- Ability to run PowerShell scripts.
- Experience with end-user device provisioning and onboarding.
- Understanding of security concepts including MFA and Conditional Access.
- Experience with an ITSM equivalent tool, preferably the Atlassian suite.
- Exposure to Linux systems (Ubuntu, CentOS) is beneficial.