Overview
The IDS Engineer will be part of a public sector team, contributing to the management and support of Microsoft technology solutions while ensuring incident resolution and service availability. This contract role focuses on troubleshooting, support, and improvement of IT services, collaborating with various stakeholders to enhance operational effectiveness within agreed service level agreements (SLAs).
Responsibilities
- Manage incident and request queues to ensure progression and resolution within SLAs.
- Provide support for the Microsoft technology stack, including Active Directory and Microsoft 365.
- Monitor and support end-user devices for compliance and configuration.
- Assist in major incident activities and provide technical updates as necessary.
- Conduct proactive monitoring to identify potential issues before they impact users.
- Support security monitoring, compliance reporting, and implement necessary remediation activities.
- Document technical processes and create knowledge articles for end-users and support staff.
- Identify and propose improvements and automation opportunities to enhance service quality.
Requirements
- Demonstrable work experience equivalent to SCQF level 7 or a degree.
- Hands-on experience with the Microsoft technology stack and endpoint management tools.
- Experience in an ITSM/Service Desk environment and familiarity with ServiceNow.
- Strong troubleshooting skills related to identity and endpoint management.
- Ability to produce technical documentation effectively.
- Basic understanding of security and compliance controls relevant to Microsoft 365.
- Excellent communication and analytical skills.
- Capability to work under pressure while maintaining attention to detail.