3rd Line IT Support Engineer

SUMMARY:
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POSITION INFO:

As a 3rd Line Support Engineer, you will be the escalation point for customers’ technical issues. You’ll be investigating challenging problems, diving deep into tickets to help resolve our customers’ queries. Working with the latest technologies, which includes server and storage hardware, virtualised environments and Cloud services, you will be communicating with customers at all levels, translating between the technical and non-technical worlds.

You’ll be prepared to suggest improvements to get to the root cause, work to move the technical solution forward and reduce the recurrence of issues. No two days are ever the same so expect to be challenged in a fast-paced and enjoyable environment.

You will need to be a clear confident and professional communicator. You will play a key role in the team meeting the high level of service we strive to deliver. This role will give you exposure to our impressive portfolio of IT products and services, helping to drive forward your knowledge and progression. You will need to be able to demonstrate an excellent customer service approach and have great IT skills with a good working knowledge of a wide range of products.

If you want to further your career with a vibrant and fast-paced organisation, this is the role for you.

Responsibilities:

The extent of your duties will include but are not limited to:

• Providing remote support via tickets raised to resolve customer issues, acting as an escalation point for 1st & 2nd Line Engineers
• Taking ownership of complex issues to resolution providing technical support via telephone, email, and remote access.
• Overseeing remote monitoring escalation tickets
• Research and identify solutions to complex software and hardware issues.
• Provide in depth understanding of virtualised solutions, Cloud services such as Azure, Microsoft 365, Networking and firewalls.
• Prioritise and manage several open tickets at one time, monitoring responses and any upcoming SLA events.
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
• Ensuring customer processes and documentation are kept up to date.
• Mentor and provide guidance to other team members
• Stay current with emerging technologies and industry best practices to continually improve the IT environments.

Experience / skills required

• A minimum of 5 years' experience in an IT Service environment
• High level of technical experience gained in a hands-on-role
• Excellent verbal & written English
• Robust influencing and interpersonal skills with the ability to communicate at all levels
• Ability to prioritise and handle multiple assignments at any given time
• Be flexible and able to commit the time required to get the job done in line with business needs
• Highly organised with excellent time management skills and attention to detail
• Desire to learn new products and technologies
• Can-do attitude
• In depth Windows Operating System knowledge (Desktop and Server)
• Microsoft 365 Administration
• Microsoft Intune
• Server Administrative Tools (Active Directory, Group Policy)
• Firewalls & Switches
• Network Devices
• Networking protocols (TCP/IP, DNS, DHCP and VLAN) and VPN Systems
• Microsoft Azure (AVD, FSLogix and Entra ID)
• VMWare / Hyper V expert
• Citrix

Beneficial experience / skills

• Demonstrable development of automation and scripting
• Experience in infrastructure as code (Terraform etc)
• Management of complex networks / infrastructure

The following certifications would be beneficial:

• A diploma or degree in Information Technology, Computer Science, or a related field.
• CompTIA A+
• CompTIA N+
• Microsoft 365 Certified: Endpoint Administrator Associate (MD-102)
• Microsoft Certified: Azure Administrator Associate (AZ-104)360