3rd Line IT Service Desk Engineer

Tailor Made Technologies

Winchester

On-site

USD 46,841 - 73,608

Full time

14 days+

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Benefits offered by this job

Training opportunities

Progressive working environment

Birthday off

Flexi health plan cover

Company pension

Active Social Committee

Free breakfast

Pool table

Job summary

An established industry player is seeking a skilled 3rd Line IT Engineer to join a vibrant Service Desk team. This role offers the chance to mentor junior engineers while providing advanced technical support in a fast-paced, customer-focused environment. With a commitment to employee growth, the company provides tailored training opportunities and a supportive atmosphere. You'll be responsible for managing incidents, troubleshooting complex IT issues, and ensuring seamless operations. If you're ready to make a real impact in a collaborative setting, this opportunity is perfect for you.

Qualifications

Proven experience in providing expert-level technical support.
Ability to mentor junior engineers and manage escalated incidents.

Responsibilities

Provide advanced technical support for complex IT issues.
Manage incidents and implement long-term solutions to prevent recurrence.

Skills

Advanced Technical Support

Incident Management

Problem Management

Change Management

Technical Documentation

Customer Support

Training and Mentoring

Microsoft Windows

Microsoft Exchange

Active Directory

Group Policy

DNS

Router Configuration

Firewall Configuration

Server Hardware Support

VMware

Office 365

Microsoft Azure

Microsoft Intune

SSL Certificates

Organisational Skills

Results Driven

Team Player

Self-Motivated

Resilience

Job description

Overview of the role

Are you an experienced IT professional looking for your next challenge? We’re on the lookout for a talented 3rd Line IT Engineer to join our growing vibrant and collaborative Service Desk team. You’ll be working alongside a close-knit group of four skilled engineers who are passionate about delivering exceptional support and solving problems together and independently.

As a member of our team, you’ll have the opportunity to mentor and guide junior engineers, helping them grow while making a real impact on the team’s success. We’re all about fostering a supportive environment, and we fully invest in your growth with tailored training, progression plans, and plenty of opportunities to advance your career.

While you’ll be part of a fast-paced, customer-focused environment, we’re committed to giving you the tools and support you need to thrive. As part of the role, there is an on-call rotation once a month.

If you’re ready to bring your expertise to a place that values your growth and development, we’d love to hear from you!

Benefits of working for Tailor Made Technologies:

Training opportunities set out with a clear training structure
Progressive working environment with access to voice your opinions to decision makers
Your birthday off
Flexi health plan cover and access to a range of Health Benefits
Company pension
An active Social Committee who plan monthly competitions and events
A brilliant breakout room with free breakfast and a pool table

Duties and responsibilities of our 3rd Line IT Service Desk Engineer:

Advanced Technical Support: Provide expert-level technical support to address complex issues escalated from lower tiers (1st and 2nd line support). This may involve troubleshooting hardware, software, and network-related problems.
Incident Management: Take ownership of escalated incidents, ensuring they are resolved efficiently and effectively within agreed-upon service level agreements.
Problem Management: Identify underlying root causes of recurring incidents and implement long-term solutions to prevent their recurrence. Conduct thorough root cause analysis and document findings for future reference.
Change Management: Assess and implement changes to IT systems and infrastructure, ensuring minimal disruption to operations.
Technical Documentation: Create and maintain comprehensive documentation.
Customer Support: Interface with external vendors and third-party service providers to resolve technical issues and procure necessary hardware or software.
Training and Mentoring: Provide guidance and support to junior engineers and support staff.
On Call: There is an expectation to be on call once a month.
Microsoft Windows desktop and server configuration and support experience
Microsoft Exchange On Prem and Online configuration and support experience
Terminal server environment configuration and support experience (Citrix, AVD, RDS)
Active Directory configuration and administration
Strong knowledge and understanding of Group Policy
Good understanding of DNS
Router configuration and support experience (Cisco, HP, Draytek)
Firewall configuration and support experience (Watchguard, SonicWALL)
HP ProLiant & Dell PowerEdge Server Hardware support experience
VMware & Hyper V support experience (VCP an advantage)
Storage technologies (NAS, NetApps, Synology)
Strong understanding of Office 365
Strong understanding of Microsoft Azure
Strong understanding of Microsoft Intune
Strong understanding of SSL Certificates
Organisational skills
Results driven with a proven track record
Team player
Self-motivated and proactive
Ability to be resilient and to work under pressure