3rd Line IT Support Engineer

Preferred Title; Dundee; On-site; GBP 37,000; Full time

Job summary

A growing business in Dundee is looking for an experienced 3rd Line IT Support Engineer. You will provide advanced technical assistance, resolving complex IT issues while ensuring the smooth functioning of clients' IT environments. This role offers a competitive salary, benefits, and opportunities for career advancement while contributing to a dynamic team.

Benefits

29 days holiday increasing over time

Dedicated training time each month

Personal time allowance for work-life balance

Insurance plan

Company pension scheme

Career advancement opportunities

10 days per year working from home

One Friday afternoon per month

Training from home

Qualifications

• Extensive hands-on experience in providing IT support, preferably within a Managed Service Provider environment.
• Strong expertise in Microsoft technologies, networking, and virtualization.
• Relevant industry certifications such as CompTIA A+, Network+, or equivalent.

Responsibilities

• Providing expert-level technical support and troubleshooting for IT issues.
• Collaborating with support teams to resolve complex issues efficiently.
• Conducting proactive system monitoring and maintenance.

Skills

Problem-solving

Technical support

Networking

System optimisation

Education

Bachelor's degree in Computer Science

Tools

Microsoft Windows

Windows Server

Active Directory

Exchange Server

VMware

Hyper-V

Microsoft Azure

AWS

Job description

A growing business is seeking an experienced and motivated 3rd Line IT Support Engineer to join its dynamic team in Dundee. You will ideally possess a strong technical background, excellent problem-solving skills, and a passion for delivering exceptional IT support services to clients. This is a crucial role, providing advanced technical assistance to resolve complex issues and ensuring the smooth functioning of clients' IT environments.

Along with a salary of up to £36,500 per annum (depending on experience), you will receive a range of benefits including 29 days holiday increasing over time, dedicated training time each month, a personal time allowance for better work-life balance, an insurance plan, company pension scheme, career advancement opportunities, 10 days per year working from home, one Friday afternoon per month, and training from home.

You must be currently located within the Dundee region (no more than 30 minutes drive). This is a predominantly office-based role, except for client visits.

As a 3rd Line IT Support Engineer, your responsibilities will include:

• Providing expert-level technical support and troubleshooting for a wide range of IT issues, including networking, hardware, software, and security concerns.
• Collaborating with Level 1 and Level 2 support teams to escalate and resolve complex issues efficiently while maintaining effective communication with clients and stakeholders.
• Acting as a point of escalation for critical incidents, demonstrating the ability to analyse, diagnose, and implement solutions in a timely manner.
• Performing proactive system monitoring, maintenance, and optimisation to identify and address potential issues before they impact clients' operations.
• Assisting in the design, implementation, and management of IT solutions, including network infrastructure, cloud services, and security protocols.
• Conducting thorough root cause analysis for recurring issues and contributing to strategies to prevent future occurrences.
• Documenting support processes, procedures, and troubleshooting steps for internal knowledge bases and client documentation.
• Participating in client meetings to provide technical insights, recommendations, and updates on ongoing projects and support activities.
• Staying updated on industry trends, emerging technologies, and best practices to enhance your technical skills.

Requirements for a 3rd Line IT Support Engineer:

• Bachelor's degree in Computer Science, Information Technology, or equivalent work experience.
• Extensive hands-on experience in providing IT support, preferably within a Managed Service Provider environment.
• Strong expertise in Microsoft Windows, Windows Server, Active Directory, and Exchange Server.
• Proficiency in networking concepts & protocols, including TCP/IP, DNS, DHCP, VLANs, and routing.
• Experience with virtualization technologies such as VMware or Hyper-V.
• Experience in migration and installation of Server & M365 systems, including full deployment of M365.
• Familiarity with cloud services such as Microsoft Azure or AWS is a plus.
• Relevant industry certifications such as CompTIA A+, Network+, Security+, Microsoft Certified: Azure Administrator, or similar are desirable.
• Full UK Driving Licence.

To apply, click "apply online" and upload an updated copy of your CV.

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