3rd Line IT Support Engineer

MACKENZIE JONES IT LIMITED; South Yorkshire; Hybrid; GBP 50,000 - 55,000; Full time

Job summary

Join a leading dynamic manufacturing business as a 3rd Line IT Support Engineer in Barnsley, South Yorkshire. This role provides an opportunity to support a large end user base while troubleshooting networking incidents and improving IT service delivery. With a competitive salary, hybrid working model, and a robust benefits package, this position is ideal for experienced IT support professionals dedicated to enhancing user experiences.

Benefits

Car Allowance

Bonus

Company Pension

Employee Assistance Programme

Occupational Health Support

Holiday Purchase Scheme

Employee Discount Platform

Qualifications

• Strong 3rd Line IT Support experience required.
• Experience in an Enterprise Environment for upgrades.
• Knowledge of core IT Infrastructure products at 3rd Line level.

Responsibilities

• Provide 3rd Line IT Support for end user base (x400 onsite users).
• Troubleshoot Networking Incidents and manage escalated tickets.
• Align IT support practices to the ITIL Framework.

Skills

3rd Line IT Support

Incident Management

Problem Management

End User Compute

Networking Troubleshooting

Microsoft Office 365

Active Directory

ITIL Practices

Collaboration

Communication Skills

Job description

3rd Line IT Support Engineer - £50k - £55K + £5,460 Car Allowance + 5% Bonus + Benefits Package. Hybrid Working - 4 Days a Week Onsite. Barnsley, South Yorkshire. T6/MN/1239423.
*Must be Eligible to work in the UK.

Leading dynamic manufacturing business requires an experienced 3rd Line IT Support Engineer. The role will suite a 3rd Line IT Support professional with broad experience covering End User Compute & the ability to troubleshoot Networking Incidents.
*This is a Business As Usual (BAU) - 3rd Line IT Support role.

Role:

• Provide 3rd Line IT Support for an end user base of (x400 onsite end users & approximately 2,500 UK Wide) - The role sits within a 3rd Line IT Support team of - x6 3rd Line IT Support Engineers.
• Main bulk of the role will focus on supporting End User Compute - mainly 3rd Line Remote Desktop Support - with some onsite IT Support for x400 onsite end users.
• Role will sit in a 3rd Line Support team - dealing with escalated Incidents & Tickets.
• Managing & resolving 3rd Line Incidents.
• Troubleshooting Networking Incidents - SD-WAN, Wi-Fi, Aruba, Cisco, Networking.
• ITIL Framework - aligning to the ITIL Framework - SLAs, Incident & Raising IT Change Requests etc.

Skills Experience Required:

• 3rd Line IT Support - must have strong 3rd line IT Support experience.
• Strong Incident & Request Management experience.
• 3rd Line IT Support - Incident, Problem Management & End User Compute experience.
• 3rd Line IT Support in an Enterprise Environment - carry out upgrades & maintenance.
• Detailed understanding of core IT Infrastructure products- 3rd Line IT Support level.
• SD WAN - ability to troubleshoot.
• Networking Troubleshooting - Aruba or Cisco - troubleshoot Network Switching & Routing.
• Firewalls - ideally Fortinet or similar support experience.
• IOT & Operational Technology - how these can exist alongside IT.
• Microsoft Office 365 - Administration.
• Active Directory & Azure Active Directory - Hybrid Administration.
• MCM, Print Services, Entra, InTune & AutoPilot - other similar Microsoft tools.
• IDP - Identity Provider Platform - Okta or similar technology experience.
• Third Parties - Escalating issues to IT Third Parties - managing the process - ensure all Incidents & Requests are passed to Third Parties when required - managed in a professional & timely manner - ownership of the resolution to agreed closure.
• ITIL Practices - understanding of ITIL Best Practices - Incident Management, Raising IT Changes etc.
• Collaborative Approach to Teamwork.
• Excellent Communication Skills.

Desirable Experience:

• Cloud - AWS or Azure experience.
• Citrix Support.

Benefits Package:
Bonus + Company Car Allowance + Company Pension + Employee Assistance Programme (EAP) and Occupational Health Support + Holiday Purchase Scheme + Employee Discount Platform.

Keywords: 3rd Line IT Support, Aruba, Cisco, Wi-Fi, Enterprise IT Support, 3rd Line IT Support, Microsoft, Office 365, Active, Azure Active Directory, MCM, Print Services, Entra, InTune, AutoPilot, IDP, Identity Provider Platform, SD-Wan, LAN, Networking, Aruba, Cisco, Network, Switching, Routing, Firewalls, Fortinet, SSL Certificate, Incident Management, ITIL, IT Support, 3rd Line IT Support, Barnsley, South Yorkshire, Permanent, T6/MN/1239423.