3rd Line IT Support Engineer

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

Job summary

A leading dynamic manufacturing business is seeking an experienced 3rd Line IT Support Engineer. You will be responsible for supporting an extensive end-user base and handling escalated incidents, with a focus on end-user compute solutions. This role offers a hybrid working model alongside a benefits package including a generous car allowance and bonuses.

Benefits

Car Allowance

5% Bonus

Company Pension

Employee Assistance Programme

Occupational Health Support

Holiday Purchase Scheme

Employee Discount Platform

Qualifications

• Strong experience in 3rd Line IT Support required.
• Experience in troubleshooting SD-WAN, Wi-Fi, and networking.
• Understanding of ITIL practices and management.

Responsibilities

• Providing 3rd line IT support to a user base of 400 onsite users.
• Managing and resolving escalated incidents and tickets.
• Troubleshooting networking incidents involving Aruba and Cisco.

Skills

3rd Line IT Support

Incident Management

Networking Troubleshooting

Microsoft Office 365 Administration

Excellent 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. North Nottinghamshire, T6/MN/1239372.
*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 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, Nottinghamshire, Nottingham, Derbyshire, Sheffield, Nottinghamshire, Permanent, T6/MN/1239372.