3rd Line IT Support Engineer

eRecruitSmart; York; On-site; GBP 34,000 - 40,000; Full time

Job summary

A leading Managed Services Provider in the UK seeks a 3rd Line IT Support Engineer to join their team. You will troubleshoot high-level technical issues, manage client jobs, and ensure excellent service quality. Candidates should have experience with Windows Server and cloud technologies. The role offers a competitive salary of up to £40,000 per annum, along with 33 days of holiday inclusive of bank holidays.

Benefits

33 days holiday inclusive of bank holidays

Qualifications

• Experience with Windows Server 2012/2016/2019 administration.
• High-level troubleshooting and triage skills.
• Excellent time management and communication skills.

Responsibilities

• Act as troubleshooting lead for high-level technical issues.
• Manage own time effectively for client jobs.
• Communicate actions accurately and in good time.

Skills

Windows Server administration

Virtualization (VMWare, Hyper-V)

Cloud technologies (Azure, RDS, Citrix)

Networking and firewalls

Exchange and 365 administration

Education

GCSE or equivalent

Tools

PowerShell

Job description

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We have an excellent opportunity for a 3rd Line IT Support Engineer to join this growing and reputable team of technicians at this leading and award-winning ISO 9001 & ISO 27001 accredited solutions and systems development, Managed Services Provider based in Brighouse, West Yorkshire.

About the company
Our client delivers proactive IT support from West Yorkshire working with clients across the UK and beyond. They specialise in working with the Legal Sector and have a proven track-record in transforming Professional Services organisations.

About the role
As a 3rd Line IT Support Engineer, you will be responsible for troubleshooting and resolving any technical issues that have been escalated through the helpdesk from 1st Line IT Support Engineers and 2nd Line IT Support Engineers while providing excellent customer service and your main duties will include:

• Act as troubleshooting lead for high level technical issues, high priority tickets and MSO’s
• Visit client’s sites as and when required
• Manage own time effectively and ensure client jobs are logged
• See Technical Escalations through from beginning to end
• Escalate tickets that need 3rd line resource into 3rd line queue and resolving
• Escalate tickets to Operations team in good time where required to ensure satisfactory resolutions
• Maintain the 3rd line and escalations queue to resolve issues as quickly as possible
• Log troubleshooting and ticket notes accurately and in good time to ensure everyone has visibility of actions completed
• Communicate accurately and within good time
• Flag areas of risk / improvement within the firm if identified
• Train other members of the team in all things technical

About you
To be successful for the role of 3rd Line IT Support Engineer you must have experience using the following systems in order to be considered for this role:

• Administration and setup of Windows Server 2012/2016/2019
• Virtualization technologies (VMWare, Hyper-V)
• Cloud technologies and concepts (Azure, RDS, Citrix)
• High-level networking, routing and firewalls (Sophos preferential but not essential)
• Exchange and 365 tenant administration

As a 3rd Line IT Support Engineer, you will also need to be / have:

• Excellent time management and communication skills
• Ability to report at all levels in the chain of command
• GCSE or equivalent (preferred)
• Approachable – ensure employees feel comfortable to ask for assistance
• Always be thinking long term fixes and not short term
• Excellent troubleshooting and triage skills
• Desktop and application support (Windows 7/10, Microsoft Office and bespoke application troubleshooting)
• Printer setup and administration
• VOIP Technologies
• Automation – PowerShell or other (desirable but not essential)

About the rewards
For the role of 3rd Line IT Support Engineer, you will work Monday to Friday (with the option of on call) and you will receive an excellent salary of up to £40,000 per annum depending on experience, plus company benefits including:

• 33 days holiday inclusive of bank holidays