3rd Line Support Engineer

JR United Kingdom; Caerphilly; Hybrid; GBP 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a skilled 3rd Line Support Engineer to join their dynamic team. In this pivotal role, you will provide expert-level support, manage escalations, and lead complex technical solutions. With a focus on ITIL best practices, you'll ensure outstanding service delivery while optimizing enterprise environments. This innovative firm values your contributions and offers a hybrid working arrangement, generous holiday allowances, and a comprehensive benefits package, including a pension scheme and private medical insurance. If you are passionate about technology and eager to make an impact, this opportunity is for you.

Benefits

25 days holiday

Holiday Purchase Scheme

CSR Volunteer Day

Personal wellbeing days

Pension scheme

Electric Vehicle salary sacrifice scheme

Death in Service cover

Partially subsidized Private Medical Insurance

Charity donation scheme

Hybrid working arrangement

Qualifications

• Experience in providing 3rd line technical support in ITIL environments.
• Strong knowledge of Microsoft 365, Intune, and endpoint security.

Responsibilities

• Delivering high standards in ITIL areas such as Incident and Problem management.
• Leading major incidents and root cause analysis.

Skills

Windows 10/11

Microsoft 365

Intune

PowerShell scripting

Firewall management

VPN management

LAN/WAN

DNS

DHCP

ITIL v3/4 Foundation

Job description

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Location:

Caerphilly, South Wales (Hybrid working arrangement, Mon & Fri optional WFH days)

Role Information

Our client offers IT Managed Services and Solution Design to complement several other products.

As the 3rd Line Support Engineer, you will be pivotal in providing expert-level support, managing escalations, and leading complex technical solutions.

Normal hours are from 08:00 to 18:00.

Shifts are either (09:00 - 17:30), (08:00 - 16:30), or (09:30 - 18:00).

Support may occasionally be required on weekends or bank holidays, with prior notice and appropriate pay adjustments.

Responsibilities

1. Delivering outstanding 3rd line technical support while adhering to high standards in ITIL areas such as Incident, Problem, Change, and Service Request management.
2. Leading on major incidents, problem management, and root cause analysis.
3. Managing and optimizing enterprise end-user environments, including Windows, MacOS, mobile devices, VDIs, and collaboration tools.
4. Supporting Microsoft 365, Intune, Active Directory, and Group Deploying, along with endpoint security, patching, and compliance policies.
5. Providing technical leadership to Level 1 and Level 2 engineers.
6. Maintaining and updating IT documentation.

Experience

The successful candidate should have experience supporting:

1. Windows 10/11, Microsoft 365, Intune, Autopilot, Azure AD, Group Policy, Sentinel.
2. Server technologies.
3. Firewall and VPN management.
4. LAN/WAN/WAN, DNS, DHCP.
5. PowerShell scripting.
6. Backup solutions and antivirus technologies.
7. Device management solutions.
8. ITIL v3/4 Foundation.
9. UC Technologies.
10. Database systems.
11. Use of third-party patching tools.

With 30 years of experience, our client is a leading ICT supplier serving private and public sector clients with innovative products and services.

Remuneration

• 25 days holiday, increasing to 28 days after 5 years of service.
• Holiday Purchase Scheme.
• CSR Volunteer Day supported by the company.
• Two days allocated for personal wellbeing.
• Pension scheme with options for Salary Sacrifice/Exchange (SXP).
• Electric Vehicle salary sacrifice scheme.
• Death in Service cover at 4x basic salary.
• Partially subsidized Private Medical Insurance.
• Salary sacrifice charity donation scheme.
• Hybrid working with optional WFH days on Mon & Fri.

To be considered immediately, please send your CV today.