3rd Line Support Engineer

Redpalm Technology Services Ltd; United Kingdom; Hybrid; GBP 46,000 - 56,000; Full time

Benefits offered by this job

Hybrid working

Company pension

24 days leave + bank holidays

Job summary

Redpalm Technology Services Ltd. is seeking a 3rd Line Support Engineer to escalate complex technical issues across Infrastructure, Networking and Cloud offerings. You will mentor the service desk, manage changes, and ensure adherence to security policies and SLAs.

Responsibilities include designing solutions for server, network, cloud, backup, and security, with occasional travel to client sites. A strong emphasis on documentation and customer-facing proposals is expected.

Qualifications

• Minimum of three years’ hands-on experience in complex troubleshooting at a 3rd-line level.
• Strong desire to understand problems and troubleshooting.
• Ability to prioritise and manage workloads effectively.
• Proactively identify risks or improvements and create remediation plans.

Responsibilities

• Serve as the primary escalation point for service requests and incidents.
• Lead technical resource for supported systems and Baramundi onboarding/demos.
• Approve Change Requests and ensure SLA adherence for First Response and Resolution Time.
• Design and propose solutions for server and network infrastructure, cloud, BCDR, and security.

Skills

3rd line support

Troubleshooting

Documentation

Customer communication

Time management

Team collaboration

Driving licence

Tools

Baramundi

Azure

Microsoft 365

Job description

As a 3 rd Line Support Engineer, you will bring knowledgeable technical support skills to our service desk team, immersing yourself in a number of different technologies from Infrastructure, Networking & Cloud offerings. In addition to being a strong technical escalation point for the service desk, the successful candidate will share skills with the team where appropriate.

Breakdown of Key Responsibilities

Support

• Primary escalation point for service requests & incidents, requiring knowledgeable, hands-on experience including but not limited to: Server Infrastructure, Client Devices, Networking, Microsoft 365 (e.g. Intune/Entra), Backup/DR, Email Management, Certificates & Security Policies (e.g. Conditional Access) etc
• Experience with our preferred vendor products including APC, Barracuda, Dell, HPE, Fortinet, VMware & Veeam
• Lead technical resource for our supported systems. This will include our endpoint management solution (baramundi), where training will be provided so the successful candidate can give knowledgeable customer support, demo to potential customers and keep up to date with its latest features
• Approve Change Requests raised by the service desk team, pushing back where further information is needed (outlined in our CR template)
• Adhere to SLAs for First Response and Resolution Time on assigned tickets
• Follow NCSC standards promoted through the Cyber Essentials scheme, putting these requirements into practice both internally and with customers

Solution Design & Project Proposals

• Identify & scope technical solutions/improvements outside the remit of support tickets. Gather customer requirements and advise on industry best practices
• Design, implement & support solutions for: Server Infrastructure (physical & virtual), Network Infrastructure (Switches, Routers, Firewalls, Wi-Fi solutions), Cloud Services, Backup and Disaster Recovery (BCDR) & Security
• Create customer-facing proposals to include a project scope, deliverables, timescales, costs, associated risks and implementation plan
• Travelling to customer sites to carry out installation and decommissioning of hardware, where remote interaction is not possible
• Investigate how other 3rd party solutions work to further develop your skills, e.g. Server Backups (Azure Backup), Email Filtering, DMARC/DKIM/SPF, Print Management solutions etc
• Create support documentation to hand over as a resource for the service desk team to use, allowing ongoing support & maintenance

Training & Certifications

• Contributing towards vendor partnership in line with the latest requirements, to maintain our partner level, e.g. passing required exams
• Attend webinars where necessary, to understand the requirements for partnership as well as any upcoming changes we need to be aware of
• Bringing the relevant certifications is highly desirable (e.g. Microsoft Intune, Azure, Microsoft 365, Security, or any other relevant certifications)

Necessary skills required:

• Minimum of three years’ hands-on experience in complex troubleshooting, at a 3 rd -line level
• A desire to understand problems and troubleshooting
• Ability to prioritiseandmanageworkloads effectively
• Proactively identifypotentialrisks orimprovements and create a remediation plan
• Excellent decision-making ability and comfortable assessing risks before making changes
• Confident in structuring your workload in an organised fashion
• Creating high-quality technical documentation and customer-facing proposals, guides & reports
• Strong customer relationship skills to understand client requirements and pain points
• Ability to work well within a team, supporting other team members
• Full UK driving licence and access to a vehicle

Package and Benefits:

• Salary Range £46k – £56k (Depending on candidate experience)
• 24 Days’ Leave + Bank Holidays, increasing by one day for each year of service up to 29 days
• Hybrid Working Available (following successful probation)
• Company Pension

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