3rd Line Support Engineer

Tiger Resourcing Group; Wembley; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company seeks a 3rd Line IT Support Engineer to provide comprehensive IT support services. This role involves troubleshooting, managing user accounts, and supporting various IT functions across the organization. Ideal candidates will demonstrate strong technical skills, effective communication, and a proactive attitude in a fast-paced environment.

Qualifications

• 3-5 years of IT and technical experience required.
• Familiarity with Microsoft Windows 10, Office 365, and Active Directory.
• Strong analytical and planning skills.

Responsibilities

• Provide technical support and excellent customer service.
• Manage user accounts and access in Active Directory.
• Assist in the delivery of IT projects.

Skills

PC and telephone support

Network monitoring

Troubleshooting

Customer service

Interpersonal communication

Problem-solving

Education

IT Degree/Diploma or equivalent

Job description

Social network you want to login/join with:

Location: Heather Park House - Wembley
Department: IT

Main Purpose of the Role:
Support the Head of IT in providing a full IT support service to theorganization.

Reporting to: Head of IT
Key Relationships: All Directors, Procurement Manager, Facilities/OfficeManager, all external IT suppliers and support providers.

Role and Responsibilities:
We are recruiting for a 3rd Line IT Support Engineer to assist with both BAUsupport and project requirements. This role requires varied technical supportexperience, ideally within a multi-site, medium to large organization ofapproximately 1,500 users. The position demands a broad range of IT skillsacross hardware, software, and applications, coupled with strong communicationskills and a proactive attitude in a fast-paced, technical role with a steeplearning curve. As a 3rd Line IT Support Engineer, you will be responsible forproviding technical support and excellent customer service to our staff andclients.

• Provide both PC and telephone support to staff, including remote employees.
  
• Create, update, and resolve IT Helpdesk support tickets.
  
• Proactive network monitoring of alarms and alerts using various monitoring tools.
  
• Build and deploy desktops, laptops, and servers; diagnose and repair software and hardware issues.
  
• Troubleshoot software and networking issues to achieve fault resolution.
  
• Setup of new and replacement equipment, both internally and remotely.
  
• Manage user accounts and access in Active Directory and other applications.
  
• Coordinate and manage external vendors and contractors for core information systems.
  
• Asset management of all IT equipment across multiple locations.
  
• Maintain IT equipment stock levels.
  
• Create Standard Operating Procedure documents within the IT department.
  
• Assist in providing IT services, including network connectivity, telecoms, servers, software, and application deployment.
  
• Assist in researching, purchasing, and installing approved hardware or software.
  
• Support staff with mobile devices, ensuring devices are up to date and secure.
  
• Ensure IT devices are encrypted for data protection and assist with GDPR and Cyber Essentials.
  
• Assist with the delivery of IT projects, including taking ownership when required.
  

Please note: This position isoffice-based but may require visits to other sites.

PERSON SPECIFICATION

• Strong experience with Microsoft Windows 10, Microsoft Office 365, Windows Server 2016/2019, Active Directory Azure, InTune, and SharePoint.
  
• Familiarity with Microsoft AAD, AD, DNS, DHCP, Group Policy, etc.
  
• Understanding of Information Security core principles, ITIL, ISO27001, Cyber Essentials, and vulnerability management.
  
• Knowledge of network protocols and equipment, including Cisco, HP, and FortiGate.
  
• Experience with firewall configurations, VPNs, and VOIP systems.
  
• Ability to configure and troubleshoot complex networking scenarios.
  
• Minimum 3-5 years of IT and technical experience.
  

Qualifications and Certifications:

• IT Degree/Diploma or equivalent, with extensive IT support experience.
  

Skills:

• Strong interpersonal communication (verbal and written).
  
• High attention to detail and initiative.
  
• Ability to handle pressure and meet deadlines.
  
• Team player with problem-solving and time management skills.
  

Personal Attributes:

• Strong analytical, problem-solving, and planning skills.
  
• Team-oriented, with flexibility for occasional work outside regular hours.
  
• Enthusiasm, drive, and excellent timekeeping.
  

Values:
All employees are expected to uphold the values of the organization as outlinedin company documents, including the Employee Handbook and Code of Conduct.

Confidentiality:
Maintain awareness of the organization’s Privacy Policy to protect data.

Probation:
New employees must set objectives and agree on training and development needs,recorded on the Probation Starter form.

This job description is not exhaustive and mayrequire additional tasks as reasonably requested by management.