3rd Line Support (Networking)

DMS Computer Recruitment; Bedford; On-site; GBP 40,000 - 45,000; Full time

Benefits offered by this job

Pension

Sick pay

On-site parking

Continual professional development

Company vehicle

Company pension

Job summary

DMS Computer Recruitment has a Bedford based role for a 3rd Line Support Engineer, offering a permanent position with a salary of £40-45k per year. The candidate should bring solid networking and server skills, with MSP experience considered advantageous.

The role involves delivering IT support both remotely and on-site, across a fast-paced environment. Ideal applicants will have at least five years in IT support, a passion for problem-solving, and a strong customer-service focus.

Qualifications

• Recent IT support experience in a commercial environment.
• MCP/CCNA/CompTIA certifications would be advantageous.
• On-site and remote support experience.
• Solid networking and server skills.

Responsibilities

• Deliver remote & on-site support on various technical issues.
• Respond to and resolve client issues, queries or incidents.
• Use platforms to respond, handle, and escalate issues.
• Hands-on problem-solving within SLA timeframes.
• Take ownership of incidents and manage to resolution.
• Ensure SLAs: response time, resolution, and first-time fix.
• Application troubleshooting.
• Produce and keep documentation on client systems.

Skills

Solid networking

Server skills

IT support experience

Customer service

MSP experience

Education

5 years IT support experience

Tools

MCP

CCNA

CompTIA

Job description

We have a Bedford based IT Company seeking a 3rd Line Support Engineer. This is a permanent role paying £40-45k pa.

Our client needs a strong candidate with solid networking and server skills.

This is a fast paced role in a busy environment. Any MSP background will be an advantage. Details below.

Our client is looking for a talented individual with an extensive technical background who are passionate about delivering exceptional customer service and enjoy problem-solving. You would have worked in a similar business for at least five years and have a growing passion for IT. Will work both internally and at Customer sites delivering IT Support Services.

With my third-line engineer potentially looking to retire, we need a strong candidate with solid networking and server skills. The salary range is around £40-45k.

Key Responsibilities:

• Deliver high-quality remote & on-site support on various technical issues and problems.
• Responding appropriately to and effectively resolving client issues, queries or incidents.
• Utilise various platforms to respond, handle, and escalated issues.
• You will have a 'hands-on' problem-solving approach, solving problems within strict SLA time frames.
• Take ownership of incidents assigned to you and manage them through to resolution.
• Ensuring SLAs are met: time to respond, time to resolve and first-time-fix.
• Application troubleshooting.
• Produce and keep up-to-date documentation on client's systems.

Required skills and capabilities:

• Recent experience providing IT Support in a commercial environment.
• IT certifications such as MCP, CCNA CompTIA would be an advantage.
• Technical on-site support.

Essential individual attributes:

• Good technical understanding of current leading technologies & solutions.
• Ability to prioritise workloads under pressure and ensure deadlines are met.
• Excellent organisation, decision-making, judgement and planning skills.
• Great customer relations skills to understand client's needs, concerns and requirements.
• Process-focused.
• Flexible, calm and approachable, 'can do' attitude.
• To be reliable and honest.
• Ability to work well within a team, supporting other team members.
• Willingness to learn and gain relevant accreditations.

Experience supporting:

• Microsoft 365 Administration and Troubleshooting
• Desktop Operating systems inc Windows 10/11
• Office Applications
• Azure AD Administration and Troubleshooting
• Active Directory Administration
• Windows Server Operating systems
• Basic network troubleshooting.
• Email Security Solutions - eg Mimecast, Symantec, Proofpoint, Microsoft Defender
• Good knowledge of networking technologies, i.e. LAN, WAN, TCP/IP, routing, switching and subnet addressing.
• Good understanding of Network Management, Security and Configuration
• Experience with network monitoring and troubleshooting tools
• Wireless
• Firewalls

Benefits:

• Excellent benefits such as pension, sick pay, and on-site parking.
• Working hours will be 40 hours a week during standard business hours
• 21 days' annual leave plus bank holidays and other public holidays
• Continual professional development plans
• Competitive salary
• Access to company vehicle
• Company pension
• On-site parking
• Sick pay

Working week:

• Monday to Friday 08:30 - 17:30
• Weekend availability as and when required (paid or time in lieu)

Education:

• A-Level or equivalent (required)

Experience:

• IT Support service: 5 years (required and recent)