IT Support Engineer (3rd Line)

McNally Recruitment Ltd; Dundee; On-site; GBP 35,000 - 55,000; Full time

Job description

Level 3 IT Support Engineer

Our client is seeking an experienced and motivated 3rd Line IT Support Engineer to join their dynamic team in Dundee. The ideal candidate will possess a strong technical background, excellent problem-solving skills, and a passion for delivering exceptional IT support services to our clients. You will play a crucial role in providing advanced technical assistance to resolve complex issues and ensure the smooth functioning of our clients' IT environments.

Responsibilities:

1. Provide expert-level technical support and troubleshooting for a wide range of IT issues, including but not limited to networking, hardware, software, and security-related concerns.
2. Collaborate with Level 1 and Level 2 support teams to escalate and resolve complex issues efficiently while maintaining effective communication with clients and stakeholders.
3. Act as a point of escalation for critical incidents, demonstrating the ability to analyse, diagnose, and implement solutions in a timely manner.
4. Perform proactive system monitoring, maintenance, and optimisation to identify and address potential issues before they impact clients' operations.
5. Assist in the design, implementation, and management of IT solutions, including network infrastructure, cloud services, and security protocols.
6. Conduct thorough root cause analysis for recurring issues and contribute to the development of strategies to prevent future occurrences.
7. Document support processes, procedures, and troubleshooting steps for internal knowledge base and client-facing documentation.
8. Participate in client meetings to provide technical insights, recommendations, and updates on ongoing projects and support activities.
9. Stay updated on industry trends, emerging technologies, and best practices to continuously enhance your technical skills and knowledge.

Qualifications & Experience:

1. A Bachelor's degree in Computer Science, Information Technology, or equivalent work experience.
2. A minimum of 5 years of hands-on experience in providing IT support, preferably within a Managed Service Provider environment.
3. Strong expertise in Microsoft Windows, Windows Server, Active Directory, and Exchange Server.
4. Proficiency in networking concepts & protocols, including TCP/IP, DNS, DHCP, VLANs, and routing.
5. Experience with virtualisation technologies such as VMware or Hyper-V.
6. Familiarity with cloud services such as Microsoft Azure or AWS is a plus.
7. Relevant industry certifications such as CompTIA A+, Network+, Security+, Microsoft Certified: Azure Administrator, or equivalent certifications are desirable.
8. Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical clients.
9. Problem-solving mindset, with the ability to analyse complex issues and implement effective solutions.
10. Strong organisational skills and the ability to manage multiple tasks and priorities in a fast-paced environment.