Senior IT Systems Support Technician

OsecoElfab; North Shields; On-site; GBP 45,000 - 65,000; Full time

Job summary

OsecoElfab is seeking a Tier III Support Technician to provide advanced technical support and act as the escalation point for complex IT issues. The role focuses on diagnosing root causes, implementing long-term fixes, and supporting core systems and infrastructure.

You will work closely with the Global IT Manager and Halma IT to ensure alignment with global IT standards, while executing technically rigorous tasks without people management responsibilities.

Qualifications

• Proven experience in a Tier II / Tier III support or systems support role.
• Experience working within IT helpdesk or service management environments.
• Experience managing incidents, service requests, and escalations using a ticketing system.
• Strong troubleshooting skills across Windows desktop and server environments.
• Experience managing Active Directory, Azure AD, and Microsoft 365 environments.
• Strong understanding of networking fundamentals and troubleshooting.
• Experience analysing system logs and performing root cause analysis.
• Experience supporting virtualization platforms and server environments.
• Ability to manage and prioritise complex technical issues.
• Ability to work independently and take ownership of technical problems.
• Strong communication and documentation skills.

Responsibilities

• Act as escalation point for Tier II support for complex or unresolved issues.
• Perform root cause analysis and implement long-term fixes.
• Troubleshoot advanced issues across systems, infrastructure, and enterprise applications.
• Support and maintain servers, virtualization platforms, and core infrastructure.
• Monitor system performance, logs, and alerts to proactively identify issues.
• Support patching, upgrades, and system maintenance activities.
• Assist with backup, recovery, and disaster recovery processes.
• Lead technical execution of IT projects and system improvements as directed.
• Implement infrastructure changes and new technologies in alignment with Global IT direction.
• Work with the Global IT Manager and group IT on technical implementations.
• Provide technical guidance and support to Tier I and II technicians.
• Work in coordination with the Global IT Manager to support site-level and global IT operations.
• Contribute to technical documentation, standards, and procedures.
• Ensure alignment with IT policies, security requirements, and best practices.

Skills

Tier II/III support experience

Windows troubleshooting

Active Directory/Azure AD/M365

Networking fundamentals

Documentation skills

Independent ownership of problems

Strong communication

Tools

VMware

Hyper-V

Microsoft 365 admin tools

Backup solutions

Job description

OsecoElfab is seeking a Tier III Support Technician to provide advanced technical support and act as the escalation point for complex IT issues. The role focuses on diagnosing root causes, implementing long-term fixes, and supporting core systems and infrastructure.

You will work closely with the Global IT Manager and Halma IT to ensure alignment with global IT standards, while executing technically rigorous tasks without people management responsibilities.