Tier III Support Technician

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

Job summary

Elfab Limited in North Shields is seeking a Tier III Support Technician to provide advanced technical support and act as escalation point for complex IT issues across Windows, AD and cloud services. You will diagnose root causes, implement long-term fixes and work with Halma IT standards.

The role focuses on technical execution, requires strong troubleshooting, documentation, and the ability to collaborate with global IT teams to support site operations.

Qualifications

• Proven experience in a Tier II/Tier III support or systems support role.
• Experience working in IT helpdesk or service management environments.
• Strong troubleshooting skills across Windows desktop and server environments.
• Experience managing Active Directory, Azure AD, and Microsoft 365 environments.

Responsibilities

• Act as escalation point for Tier II/III support for complex or unresolved issues.
• Perform root cause analysis and implement long-term fixes.
• Troubleshoot advanced issues across systems, infrastructure, and enterprise applications.
• Lead technical execution of IT projects and system improvements as directed.

Skills

Tier II/Tier III Support

Windows Server

Active Directory

Azure AD

Microsoft 365

Networking basics

Troubleshooting

Documentation

Education

Relevant certifications (Microsoft, VMware, networking)

Tools

Ticketing system (e.g., ServiceNow)

Job description

It's fun to work in a company where people truly BELIEVE in what they are doing!We're committed to bringing passion and customer focus to the business.For more information visit : http://www.osecoelfab.com/Position Summary:The Tier III Support Technician provides advanced technical support and serves as the escalation point for complex IT issues. This role is responsible for diagnosing root causes, implementing long-term solutions, and supporting core systems and infrastructure.The role works closely with the Global IT Manager and group IT (Halma IT), ensuring all technical activities are aligned with global IT standards and direction. This position focuses on technical expertise and execution and does not include management or site ownership responsibilities.In addition to the outlined responsibilities, all employees are expected to consistently uphold and embody our company's core values and behaviours in their daily work, fostering a culture of integrity, collaboration, and excellence.Key Job Responsibilities:Advanced Technical SupportAct as escalation point for Tier II support for complex or unresolved issuesPerform root cause analysis and implement long-term fixesTroubleshoot advanced issues across systems, infrastructure, and enterprise applicationsSystems & Infrastructure SupportSupport and maintain servers, virtualization platforms, and core infrastructureMonitor system performance, logs, and alerts to proactively identify issuesSupport patching, upgrades, and system maintenance activitiesAssist with backup, recovery, and disaster recovery processesProject & Technical ExecutionLead technical execution of IT projects and system improvements as directedImplement infrastructure changes and new technologies in alignment with Global IT directionWork with the Global IT Manager and group IT (Halma IT) on technical implementationsCollaboration & SupportProvide technical guidance and support to Tier I and Tier II techniciansWork in coordination with the Global IT Manager to support site-level and global IT operationsContribute to technical documentation, standards, and proceduresEnsure alignment with IT policies, security requirements, and best practicesThis job description provides a comprehensive overview of the main responsibilities expected in this role. However, it is not an all-encompassing list and may be updated in the future to reflect changing role requirements and business needs.Knowledge, Skills and Abilities:Proven experience in a Tier II / Tier III support or systems support roleExperience working within an IT helpdesk or service management environmentExperience managing incidents, service requests, and escalations using a ticketing systemStrong troubleshooting skills across Windows desktop and server environmentsExperience managing Active Directory, Azure AD, and Microsoft 365 environmentsStrong understanding of networking fundamentals and troubleshootingExperience analysing system logs and performing root cause analysisExperience supporting virtualization platforms and server environmentsAbility to manage and prioritise complex technical issuesAbility to work independently and take ownership of technical problemsStrong communication and documentation skillsPreferred SkillsExperience supporting virtualization platforms (e.g., VMware, Microsoft Hyper-V), including basic administration and troubleshootingExperience with backup and disaster recovery solutionsExperience working in hybrid IT environments (on-premises and cloud)Familiarity with security and compliance requirementsEducation and Certification Qualifications:Relevant certifications (Microsoft, VMware, networking) are advantageousDegree not required; relevant experience is considered equally#OsecoElfabIf you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!Not the right fit? Let us know you're interested in a future opportunity by clicking Introduce Yourself in the top-right corner of the page or create an account to set up email alerts as new job postings become available that meet your interest!