Line Engineer

Razorblue Group; United States; Hybrid; USD 52,000 - 56,000; Full time

Benefits offered by this job

Hybrid working

Flexible working

25 days holidays

Private Health Insurance

Birthday off

Training and accreditations

Charity volunteering days

Cycle to Work

EV scheme

Job summary

Razorblue Group is seeking an experienced Senior IT Support Engineer to join our team of experts. You will act as the senior escalation point, performing advanced troubleshooting across infrastructure, cloud and end‑user technologies while resolving server, networking, virtualization and security issues.

You will support major incidents, changes and maintenance, ensure SLAs are met, and drive continual service improvement.

Qualifications

• Significant experience within an MSP or enterprise IT support environment.
• Strong experience supporting Microsoft 365, Azure, Windows Server and Active Directory environments.
• Experience with virtualization, backup and disaster recovery technologies.
• Strong networking, firewall and infrastructure troubleshooting skills.
• Knowledge of ITIL service management principles and incident management processes.
• Experience with PowerShell automation and technical documentation.
• Experience with Citrix, SANs and server hardware (desirable).
• Experience supporting security and compliance technologies (desirable).
• Involvement in major incident management (desirable).
• Strong organisation and prioritisation skills, with the ability to work independently and manage complex technical issues.
• Strong communication, and relationship-building skills with a people centric approach & service.
• Excellent conversational fluency in English is required to clearly explain complex technical issues.
• Continuous learning and development are central to our culture, and we heavily invest in elevating our people, not just hiring those already at an expert level.

Responsibilities

• Act as the senior technical escalation point for complex incidents and service requests by performing advanced troubleshooting across infrastructure, cloud and end‑user technologies.
• Diagnose and resolve server, network, virtualisation, security and Microsoft 365 issues.
• Support major incidents, changes and maintenance activities, whilst ensuring service delivery meets agreed SLAs.
• Investigate monitoring alerts and prevent service disruption.
• Assist with root cause analysis and manage vendor escalations.
• Contribute to continual service improvement initiatives and technical standards.
• Maintain technical documentation, knowledge articles and operating procedures.
• Identify opportunities for automation and enhanced monitoring capabilities.
• Provide technical guidance and support to 1st and 2nd Line Engineers, sharing your knowledge, promoting best practice and supporting team development.

Skills

Customer service

Communication

Problem solving

Tools

Microsoft 365

Azure

Windows Server

Active Directory

PowerShell

Citrix

SANs

Virtualisation

Backup & DR

Networking & Firewall

ITIL

Job description

Responsibilities

• Act as the senior technical escalation point for complex incidents and service requests by performing advanced troubleshooting across infrastructure, cloud and end‑user technologies.


• Diagnose and resolve server, network, virtualisation, security and Microsoft 365 issues.


• Support major incidents, changes and maintenance activities, whilst ensuring service delivery meets agreed SLAs.


• Investigate monitoring alerts and prevent service disruption.


• Assist with root cause analysis and manage vendor escalations.


• Contribute to continual service improvement initiatives and technical standards.


• Maintain technical documentation, knowledge articles and operating procedures.


• Identify opportunities for automation and enhanced monitoring capabilities.


• Provide technical guidance and support to 1st and 2nd Line Engineers, sharing your knowledge, promoting best practice and supporting team development.

Ideal Candidate

Our perfect candidate should have a wealth of knowledge spanning various technologies and being able to use these skills to troubleshoot and deliver five star solutions that keep our clients happy is a must!

Customer service is paramount to us, which is why we only look for candidates with excellent customer facing skills and the ability to communicate effectively. Your friendly tech-savviness will truly shine here.

We know its unrealistic to find someone who ticks all of these boxes (extra points if you do), which is why we seek those eager to develop over time through our development resources and peer learning. If this aligns with your own personal growth mindset, we would love you to apply.

Requirements

• Significant experience within an MSP or enterprise IT support environment.


• Strong experience supporting Microsoft 365, Azure, Windows Server and Active Directory environments.


• Experience with virtualisation, backup and disaster recovery technologies.


• Strong networking, firewall and infrastructure troubleshooting skills.


• Knowledge of ITIL service management principles and incident management processes.


• Experience with PowerShell automation and technical documentation.


• Experience with Citrix, SANs and server hardware (desirable).


• Experience supporting security and compliance technologies (desirable).


• Involvement in major incident management (desirable).


• Strong organisation and prioritisation skills, with the ability to work independently and manage complex technical issues.


• Strong communication, and relationship-building skills with a people centric approach & service.


• Excellent conversational fluency in English is required to clearly explain complex technical issues.


• Continuous learning and development are central to our culture, and we heavily invest in elevating our people, not just hiring those already at an expert level.

Working for an IT partner

Working for an IT partner isn't for the faint hearted, it requires drive, passion for technology, collaboration, and a drive to innovate.

If you want to learn more about the IT domain as a whole or specialise in one particular area, you can do that here. We are not looking for the most qualified people, but people who have a true drive to learn and a passion for the technology sector. Our learning and development opportunities, combined with our team's drive for growth, result in a high volume of promotions granted year after year.

We operate a hybrid working policy across most roles and often get asked why we haven't made the decision to go fully remote… For us, natural learning opportunities are invaluable and office working enables this and has also inspired our collective culture of teamwork.

Benefits

• Base salary of £39,000.00 to £42,000.00 per annum depending on skills and knowledge


• Hybrid working (50% after the probation period).


• Flexible working to suit your work life fit


• 25 days holidays per annum + public holidays + the ability to purchase 10 more


• Private Health Insurance with Vitality Health


• Your birthday off


• Enhanced maternity, paternity, adoption leave + baby bonus


• Fully funded training and accreditations to expand your skillset


• Two paid charity volunteering days per year


• Discounted Broadband


• Life insurance


• Quarterly team social fund


• Cycle to Work scheme


• Gear up with the latest tech toys through our partnership with Currys


• Cruise around in an eco-friendly electric car with our EV Scheme

We're committed to creating an inclusive and accessible recruitment process. Please don't hesitate to reach out if you require any reasonable adjustments to participate in our application or interview process. We're here to support you.