3rd Line Support Engineer

<p><b>3rd Line IT Service Desk Engineer</b></p> <p><b>Whiteley</b></p> <p><b>Full-Time, Permanent</b></p> <p>Are you an experienced IT professional looking for your next challenge? Our client is on the lookout for a talented 3rd Line IT Engineer to join their growing vibrant and collaborative Service Desk team. You&rsquo;ll be working alongside a close-knit group of four skilled Engineers who are passionate about delivering exceptional support and solving problems together and independently.</p> <p>As a member of their team, you&rsquo;ll have the opportunity to mentor and guide Junior Engineers, helping them grow while making a real impact on the team&rsquo;s success. Our client is all about fostering a supportive environment, and they fully invest in your growth with tailored training, progression plans, and plenty of opportunities to advance your career.</p> <p>While you&rsquo;ll be part of a fast-paced, customer-focused environment, they are committed to giving you the tools and support you need to thrive. As part of the role, there is an on-call rotation once a month.</p> <p>If you&rsquo;re ready to bring your expertise to a place that values your growth and development, they would love to hear from you!</p> <p><b>Benefits of working for our client:</b></p> <ul> <li>A competitive salary.</li> <li>Training opportunities set out with a clear training structure.</li> <li>Progressive working environment with access to voice your opinions to decision makers.</li> <li>25 days holiday plus bank holidays.</li> <li>Your birthday off.</li> <li>Flexi health plan cover and access to a range of Health Benefits.</li> <li>IT Purchasing Scheme.</li> <li>Company Pension.</li> <li>An active Social Committee who plans monthly competitions and events.</li> <li>A brilliant breakout room with free breakfast and a pool table.</li> </ul> <p>Join a Trusted Partner for Transformative Managed Technology.</p> <p>Experts in Managed IT, Cyber Security and Communications solutions, our client is on a mission to help small and medium-sized enterprises leverage business technology to achieve their goals.</p> <p>Partnership-focused with a deep and deliberate understanding of customers&rsquo; strategic goals, their in-house teams tailor their services to suit every client&rsquo;s unique requirement and drive business growth.</p> <p>Through comprehensive offerings, broad technical knowledge and excellent customer service, they ensure your business-critical IT and Communications systems work seamlessly in the background, unleashing you to fulfil your targets.</p> <p><b>Duties and Responsibilities of our client&rsquo;s 3rd Line IT Service Desk Engineer:</b></p> <ul> <li>Advanced Technical Support: Provide expert-level technical support to address complex issues escalated from lower tiers (1st and 2nd line support). This may involve troubleshooting hardware, software, and network-related problems.</li> <li>Incident Management: Take ownership of escalated incidents, ensuring they are resolved efficiently and effectively within agreed-upon service level agreements.</li> <li>Problem Management: Identify underlying root causes of recurring incidents and implement long-term solutions to prevent their recurrence. Conduct thorough root cause analysis and document findings for future reference.</li> <li>Change Management: Assess and implement changes to IT systems and infrastructure, ensuring minimal disruption to operations.</li> <li>Technical Documentation: Create and maintain comprehensive documentation.</li> <li>Customer Support: Interface with external vendors and third-party service providers to resolve technical issues and procure necessary hardware or software.</li> <li>Training and Mentoring: Provide guidance and support to Junior Engineers and support staff.</li> <li>On Call: There is an expectation to be on call once a month.</li> </ul> <p><b>Your Previous Experience:</b></p> <ul> <li>Microsoft Windows desktop and server configuration and support experience.</li> <li>Microsoft Exchange On Prem and Online configuration and support experience.</li> <li>Terminal server environment configuration and support experience (Citrix, AVD, RDS).</li> <li>Active Directory configuration and administration.</li> <li>Strong knowledge and understanding of Group Policy.</li> <li>Strong general networking skills (CLI, Subnetting, NAT).</li> <li>Good understanding of DNS.</li> <li>Router configuration and support experience (Cisco, HP, Draytek).</li> <li>Firewall configuration and support experience (Watchguard, SonicWALL).</li> <li>HP ProLiant and Dell PowerEdge Server Hardware support experience.</li> <li>VMware and Hyper V support experience (VCP an advantage).</li> <li>Storage technologies (NAS, NetApps, Synology).</li> <li>Strong understanding of Office 365.</li> <li>Strong understanding of Microsoft Azure.</li> <li>Strong understanding of Microsoft Intune.</li> <li>Strong understanding of SSL Certificates.</li> </ul> <p><b>Essential Skills:</b></p> <ul> <li>Excellent communication skills.</li> <li>Organisational skills.</li> <li>Results driven with a proven track record.</li> <li>Team player.</li> <li>Self-motivated and proactive.</li> <li>Ability to be resilient and to work under pressure.</li> </ul> <p>Apply today.</p>