3rd Line Support Engineer

☞ Cameron Clarke Associates

View: 107

Update day: 07-05-2024

Location: Devizes South West

Category: IT - Software

Industry: Construction Staffing Recruiting Financial Services

Position: Associate

Job type: Full-time

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Job content

An exciting position has become available for a full time 3rd Line Support Engineer to join a friendly team based in Devizes. The successful candidate will earn up to £34,000 per annum, dependant on experience and vendor certification levels aligned to the role requirements.

The 3rd Line Support Engineer is a senior technical role and the highest escalation point of the service desk. Primarily office based but with flexible arrangements to work remotely

Typically, candidates will have 3+ years’ experience in an MSP environment (or similar) and will understand the importance of exceptional customer service to accompany technical skill.

Role Requirements
  • The candidate must be able to drive
  • An Enhanced DBS check of the successful candidate will be undertaken, and it is a requirement of the post that a clean DBS check be maintained
  • Taking ownership of tasks to ensure incidents have been resolved within SLA
  • Ability to accurately set expectations and ensure they are delivered
  • Logical approach to complex technical problem solving
  • Advanced demonstrable ability to administer complex TCP/IP networks
  • Advanced knowledge and experience of managing and supporting Windows Server OS, including Server Core/PowerShell.
  • Advanced Microsoft 365 experience
  • Advanced knowledge and experience of supporting modern desktop environments
  • Strong MDM administration experience - Intune, Profile Manager, Google Cloud
  • 3CX Advanced certification or equivalent knowledge of similar VoIP platforms
  • Polite, confident, and effective communicator
  • Sincere passion for exceptional customer service
  • Maintain a high standard of work and professionalism
  • Team player - ability to work effectively as part of a team to achieve shared goals
  • Linux experience desirable but not essential
Role Responsibilities
  • Providing technical support to mitigate 2nd Line escalated and major/security incidents
  • Identifying and managing implementation of proactive mitigation actions to reduce incidents
  • Contributing to Major Incident Reports or similar service documentation as required
  • Supporting junior members by providing advanced Windows 10 and macOS desktop support
  • Microsoft 365 Administration - All Admin Centres, PowerShell and policy management etc.
  • Mitigating backup/DR associated incidents and maintaining backup services
  • PowerShell administration for Microsoft 365 and Windows OS related tasks as required
  • Resolving incidents and delivering complex service requests for Windows Server Roles & Features - Hyper-V, AD, GPMC, DNS, DHCP, DFS, SQL, IIS etc.
  • Resolving escalated incidents for TCP/IP, NAT, FW, switches and Wi-Fi networks
  • Delivering requests and resolving incidents relating to MDM platforms
  • Accurate population and submission of change or service requests as required
  • Attending and positively contributing to service management meetings as required
  • A desire to share knowledge and train the more junior members of the team
  • Commercial awareness of the benefits of common business technologies is expected - knowing how to spot opportunities and pass them to account management for handling
Company + Benefits

Our client is a substantial Cloud and Managed Service Provider supplying technical services from their bases in Wiltshire and Dorset across the South West and nationally via their network of reseller partners. The company offers the full spectrum of IT from consultancy and support through to project delivery and installation.

They are always looking for friendly new faces to join their ever-growing team of 60 professionals.

Our client is already the largest provider of services in this geography but are looking to improve their support and relationships with these accounts while growing more business in the area.

They offer great opportunities to learn new skills and with their sound growth the prospects for career advancement are excellent.

The Successful Candidate Will Receive The Following Benefits
  • 24 days paid holiday + Bank Holidays
  • Onsite fitness suite
  • Childcare, eyecare and cycle to work scheme
  • Perk scheme
  • Employment anniversary awards
  • Company funded social events
  • Company contributory pension scheme
  • Opportunity to take part in an on-call service to top up earnin
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Deadline: 21-06-2024

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