Third Line Support
2 days ago
Fareham
Overview of the role Are you an experienced IT professional looking for your next challenge? We’re on the lookout for a talented 3rd Line IT Engineer to join our growing vibrant and collaborative Service Desk team. You’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. As a member of our team, you’ll have the opportunity to mentor and guide junior engineers, helping them grow while making a real impact on the team’s success. We’re all about fostering a supportive environment, and we fully invest in your growth with tailored training, progression plans, and plenty of opportunities to advance your career. While you’ll be part of a fast-paced, customer-focused environment, we’re 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. If you’re ready to bring your expertise to a place that values your growth and development, we’d love to hear from you! Benefits of working for Tailor Made Technologies: • A competitive salary, • Training opportunities set out with a clear training structure, • Progressive working environment with access to voice your opinions to decision makers, • 25 days holiday plus bank holidays, • Your birthday off, • Flexi health plan cover and access to a range of Health Benefits, • IT purchasing scheme, • Company pension, • An active Social Committee who plan monthly competitions and events, • A brilliant breakout room with free breakfast and a pool table Join a Trusted Partner for Transformative Managed Technology Experts in Managed IT, Cyber Security and Communications solutions, Tailor Made Technologies (TMT) is on a mission to help small and medium-sized enterprises leverage business technology to achieve their goals. Partnership-focused with a deep and deliberate understanding of customers’ strategic goals, our in-house teams tailor our services to suit every client’s unique requirements and drive business growth. Through comprehensive offerings, broad technical knowledge and excellent customer service, we ensure your business-critical IT and Communications systems work seamlessly in the background, unleashing you to fulfil your targets. Duties and responsibilities of our 3rd Line IT Service Desk Engineer: • 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., • Incident Management: Take ownership of escalated incidents, ensuring they are resolved efficiently and effectively within agreed-upon service level agreements., • 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., • Change Management: Assess and implement changes to IT systems and infrastructure, ensuring minimal disruption to operations., • Technical Documentation: Create and maintain comprehensive documentation., • Customer Support: Interface with external vendors and third-party service providers to resolve technical issues and procure necessary hardware or software., • Training and Mentoring: Provide guidance and support to junior engineers and support staff., • On Call: There is an expectation to be on call once a month. Your previous experience: • Microsoft Windows desktop and server configuration and support experience, • Microsoft Exchange On Prem and Online configuration and support experience, • Terminal server environment configuration and support experience (Citrix, AVD, RDS), • Active Directory configuration and administration, • Strong knowledge and understanding of Group Policy, • Strong general networking skills (CLI, Subnetting, NAT), • Good understanding of DNS, • Router configuration and support experience (Cisco, HP, Draytek), • Firewall configuration and support experience (Watchguard, SonicWALL), • HP ProLiant & Dell PowerEdge Server Hardware support experience, • VMware & Hyper V support experience (VCP an advantage), • Storage technologies (NAS, NetApps, Synology), • Strong understanding of Office 365, • Strong understanding of Microsoft Azure, • Strong understanding of Microsoft Intune, • Strong understanding of SSL Certificates Essential Skills: • Excellent communication skills, • Organisational skills, • Results driven with a proven track record, • Team player, • Self-motivated and proactive, • Ability to be resilient and to work under pressure