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3rd Line Support

Posted: 19/11/24
Recruiter:Morris Sinclair Recruitment
Reference:2853492185
Type:Permanent
Disciplines: Support
Salary:£40,000 - £45,000 Annual
Location:Hampshire
Description: 3rd Line Support Engineer for an award-winning IT service provider established for over 18 years with a UK-wide customer base delivering business IT, telecommunications, connectivity and security solutions who pride themselves on best in class customer service.

Senior Support Engineer sought to join a growing team leading the support of customers solutions from small office-based hardware deployments to enterprise business solutions across multiple cloud hosted environments.

This role requires a strong service desk background, great all-round knowledge of technologies, excellent problem-solving skills, and the ability to manage multiple tasks efficiently whilst maintaining communication with customers.

Responsibilities
  • Provide 3rd level technical support to customers, resolving complex hardware and software issues and reducing reoccurring incidents.
  • Collaborate with, and mentor junior members of the service desk team, providing escalation, sharing knowledge and driving standards.
  • Provide technical assistance with the planning and implementation of internal and customer IT Projects.
  • Create and maintain documentation for technical procedures, configurations and solutions.
  • Support the Sales and Account Management Teams with customer-facing technical pre-sales assistance.
  • Deliver product presentations and demonstrations, providing support at external and internal customer facing events.
  • Maintain and improve existing systems while ensuring a proactive approach to system optimisation and security.
  • Participate in 24/7 on call rota.
Skills
  • Strong problem solving and troubleshooting skills.
  • Excellent communication skills.
  • Strong technical experience of administering domains, Office365 and Intune environments.
  • Experienced in both Linux and Windows operating environments.
  • Knowledge of Public DNS and PKI Infrastructure
  • Experience with Azure, VMware and Proxmox virtualisation.
  • Understanding of networking fundamentals (routing, switching, VLANs, IPSec and firewalling)
  • Versatility and the ability to manage multiple workstreams.
The successful candidate will also be required to participate in the on-call rota for 1 week of 24/7 remote cover once every 1-2 months.

Full-time on site during probation and once probation completed 1 day / week remote working available.

Benefits
  • 1 day / week remote working following successful completion of probation.
  • Full training provided and career progression opportunities.
  • Monthly team budget for team activities.
  • Company Events, including occasional trips abroad!
  • Annual Leave: 20 days holiday per year plus bank holidays, with the addition of one extra day for every year of service (up to 25 days).
  • On-site Parking.
  • Pension Scheme
  • Cycle-to-Work Scheme
  • Employee Wellbeing Support

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