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IT Technical Support - 3rd Line IT Support

Posted: 28/01/25
Recruiter:Mackenzie Jones IT
Reference:2888160562
Type:Permanent
Disciplines: Support
Salary:£50,000 Annual £5.4k Car Allow + 5% Bonus
Location:Launceston, Cornwall
Description: IT Technical Support - 3rd Line IT Support - £50K + £5,460 Car Allowance + 5% Bonus + Benefits Package. Hybrid Working - 2/3 Days a Week Onsite. Devon. T6/MN/(phone number removed).
Must be Eligible to work in the UK.

Leading dynamic manufacturing business requires an experienced 3rd Line IT Support - IT Technical Support Specialist. The role will suite a 3rd Line IT Support professional with broad experience covering End User Compute & the ability to troubleshoot Networking Incidents & escalate to Specialist Third Parties.

Role:
  • Provide 3rd Line IT Support for an end user base - onsite IT Support.
  • Main bulk of the role will focus on supporting End User Compute - mainly 3rd Line Onsite Support & Remote Desktop Support.
  • Role will sit in a 3rd Line Support team - dealing with escalated Incidents & Tickets. Managing & resolving 3rd Line Incidents.
  • Escalating Networking Incidents to Third-Party provides that manage SD-WAN, LAN & Networking.
Skills Experience Required:
  • 3rd Line IT Support - must have 3rd line IT Support experience.
  • 3rd Line IT Support in an Enterprise Environment - carry out upgrades & maintenance.
  • SD-Wan - able to troubleshoot and then escalate to a Third Party.
  • General Networking - Aruba or Cisco - Network Switching & Routing - able to Troubleshoot then escalate to a Third-Party.
  • Firewalls - ideally Fortinet or similar experience.
  • Microsoft Office 365 - administration.
  • Active Directory & Azure Active Directory - administration.
  • MCM, Print Services, Entra, InTune & AutoPilot - other similar Microsoft tools.
  • IDP - Identity Provider Platform - Okta or similar technology experience.
  • SSL Certificate Renewal Process.
  • Audio Visual - Zoom Video Conferencing & Voice Administration support.
  • Document fixes & workarounds - aligned to IT Security Policy.
  • Third Parties - Escalating issues to IT Third Parties - managing the process - ensure all Incidents & Requests are passed to Third Parties when required - managed in a professional & timely manner - ownership of the resolution to agreed closure.
  • ITIL Practices - ideally have an understanding of ITIL best practices.
  • Excellent Communication Skills.
  • Collaborative Approach.
Desirable Experience:
  • Citrix support.
  • Cloud - AWS or Azure - deploying & integrating Cloud solutions.
Benefits Package: Bonus + Company Car Allowance + Company Pension + Employee Assistance Programme (EAP) and Occupational Health Support + Holiday Purchase Scheme + Employee Discount Platform.

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