3rd Line IT Service Desk Engineer

Role Overview

Full-Time, Permanent.

Our client is on the lookout for a talented 3rd Line IT Engineer to join their 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.

Location:

Whiteley

As a member of their 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. They foster a supportive environment and fully invest in your growth with tailored training, progression plans, and plenty of opportunities to advance your career.

In a fast-paced, customer-focused environment, they are committed to giving you the tools and support you need to thrive. The role includes an on-call rotation once a month.

• 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 plans monthly competitions and events.
• A brilliant breakout room with free breakfast and a pool table.

• 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.

• 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, Sonic
  
  WALL).
• HP Pro Liant and Dell Power Edge Server Hardware support experience.
• VMware and Hyper V support experience (VCP an advantage).
• Storage technologies (NAS, Net Apps, Synology).
• Strong understanding of Office 365.
• Strong understanding of Microsoft Azure.
• Strong understanding of Microsoft Intune.
• Strong understanding of SSL Certificates.

• 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.

Apply today.