3rd Line Support Engineer

3rd Line Support / Client Services Engineer
London, WC1X (hybrid – 1-week in the office, 1-week WFH)
£40,000 - £45,000 plus personal development opportunities, pension, staff treats, annual bonus
Our client is a leading provider of IT managed services in London. They offer a supportive working environment and benefits including training, pension, an annual bonus and staff treats / lunches. They truly value their staff and are currently growing so it’s a great time to join them.

They are proud to always go the extra mile for their loyal clients. The success of their business has been built through referrals from satisfied clients. If you share those values and want to be part of the team, then apply today!

3rd Line Support Engineer:

The role will be acting as the escalation point of contact for engineers, providing immediate advice and resolution via troubleshooting and configuration updates. From the point of escalating a ticket, you will be the ticket lead, responsible for providing a resolution and following up with the client to ensure that they’re happy with the service. The role will deliver a high level of hardware and software support by efficiently providing technical assistance in relating to installations, upgrades, applications, email and operating systems.

3rd Line Support Engineer – Duties:

• Assist end users by providing technical support to raised queries in a professional manner while maintaining a high level of customer service and working with Tier 2 engineers effectively as required. This may be remote troubleshooting or involve site visits
• Take ownership of all technical queries, ensuring that they are resolved within accordance to each client’s SLA
• Manage ticket queue, ensuring that all open tickets are up to date with relevant troubleshooting steps and current ticket status
• Maintain a thorough record of client information through our documented change processes
• Create and maintain an IT knowledge base for use by other field engineer as well as clients
• Evaluate client’s efficiency of different IT systems and recommend improvements
• Manage client systems including Microsoft Exchange, Active Directory, local and cloud file storage, disaster recovery, VoIP etc. in a proactive manner to ensure minimal downtime
• Provide clients with recommendations for hardware solutions such as laptops, wireless access points, storage devices etc.
• Liaise with third party hardware and software providers in order to effectively troubleshoot client issues in a timely manner
• Install and perform repairs to hardware, software or peripheral equipment, following design or installation specifications
• Maintain systems, install new hardware and make modifications as required
• Identify and research future infrastructure systems and technology innovations and apply this knowledge to client infrastructure improvements
• Provide clients with advice and support on system improvements and benefits
• Assist with project work including design, implementation or a combination of both

3rd Line Engineer Required Technical Skills and Experience:

• Outstanding customer facing communication skills and experienced gained within an MSP environment.
• Strong working knowledge of Windows 10/11 and MacOS
• Network experience; LAN, WAN, Wi-Fi including troubleshooting and configuration
• Strong working knowledge of Windows Server 2019 onwards; Active Directory, DFS, FAP, Hyper-V, ADFS, DHCP, DNS
• Understanding of PC hardware and software setup and configuration including TCP/IP networking skills
• Cloud Technologies; Microsoft 365, Google Workspace, AWS, Azure
• Experience in troubleshooting client-side applications such as Microsoft Office, Sage, CRM systems
• Relevant up to date Microsoft Accreditations
• Must be able to handle the pressures of simultaneously co-coordinating a wide range of activities and recommend appropriate solutions when needed

In return, my client offers a supportive working environment and benefits including an annual bonus, training opportunities, a pension and more! My client is currently growing so it’s a great time to join them. Apply today!

Integral Recruitment is acting as an employment agency in regard to this advertisement.