3rd Line Support Engineer

Salary: 35,000 - 45,000

Location: Bath

The Role:

You will be dealing with incidents or changes that are reported by phone, chat or email, escalations from our 2nd line team, whilst working with the Service Manager to identify areas for improvement for our clients on the Service Desk. Our 3rd line engineers also provide technical expertise to all areas of the business as required, from project planning to security and maintenance. We truly care about our clients and want to help them get back to their role as efficiently as possible.

Key Responsibilities:

• Providing excellent customer experience, through friendly, helpful technical issue resolution
• Collaborate with 1st and 2nd line support teams to escalate, troubleshoot and resolve issues efficiently
• Recording incoming support requests and maintaining detailed, accurate notes and time records
• Referencing and updating client documentation and user guides
• Perform system upgrades, installations, and configurations.
• Assist in the management and maintenance of client IT infrastructure.
• Carrying out on-site work if required; troubleshooting, infrastructure installation, hardware refresh and other projects
• Skills and Experience required.
• Excellent customer service and problem-solving skills
• Organisational, time management and documentation skills, preferably with experience of logging time

Technical Skills required:

• Windows Server including; Active Directory, DHCP, DNS, File Services, Group Policy management, RDS, IIS, SQL, plus server hardware troubleshooting, versions 2012/2016/2019/2022
• Microsoft 365 and Azure administration experience, including InTune & Endpoint management & PowerShell skills
• Networking diagnosis, including; ADSL, VOIP, VLAN, VPN and switch management
• Firewall/UTM management experience
• Mac/Linux troubleshooting experience
• Virtualisation platforms experience
• Backup and DR experience
• Cyber Security awareness and remediation skills are desirable
• Experience of working within ITIL or SDI frameworks is desirable

Benefits:

• Company pension
• Employee discount
• Private dental insurance
• Private medical insurance
• Sick pay
• Work from home