3rd Line technical lead

3rd line Technical lead

Salary: up to 55k DOE

Location: Borehamwood + Hybrid working

Duration: Permanent


We are a fast-growing MSP looking for passionate IT engineers with a thirst to develop their careers and skills whilst providing great customer care.

We believe delivering a great service to our customers starts by building a supportive, nurturing (and dare we say fun!) work environment filled with a team that works hard to share in the experience of building a business that can be proud of what it does. We deliver world-class IT consultancy, solutions and support services to a growing and diverse list of clients based in London and the South East.

If this sounds like an environment, you would thrive in please get in touch.

Job Description

We are looking for someone who enjoys resolving complex incidents and implementing leading-edge IT solutions together with providing excellent customer service to join our growing team as a Senior Engineer at our Borehamwood office. This is the perfect opportunity for a talented individual to join a fast-growing Managed Services Provider, working on the latest technologies.

Role summary:

The Senior Engineer will work on 3rd line tasks across both our Service Desk and will be responsible for providing technical support for our Technology's Managed Service customers with the aim of fixing all incidents passed to them from 1st and 2nd line team.

You will also be required to perform a variety of proactive tasks which will help maximise customers' up-time, perform root-cause analysis and prevent reoccurring issues. This may include resolving more complex monitoring alerts, deploying the latest security updates, system maintenance and upgrading customer systems.

Key responsibilities:

· Deal with incoming incidents in a professional, courteous manner over the phone and via e-mail

· Take ownership of incidents and manage them in a logical and methodical manner, taking responsibility for the end-to-end management of incidents in your queue and proactively keeping the customer informed of progress

· Accurately log incidents by categorising and prioritising them in line with service operations procedures

· Conduct full and thorough diagnostics with end-users to enable first point of contact fault resolution

· Monitor the status and progress using the provided incident logging system for assigned incidents and workflow tasks

We are looking for someone who:

· Has a natural aptitude for troubleshooting and problem-solving

· Embraces continual change and process improvement

· Can express ideas and information clearly and concisely

· Plans and manages own workflow on a daily basis to ensure the achievement of KPIs

· Demonstrates a passion for customers and delivering service excellence

· Proactively keeps up to date with technologies supported by us, including:

o Firewalls

o Network routing and switching

o Office 365

o Enterprise Mobility & Security including Intune and Azure AD

o Wireless Networking

o Server hardware

o Virtualisation technologies: VMware, vSphere, Zerto

o MS Windows Server Hyper-V

o Azure

o Active Directory

o Exchange and Exchange Online

o SQL

o Teams

o SharePoint

o Anti-Virus technologies including Bitdefender

What you can expect from us in return:

We think it's important to look after our employees. In addition to a competitive salary, supportive teams and a real chance to progress your career, we offer a range of benefits which include:

· Holiday: 22 days' holiday rising to 25 days with length of service

· Health: A free membership to the local gym

· Birthdays: A free days holiday on your birthday (or nearest Friday/Monday)

· Top tech: We don't just keep out services and solutions for our customers; that means best-of-breed software and hardware for all our staff

· Training: A tailored training plan including official vendor certifications

IND-LET