Job Description
We have an excellent opportunity for a 3rd Line IT Support Engineer to join this growing and reputable team of technicians at this leading and award-winning ISO 9001 & ISO 27001 accredited solutions and systems development, Managed Services Provider based in Brighouse, West Yorkshire.About the companyOur client delivers proactive IT support from West Yorkshire working with clients across the UK and beyond. They specialise in working with the Legal Sector and have a proven track-record in transforming Professional Services organisations.About the roleAs a 3rd Line IT Support Engineer, you will be responsible for troubleshooting and resolving any technical issues that have been escalated through the helpdesk from 1st Line IT Support Engineers and 2nd Line IT Support Engineers while providing excellent customer service and your main duties will include:Act as troubleshooting lead for high level technical issues, high priority tickets and MSO’sVisit client’s sites as and when requiredManage own time effectively and ensure client jobs are loggedSee Technical Escalations through from beginning to endEscalate tickets that need 3rd line resource into 3rd line queue and resolvingEscalate tickets to Operations team in good time where required to ensure satisfactory resolutionsMaintain the 3rd line and escalations queue to resolve issues as quickly as possibleLog troubleshooting and ticket notes accurately and in good time to ensure everyone has visibility of actions completedCommunicate accurately and within good timeFlag areas of risk / improvement within the firm if identifiedTrain other members of the team in all things technicalAbout youTo be successful for the role of 3rd Line IT Support Engineer you must have experience using the following systems in order to be considered for this role:Administration and setup of Windows Server 2012/2016/2019Virtualization technologies (VMWare, Hyper-V)Cloud technologies and concepts (Azure, RDS, Citrix)High-level networking, routing and firewalls (Sophos preferential but not essential)Exchange and 365 tenant administrationAs a 3rd Line IT Support Engineer, you will also need to be / have:Excellent time management and communication skillsAbility to report at all levels in the chain of commandGCSE or equivalent (preferred)Approachable – ensure employees feel comfortable to ask for assistanceAlways be thinking long term fixes and not short termExcellent troubleshooting and triage skillsDesktop and application support (Windows 7/10, Microsoft Office and bespoke application troubleshooting)Wifi Solutions (Ubiquiti Desirable)Printer setup and administrationVOIP TechnologiesAutomation – PowerShell or other (desirable but not essential)About the rewardsFor the role of 3rd Line IT Support Engineer, you will work Monday to Friday (with the option of on call) and you will receive an excellent salary of up to £40,000 per annum depending on experience, plus company benefits including:33 days holiday inclusive of bank holidaysCasual dressCompany eventsCompany pensionCycle to work schemeOn-site parkingPrivate medical insuranceWellness programme