Job Description
3rd Line Service Desk Engineer
At Air IT we believe its in everyone's interests to work flexibly. That's why we have introduced a 4 day week (compressed hours) or 9 day fortnight in addition to a standard 5 day 37.5 hour week. All three options are available to joiners at Air IT.
Were Air IT, an incredible MSP with the history and expertise to provide an amazing array of services and a bright future ahead of us.
Weve grown a lot since our beginning back in 2005. Were proud to have brought together nine leading companies as a family, with more on the horizon. Now, with an office presence across the UK, we are extremely honoured to have been recognised with a range of regional, national and industry awards for growth, innovation, dedication, and success throughout our journey.
Excited for our future, weve got a great mission and vision and a clearly defined strategy to empower our teams and make sure we can bring out the best in our people to provide unrivalled IT and Cyber Security support, solutions and services to local SMEs, nationwide. And this is where you come in.
The role
Our ideal candidate will be an experienced 3rd Line Technical Support Engineer from an IT Managed Service Provider background, a motivated, natural problem solver with the ability to work in a fast-paced environment. A passion for technology and providing outstanding customer service is essential.
Key responsibilities:
Supplying a high standard of customer service in line with Air ITs standards
Owning, managing and resolving 3rd Line incidents, completing requests and change requests in line with our SLAs
Acting as a technical lead in a major incident or priority 1 situation
Providing an escalation point for 1st and 2nd Line Service Desk Engineers
Supporting new product release in testing, evaluation, onboarding and embedding into our business
Delivering against our KPIs
Effective prioritisation and workload management
Ensure adherence to our Change Management Process
Identifying opportunities for improvement both technically and in processes
Work in accordance with company values, policies, procedures and standards
Skills / Attributes Required:
Clear and confident communicator at all levels and abilities
A proven problem solver
Able to deliver and troubleshoot complex technical solutions
Strong documentation skills
Adaptable & flexible
Good time management and prioritisation skills
Detailedtechnicalknowledgein
Windows Server
Active Directory
Microsoft 365 and related technologies
Exchange Online
Azure Active Directory(Azure AD joined/hybrid)
Conditional Access/MFA
Mobile Device Management (Intune/Endpoint Manager)
Azure Information Protection
Azure DLP
Microsoft Azure IaaS
Hyper-V
Networking(S2S/P2SVPN,VLAN, LACP)
Firewalls(NAT/PAT/ACLs
Goodtechnical knowledge:
VMWare vSphere
OSxOperating Systems
Linux
PC & Server hardware
The Benefits
Attractive remuneration packages
Flexible, hybrid working
25 days annual leave + bank holidays with the option to buy and sell up to 5 days
Private medical insurance or the option to buy into the scheme
Free flu jabs
Tiered pension
Perks including quarterly and annual staff awards, funded social events, referral bonuses
Excellent learning and development opportunities
Green travel scheme
Technology vouchers
The hours of work are 37.5 per week, based on a rota, shifts falling between 07:30-18:30, Monday-Friday, with an on-call requirement on a rota basis. Applicants must be flexible to work additional hours to fulfil the requirements of the job role.
Air IT are equal opportunities employer. We value diversity and are strongly committed to providing equal employment opportunities for all. We believe this is the only acceptable way to conduct business and the more inclusive our environments are, the better our work will be.
So, if youre seeking your next challenge, please apply via the button shown. We look forward to hearing from you.