3rd Line Support Engineer

3rd Line IT Service Desk Engineer

Whiteley

Full-Time, Permanent

Are you an experienced IT professional looking for your next challenge We’re on the lookout for a talented 3rd Line IT Engineer to join our growing vibrant and collaborative Service Desk team. You’ll be working alongside a close-knit group of four skilled Engineers who are passionate about delivering exceptional support and solving problems together and independently.

As a member of our team, you’ll have the opportunity to mentor and guide Junior Engineers, helping them grow while making a real impact on the team’s success. We’re all about fostering a supportive environment, and we fully invest in your growth with tailored training, progression plans, and plenty of opportunities to advance your career.

While you’ll be part of a fast-paced, customer-focused environment, we’re committed to giving you the tools and support you need to thrive. As part of the role, there is an on-call rotation once a month.

If you’re ready to bring your expertise to a place that values your growth and development, we’d love to hear from you!

Benefits of working for Tailor Made Technologies:

A competitive salary.
Training opportunities set out with a clear training structure.
Progressive working environment with access to voice your opinions to decision makers.
25 days holiday plus bank holidays.
Your birthday off.
Flexi health plan cover and access to a range of Health Benefits.
IT Purchasing Scheme.
Company Pension.
An active Social Committee who plans monthly competitions and events.
A brilliant breakout room with free breakfast and a pool table.

Join a Trusted Partner for Transformative Managed Technology.

Experts in Managed IT, Cyber Security and Communications solutions, Tailor Made Technologies (TMT) is on a mission to help small and medium-sized enterprises leverage business technology to achieve their goals.

Partnership-focused with a deep and deliberate understanding of customers’ strategic goals, our in-house teams tailor our services to suit every client’s unique requirement and drive business growth.

Through comprehensive offerings, broad technical knowledge and excellent customer service, we ensure your business-critical IT and Communications systems work seamlessly in the background, unleashing you to fulfil your targets.

Duties and Responsibilities of our 3rd Line IT Service Desk Engineer:

Advanced Technical Support: Provide expert-level technical support to address complex issues escalated from lower tiers (1st and 2nd line support). This may involve troubleshooting hardware, software, and network-related problems.
Incident Management: Take ownership of escalated incidents, ensuring they are resolved efficiently and effectively within agreed-upon service level agreements.
Problem Management: Identify underlying root causes of recurring incidents and implement long-term solutions to prevent their recurrence. Conduct thorough root cause analysis and document findings for future reference.
Change Management: Assess and implement changes to IT systems and infrastructure, ensuring minimal disruption to operations.
Technical Documentation: Create and maintain comprehensive documentation.
Customer Support: Interface with external vendors and third-party service providers to resolve technical issues and procure necessary hardware or software.
Training and Mentoring: Provide guidance and support to Junior Engineers and support staff.
On Call: There is an expectation to be on call once a month.

Your Previous Experience:

Microsoft Windows desktop and server configuration and support experience.
Microsoft Exchange On Prem and Online configuration and support experience.
Terminal server environment configuration and support experience (Citrix, AVD, RDS).
Active Directory configuration and administration.
Strong knowledge and understanding of Group Policy.
Strong general networking skills (CLI, Subnetting, NAT).
Good understanding of DNS.
Router configuration and support experience (Cisco, HP, Draytek).
Firewall configuration and support experience (Watchguard, SonicWALL).
HP ProLiant and Dell PowerEdge Server Hardware support experience.
VMware and Hyper V support experience (VCP an advantage).
Storage technologies (NAS, NetApps, Synology).
Strong understanding of Office 365.
Strong understanding of Microsoft Azure.
Strong understanding of Microsoft Intune.
Strong understanding of SSL Certificates.

Essential Skills:

Excellent communication skills.
Organisational skills.
Results driven with a proven track record.
Team player.
Self-motivated and proactive.
Ability to be resilient and to work under pressure.

Apply today