3rd Line Support Engineer

Job reference - 267

Location - St.Helens, Merseyside

Salary - up to £35,000

Job type - Permanent

A fantastic opportunity has arisen for an experienced 3rd Line support engineer to join a forward-thinking organisation based in St Helens.

Key skills required for a 3rd Line support engineer;

• Experience working as a 3rd Line support engineer 

• Knowledge of Networking principles (WAN/LAN/ VLAN/DHCP/DNS/STP), and terminology, IT 3rd Line Support Engineer and services.

• 3+ years IT Support Engineer experience

• Basic Azure knowledge and understanding

Desirable skills for a 3rd line support engineer but this is not essential;

• Managed Services industry experience (MSP)

• Any related certifications would be a huge advantage (MCP, ITIL, CCNA, MCSE etc.)

• Virtualisation - VMware, Hyper-V

• Office365, Veeam, Citrix, Group Policy

• SQL

Key responsibilities for a 3rd Line support engineer;

• To deliver projects, including and not limited to, Cloud migration and support and maintain Cloud integrations.

• To deliver new software and hardware solutions to clients, as specified and planned. 

• Provide consultancy services to customers in support of the Managing Director. 

• To provide technical pre-sales support, including but not limited to, building quotes and creating a defined scope of works documents for client projects.

• Delivering cyclical and routine Back-Up, Disaster Recovery and Endpoint Security tasks for clients. 

• Maintains a high degree of customer service for all support queries and adhere to all company procedures.

• Teamwork with other personnel to develop and implement technical processes as required. 

• Ensure the security of systems and data from internal and external attack.

• Manage highly critical situations, which may involve complex technical hardware or software problems and arrange for external technical support where problems cannot be resolved.

• Attend necessary training courses in order to build competence in providing technical assistance and support to customers.

• Log calls and create tickets 

• Perform testing and to support all aspects of project related work. 

• Evaluate user needs and system functionality, ensuring that IT facilities meet these needs. 

• Ensures that documentation of the supported systems and software is available and in an appropriate form for those receiving calls.

• Ensures adherence to escalation procedures. Responds to major incidents / escalated, complex and high impact customer tickets.

• Manages / assists with problem tickets.

So, if you are a 3rd Line support engineer and would like more information about how you could become apart of a fantastic organisation, please apply now.