Job Title: 3rd Line Support Engineer
Location: Office-Based - Southend-On-Sea
Salary: Up to £42,000 per annum
Job Type: Full-Time, Permanent
About the Role: We are looking for a highly skilled and experienced 3rd Line Support Engineer to join our client's internal IT team. This office-based role is critical in providing advanced technical support to internal colleagues and acting as an escalation point for 1st and 2nd line support teams.
As the team's technical expert, you will be responsible for diagnosing and resolving complex IT issues, mentoring 2nd line support engineers, and identifying training and development opportunities. Additionally, you will contribute to the continuous improvement of our IT support framework by developing the Knowledge Base, authoring articles that support internal staff development, and promoting a customer self-service approach.
Key Responsibilities:
1. Provide 3rd line support for escalated technical issues across systems, networks, and applications.
2. Act as a mentor and escalation point for 1st and 2nd line support teams, fostering professional growth and knowledge sharing.
3. Diagnose and troubleshoot complex IT issues related to networking, databases, virtualisation, and security.
4. Maintain and optimise enterprise-level IT systems, ensuring high availability and performance.
5. Contribute to IT service improvement initiatives, identifying opportunities for process enhancement.
6. Develop and maintain Knowledge Base documentation for internal training and support purposes.
7. Work closely with IT leadership to implement security best practices, firewalls, and data encryption.
8. Manage and prioritise workload to meet business demands, ensuring timely resolution of critical issues.
9. Collaborate with key stakeholders to translate technical solutions into non-technical language.
Person Specification:
Qualifications & Experience:
1. 5+ years' experience in a technical support or systems administration role.
2. Proficiency in networking technologies, including DNS, DHCP, and VLANs.
3. Strong experience with databases such as SQL Server.
4. Expertise in virtualisation technologies (VMware, Hyper-V).
5. Knowledge of security protocols, firewalls, and data encryption.
6. Experience with ticketing systems (e.g., ServiceNow, Jira).
7. Familiarity with remote management tools and diagnostic software.
8. Highly developed problem-solving skills and the ability to analyse and resolve complex issues.
9. Strong interpersonal skills with the ability to communicate effectively with technical and non-technical colleagues.
10. Demonstrated ability to manage priorities and work within timescales and deadlines.
11. Track record of working within effective teams, delivering high-quality service management.
12. Excellent documentation skills, capable of producing clear and concise technical documentation.
Desirable Certifications:
1. ITIL Foundation (preferred).
2. Microsoft Certified Solutions Expert (MCSE), Cisco Certified Network Professional (CCNP), or equivalent technical certifications.
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