3rd Line Support Engineer for an award-winning IT service provider established for over 18 years with a UK-wide customer base delivering business IT, telecommunications, connectivity and security solutions who pride themselves on best in class customer service. Senior Support Engineer sought to join a growing team leading the support of customers solutions – from small office-based hardware deployments to enterprise business solutions across multiple cloud hosted environments. This role requires a strong service desk background, great all-round knowledge of technologies, excellent problem-solving skills, and the ability to manage multiple tasks efficiently whilst maintaining communication with customers.
Responsibilities
* Provide 3rd level technical support to customers, resolving complex hardware and software issues and reducing reoccurring incidents.
* Collaborate with, and mentor junior members of the service desk team, providing escalation, sharing knowledge and driving standards.
* Provide technical assistance with the planning and implementation of internal and customer IT Projects.
* Create and maintain documentation for technical procedures, configurations and solutions.
* Support the Sales and Account Management Teams with customer-facing technical pre-sales assistance.
* Deliver product presentations and demonstrations, providing support at external and internal customer facing events.
* Maintain and improve existing systems while ensuring a proactive approach to system optimisation and security.
* Participate in 24/7 on call rota.
Skills
* Strong problem solving and troubleshooting skills.
* Excellent communication skills.
* Strong technical experience of administering domains, Office365 and Intune environments.
* Experienced in both Linux and Windows operating environments.
* Knowledge of Public DNS and PKI Infrastructure.
* Experience with Azure, VMware and Proxmox virtualisation.
* Understanding of networking fundamentals (routing, switching, VLANs, IPSec and firewalling).
* Versatility and the ability to manage multiple workstreams.
The successful candidate will also be required to participate in the on-call rota for 1 week of 24/7 remote cover once every 1-2 months. Full-time on site during probation and once probation completed 1 day / week remote working available.
Benefits
* 1 day / week remote working following successful completion of probation.
* Full training provided and career progression opportunities.
* Monthly team budget for team activities.
* Company Events, including occasional trips abroad!
* Annual Leave: 20 days holiday per year plus bank holidays, with the addition of one extra day for every year of service (up to 25 days).
* On-site Parking.
* Pension Scheme.
* Cycle-to-Work Scheme.
* Employee Wellbeing Support.
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