Senior IT Engineer 40k to 45k plus benefits Based Burnley – free parking and easily accessible - home and office - not remote Our client is a leading managed service provider of ICT Solutions. Established for over a decade they are hugely successful, expanding further, and cover a broad range of sectors from Education to large Corporates. Due to growth we are now looking for an additional Senior IT Engineer with strong escalation / 3rd line experience to join the expanding senior team. They focus on service security and data integrity, and have a strong passion for providing world class Cloud services that they want to continue to build. The company are superb to work for and provide a great environment and culture with superb training and development opportunities to keep your technical skills as advanced as possible. Main Responsibilities • Provide final level of escalation for customer incidents • Providing strong server and desktop support across our customer networks • Keeping clients updated as to the progress of their request / issue status • Maintaining agreed SLA’s, updating ticket information as you work • To provide an escalation point for sales/customers/technical, and to manage the solution • Training and development of junior engineers • Liaise with third parties and vendors to resolve incidents with root cause analysis • Perform Incident Management & reporting on complex / large scale issues • Assist with mentoring colleagues in line with escalation procedures • Visiting client sites on occasions • Producing and updating technical documentation, conducting infrastructure audits • To ensure that support work carried out outside of contractual obligations is captured and charged accurately and in a timely manner • Work with management to identify efficiencies within the technical department and implement, including reducing incoming cases and streamlining processes Skills and Experience · Excellent communication skills (both verbal and written) · Ability to respond to customers under SLA and work under pressure · Customer focused · Possesses significant knowledge of client / server and Internet systems architectures · Has developed complex technical solutions to IT problems · Experience of a support desk environment, ideally with in an MSP · Microsoft Cloud technologies – eg. Azure, O365 · Network software including TCP/IP, DNS and DHCP protocols · Back up and replication technologies (Veeam is highly advantageous) · Scripting such as PowerShell, VBA · VMware & Hyper-V deep troubleshooting · Good time and workload management skills “Serata Search are operating as an employment agency – we welcome applications from all nationalities but candidates must have full eligibility to work in the UK”