Job Title: 3rd Line Support Engineer
Location: Dartford (Hybrid)
Salary: £35,000-£42,000
Overview:
The IT 3rd Line Engineer plays a critical role in ensuring the functionality and security of our IT systems. This position provides technical support to users, manages hardware and software troubleshooting, and ensures secure, effective IT operations. A strong background in Active Directory, Azure Active Directory and Intune is essential.
Key Responsibilities:
* Deliver comprehensive IT support services to global colleagues, collaborating with IT teams across locations to support our worldwide user base.
* Assist the IT Manager in executing the IT strategy.
* Main point of contact for user hardware and software support.
* Collaborate with the IT support team to deliver comprehensive support services.
* Monitor the helpdesk ticketing system, prioritize issues, and respond promptly.
* Work with colleagues to troubleshoot and resolve escalated technical problems.
* Document solutions and maintain a knowledge base for reference.
* Configure and install new computers and laptops, recording details in the IT register.
* Test and assess new products or upgrades.
* Repackage approved software for automated user deployment.
* Contribute to the development, integration, and maintenance of the Company's IT infrastructure.
* Log new equipment, moves, and updates in the IT register.
* Install structured cabling as needed at business units or site offices.
* Visit company sites for hands-on assistance, upgrades, or repairs.
Requirements:
* Experience with 1st and 2nd line support, including remote troubleshooting and user guidance.
* Strong networking skills, especially in the TCP/IP protocol.
* Experience in PC hardware installation and configuration.
* Familiarity with software repackaging and deployment.
* Proficiency with Windows operating systems.
* Advanced knowledge of Microsoft applications (Dynamics, Azure, Active Directory, and Office 365 suite).
* Experience with Active Directory and Azure Active Directory for user account management, group policy, and security configurations.
* Prior ERP systems experience is advantageous.
* Knowledge of Ethernet patching and cable management.
* Experience managing company phone systems (including VOIP).
Personal Characteristics:
* Flexible and willing to travel to company locations as needed.
* Excellent interpersonal, verbal, and written communication skills.
* Strong time management skills, able to handle multiple priorities.
* Team player with the ability to work independently when required.
* Fluency in English is essential, as communication may be with both English and non-English speaking users.