3rd Line Engineer (Technical Services Engineer)
We’re recruiting a Technical Services Engineer (3rd Line) to maintain, support and improve our SME and Enterprise customers’ networks/applications located over 100+ sites. We are an innovative IT Services company working with customers across the world who rely on their IT 24x7x365. There’s a continual push to improve, so dull-moments just don’t exist. Our company is as much about software development as it is about systems support.
The successful applicant will be responsible for (but not limited to):
* Providing helpdesk services and support for customer systems and infrastructure up to 3rd level across a varied range of systems but mostly Microsoft based; in line with business requirements and to agreed SLA objectives
* Liaising with customer and 3rd party support and operations teams
* Monitoring and maintenance of customer infrastructures and security
* Providing application/ hardware configuration, deployment and technical project assistance and guidance for internal and customer projects
* Participation in on-call rota for out of hours support to internal and external customers
* Record your work and time accurately, reflecting the effort expended. Making use of tooling to increase accuracy and timeliness of time entries.
* Communicating with customers, via the appropriate channels, always ensuring the written and verbal communication is professional and meets our standards.
* Ensure appropriate adherence to performance targets including KPIs and SLAs.
* Build excellent working relationships within the Service Desk team(s), with other teams within the Managed Services Department, as well as within the wider organisation.
* Work with Team Managers, Team Leaders and Account Managers to ensure positive outcomes for our customers.
Applicant required technical attributes:
* Knowledge and technical understanding of Microsoft 365 and general business IT systems.
* In-depth understanding of Microsoft technology stack including Server, Exchange, Active Directory, DNS, IIS, Group Policy, Hyper-V
* In-depth understanding of Microsoft end user technology stack
* Experience of management/administration of VPN’s, firewalls, endpoint protection, anti-malware and email-security solutions
* In-depth understanding of LAN/WAN technologies including switch, firewall, router configurations and deployments
* PowerShell scripting (from an administrative/automation perspective)
* Business Continuity/Disaster Recovery/Backup Solutions
* Dev-Ops Experience
* Awareness of ITIL framework and methodologies
* Linux exposure or experience
* PowerShell experience
Applicant required personal attributes:
* Security focused attitude
* High attention to detail
* Ability to follow procedures and make any updates required
* Strong written and oral communication skills, especially when talking technical in a non-technical way
* Good technical problem solving skills, in or out of the box thinking both acceptable!
* Highly curious and learning driven attitude to new technologies and opportunities
* Capable team worker but equally happy working alone with strong self-management skills in time and workload prioritisation
* Flexible attitude to working, some weekend/evening work may be required including participation in on-call team