Position Overview The 3rd Line Technical Support Engineer will join our client's team in Manchester, providing high-level technical support and expertise to resolve complex issues. The role involves diagnosing and troubleshooting critical problems, implementing solutions, and ensuring the smooth operation of IT systems. Responsibilities Technical Support: Provide third-line support to resolve incidents and problems escalated from the first and second-line support teams. Problem Diagnosis: Conduct thorough analysis and diagnosis of complex technical issues affecting IT infrastructure and applications. Solution Implementation: Design, test, and implement effective solutions to ensure system stability and performance. Documentation: Create and maintain detailed documentation for incident resolutions, technical procedures, and best practices. Collaboration: Work closely with other IT teams, vendors, and stakeholders to coordinate solutions and improve service delivery. System Maintenance: Manage and maintain IT infrastructure, including servers, networks, and applications. Project Support: Assist in the planning and execution of IT projects, ensuring timely and on-budget delivery. Security Compliance: Ensure all systems comply with security policies and regulatory requirements. Training and Mentorship: Provide guidance and training to junior support staff to enhance their technical skills and knowledge. Incident Management: Lead the response to major incidents, coordinating with various teams to ensure swift resolution. Skills and Qualifications Educational Background: A degree in Computer Science, Information Technology, or a related field. Experience: Minimum of 5 years of experience in a technical support role, with at least 2 years in a 3rd line support capacity. Technical Proficiency: Strong knowledge of IT infrastructure, including servers, networks, and software applications. Problem-Solving Skills: Exceptional analytical and troubleshooting skills, with the ability to resolve complex technical issues. Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical stakeholders. Certifications: Relevant certifications such as ITIL, Microsoft Certified: Azure Administrator, or similar are highly desirable. Team Player: Ability to work collaboratively with various teams and foster a positive work environment. Adaptability: Ability to adapt to changing technologies and learn new skills as required. Attention to Detail: Meticulous attention to detail, ensuring accuracy and thoroughness in all tasks. Customer Service: Strong commitment to providing high-quality customer service and support. Technical Requirements Operating Systems: Proficiency in Windows Server, Linux, and other operating systems. Networking: In-depth knowledge of networking protocols, firewalls, VPNs, and network security. Virtualization: Experience with virtualization technologies such as VMware, Hyper-V, or similar. Cloud Services: Familiarity with cloud platforms like AWS, Azure, or Google Cloud. Database Management: Knowledge of database management systems and SQL. Scripting: Proficiency in scripting languages such as PowerShell, Python, or Bash. Monitoring Tools: Experience with monitoring and diagnostic tools to ensure system performance and availability. Backup and Recovery: Strong understanding of backup and recovery solutions and best practices. Personal Attributes Problem Solver: A proactive and solution-oriented mindset. Self-Motivated: Ability to work independently and take initiative. Dependable: Reliable and punctual with a strong work ethic. Continuous Learner: Keen interest in continuous learning and professional development. Leadership: Ability to lead by example and inspire others. Working Conditions Location: Based in Manchester with potential remote work options. Environment: Office-based with occasional travel to client sites. Hours: Full-time position with occasional on-call duties and overtime as needed. About the Client Our client is a well-established company in Manchester, known for its commitment to innovation and excellence. They offer a dynamic and supportive work environment, opportunities for growth, and a chance to work with cutting-edge technologies. Benefits Competitive salary package Health and dental insurance Pension scheme Professional development opportunities Flexible working hours Employee wellness programs