3rd Line Technical Support Engineer

Newcastle Upon Tyne
10 Jan 2018
08 Feb 2018
Contract Type
Full Time
3rd Line Technical Support Engineer

Our client delivers applications, data analytics and managed services that transforms and optimises the businesses they work with. They offer customers a unique blend of over 26 years’ experience of leading edge cloud, on-premise and hybrid solutions.

Position: 3rd Line Technical Operations Engineer
Location: Cobalt Business Park, Newcastle
Job Type: Full Time, Permanent
Salary: £25,000 to £30,000 basic dependent on skills and experience. Benefits: 25 days annual leave plus bank holidays, profit and performance related bonus, occupational sick scheme, company pension scheme, career progression plan, cycle to work scheme, childcare voucher scheme.

About the role:

To provide 3rd line technical support to thier internal and external customers, ensuring their incidents are resolved in an efficient and professional manner and to assist with the delivery of Infrastructure related projects when required.


- Provision of quality IT infrastructure support to clients both directly in person or remotely and also indirectly through the Service Desk team
- 3rd line support to the Service Desk team when required
- Configuration and installation of servers, software and networks
- Maintenance & creation of required technical documentation Involvement in technical pre-sales activities and liaising with the presales consultants team
- Assisting Project Managers with other duties as required
- Involvement in procurement and scoping of server and network technologies
- Other ad-hoc work as instructed by the Infrastructure Manager or internal and external customers
- Occasional working away from home may be required

About you:

- Strong commercial experience in an IT environment whilst working in a 2nd / 3rd line role in the following: Configuring and maintaining MS Windows 2003, 2008 and 2012 Server
- Excellent Understanding of Active-Directory & Group Policy
- Experience in managing virtualised environments (VMware and Hyper-V)
- Experience with Citrix and MS RDS delivering application and desktop virtualisation
- Experience in managing MS Exchange 2003 through to 2013 including backup and recovery maintenance and MS Office 365
- Exposure to infrastructure consultancy / project delivery
- Ability to understand and maintain the network roles (DHCP, DNS, NPS)
- Knowledge of protocols TCP / IP and SMTP and how to diagnose related problems
- Knowledge of networking topologies including switching, VLAN’s, routing and remote access
- Experience in managing malware protection systems (i.e. Sophos EM, Symantec Endpoint and MessageLabs etc.)
- Firewalls and DMZ / perimeter security solutions
- Ability to be able to transfer knowledge into Small Business Server 2003 / 2008 environments
- Experience in operating and configuring backup solutions (i.e. Backup Exec)
- Ability to work with and configure RAID based systems including disk arrays and SANs
- Experience in identifying the cause of problems (root cause analysis)
- Understanding performance monitoring and capacity planning practises
- Show an awareness of how clients’ businesses are impacted by their IT and prioritise work accordingly
- Take ownership of issues and show initiative in solving them
- Work effectively and efficiently with the other IT teams and project services department and third parties
- Proven and relevant working experience in a busy, client focused organization
- Participation in an out of hours on-call rota if required
- You must possess a full UK driving license and have suitable transport with business insurance

Further knowledge in the following areas would be advantageous:

- VMWare ESX, ESXi, vCenter
- AWS - Amazon Web Services (Cloud Hosting)
- Hyper-V (Clustering, 2008 and 2012)
- Cisco routers and firewalls
- Extreme, HP and Dell switches
- SQL Server administration (i.e. backup maintenance, replication, SQL Server agent)
- Telephony including Skype for business
- Edge security, especially ISA / TMG
- Blackberry Express Server
- PowerShell and VB scripting
- ITIL Foundation Certification
- Microsoft Certification
- Cisco Certification
- Relevant IT related degree

You may have experience of the following: 3rd Line Technical Operations Engineer, Technical Operations Engineer, Technical Support, IT Support, Service Desk Analyst, 3rd Line Support, 3rd Line IT Support, 3rd Line Technical Support, IT Manager, Infrastructure Engineer, Network Engineer, etc.

This vacancy is being advertised by EasyWeb Recruitment, the UK’s leading Online Recruitment Agency. The services advertised by EasyWeb Recruitment are those of an employment agency. No terminology in this advert is intended to discriminate on the grounds of gender, race, disability, age, sexual orientation, religion, or belief, and we confirm that we will gladly accept all applications.

This job was originally posted as www.cwjobs.co.uk/job/79140193