Third Line IT Infrastructure Engineer (Service desk)

Superior Recruitment
Bedfordshire, UK
24 Jun 2019
02 Jul 2019
Contract Type
Full Time
The Client:

A market leading IT Services provider (SME) based in Bedfordshire.

The Opportunity:

This is your chance to join a well-established, customer-focused IT services company and work in a 'non-call centre', tightly knit service desk team. The role is responsible for providing IT infrastructure support in Microsoft (windows) environments to external (paying) customers both remotely (80%) and on-site (20%) and there's lots of opportunity to get involved with new technologies

You will deliver excellent technology focused support to clients and the internal teams. Taking ownership of and managing problems, major Incidents and escalations. For this particular role you will be comfortable splitting your time from higher priority technical support to the delivery of project work for the wider team.

* Resolving critical / P1 incidents and the most complex tickets - resolving problems in voice and data networks troubleshooting, correcting hardware and software problems

* Act as the point of escalation for 2nd line IT technicians

* Supporting and mentoring junior colleagues

* Auditing customer sites and producing / maintaining the technical reference documentation

* Customer visits supported by sales people/ Pre sales meetings with customers. (There is a pool car available or mileage allowance), whichever works best

* Developing relationships with customers/ suggesting upgrade or changes to customers environments in partnership with sales people

* Documenting troubleshooting methods and solutions in the IT knowledge base

The Candidate:

* Expert level IT infrastructure support

* Experienced in Server, Office365 & Cloud migrations

* Experience working with Azure or AWS would be nice, but not essential

* Active Directory and Group Policy administration, DNS, DHCP, DFS

* Advance Knowledge of Office 365 Administration & Troubleshooting

* PowerShell Scripting

* Customer service experience gained in a reseller / MSP environment

* IT security - endpoint and network solutions

* Virtualisation, infrastructure refreshes and upgrades

* MCSA or MCSE accredited would be nice, but not necessarily essential if relevant experience reflects capability

Specific Technical Knowledge:

A working knowledge of relevant technologies;

* Windows Server 2008 / 2012 / 2016, Windows Desktop 7 / 8 / 10, Internet Information Services Administration, Exchange administration, Managing Active Directory & Group Policy

* Microsoft Office 365 and SharePoint - installation, configuration, data migration, administration

* Hypervisor Technology - VMWare & Hyper V

* Networking - Firewall rules, LAN, WAN and VLAN configuration & troubleshooting.

* Network and Endpoint security solutions and protocols

* Storage Technologies - NAS Systems - connectivity and administration

* Backup Systems - Veeam or similar, VSS Administration and trouble shooting

* Internet connectivity (ADSL, Fibre, Leased Line & MPLS)

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