IT Support Engineer 2nd / 3rd Line

13 Mar 2018
12 Apr 2018
Contract Type
Full Time
Job Description

IT Support Engineer 2nd / 3rd Line

3rd Line Support / Technical Support Engineer / IT Support Technician / 2nd Line / 3rd Line /

2nd / 3rd Line IT Support Engineer is needed by our client, an established and growing supplier of IT services, to be based in Bromsgrove (Worcestershire). They offer a range of value added IT services for both initial deployment and full support. Including servers and networks, VoIP telecoms, web and security solutions, all using enterprise-level technology applied to small and medium businesses.

They partner with brands including Microsoft, ConnectWise, Fujitsu, WatchGuard, 3CX and many more. Their client base can be found in all corners of the UK, especially in Worcestershire, Warwickshire and the West Midlands.

Equipped with over 25 years of experience, they are now on the lookout for a Senior IT Support Technician to join our ever-expanding company, and to become an essential part of our skilled team.

About the Role

  • Your role will be hands-on and varied, and involve the following:
  • Providing advanced helpdesk tasks
  • Acting as the point of escalation for 2nd line engineers
  • Mentoring 1st / 2nd line staff
  • Completing project and installation works when necessary (such as infrastructure changes to servers and networks)
  • Managing the overall success of their clients' IT systems
  • Undertaking full specification, builds and configurations of servers, clusters and networks

About Your Skills

  • Solid understanding and experience in the following technical areas:
  • Backup strategies, technologies & disaster recovery
  • Email systems (including MS Exchange, O365, mail flow troubleshooting)
  • Microsoft Active Directory & domain services
  • Server Operating Systems (including 2008, 2008R2, 2012, 2012R2, 2016)
  • Desktop Operating Systems (including Windows 7,8.1, 10)
  • Networking (including routing, switching, DHCP, DNS, VPNs, firewalls, wireless technologies & managed wireless solutions)
  • VoIP phone systems, telecoms, SIP, preferable use of 3CX
  • Setting up & supporting mobile devices (e.g. phones / tablets using iOS, Android, Windows)
  • End Point Management systems (e.g. SCCM, ConnectWise, Kaseya)
  • Clusters & high availability systems
  • Virtualization technologies (including Hyper-V, VMWare)
  • Security (including NPS, Radius, network restrictions, 2-factor authentication, preferable use of WatchGuard firewalls)
  • Certificates
  • Linux & VDI (a bonus!)

Desirable Traits

  • They are looking for someone to not only meet their technical skills, but also to make an impact on the team:
  • Self-starter & forward-thinker
  • Desire to push your skills and career to the next level
  • Ability to prioritise and manage workload effectively
  • Experience working to Service Level Agreements
  • Professional, flexible & personable approach to user / customer relations
  • Experience of working on customer premises
  • Capable of thinking & acting quickly under pressure
  • Previous experience in a 2nd / 3rd line role in a front-line technical IT support environment
  • Ability to work independently and within a team
  • Excellent communication & documentation skills
  • Strong troubleshooting ability
  • Applicant will be required to undertake an enhanced disclosure and Barring Service (DBS) Check if successful
  • Experience managing difficult IT outages with clients & incident management
  • Understanding of ISO standards (preferably with some experience)
  • MCSA/SCSE, VMware accreditations, CompTIA, Cisco or similar
  • Strong Leadership skills
  • Full UK driving License (Clean)

What's on Offer
Salary of £25,000 - £30,000 per annum (depending on experience)

Working Hours
Full time, Monday - Friday, 9.00am - 5.30pm

If this role sounds of interest, click on the APPLY button now.

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