3rd Line Support Assistant
We are now looking to hire a 3rd Line Support Assistant. The main purpose of the job is to provide remarkable IT support of issues escalated from the 1st/2nd line technician whilst also carrying out project-based work for the IT Manager. Key Tasks Support 1st and 2nd line support technicians in their day to day activities and assisting with on and off-site IT support for REPL offices worldwide. Administer and maintain existing corporate infrastructure, including Active Directory, AAD, LAN, Internet access/WAN links, VPN’s, Firewalls, Access Points, Azure, and Office365. Project based work to improve and enhance the infrastructure and security, deliver third line support and infrastructure projects. Depending on projects and tasks, the individual will be required to be available for queries during out of office hours. In addition, as part of this role the individual will be expected to deal with any system issues as and when they occur. Recommend and deliver improved IT infrastructure systems. Demonstrate the ability to troubleshoot and resolve complex issues. Plan and recommend enhancements to ensure that IT capacity meets current and future business requirements in a cost-effective manner. Manage IT projects to meet pre-defined objectives. Administer the Mitel telephone system. Use of Windows Script Host/VBScript/PowerShell to automate tasks. Monitor and troubleshoot server and network performance. Administer and assist users with data restoration and recovery. Work closely with third parties and suppliers. Keep operational documentation up-to-date. Research, recommend, plan and implement infrastructure system projects. Implementation and maintenance of company IT procedures and policies. IT framework and policy management. Deputise for the IT manager to provide cover when required. Provide upskilling and training for other members of the IT team. Performing regular reviews of services, application delivery, patching and Anti-Virus. Obligatory Skills and Experience Good working knowledge of Office365, AzureAD, SharePoint and Teams. Strong knowledge/experience of troubleshooting networking protocols and technologies such as TCP/IP, DNS, DHCP, routing and VLAN’s. Strong knowledge of networking and security principals and best practices. Good experience in installing, configuring and managing firewalls, switches and routers. Knowledge of Windows Script Host/VBScript/PowerShell. Good knowledge of Telecoms configuration and VoIP. Experience of patch management deployment, Windows Software Update Services, InTune and AutoPilot. Solid knowledge of managing and deploying Microsoft Windows 10. Trend Analysis and Problem management experience. Ability to perform Research and Development into new systems in preparation for implementation/third line support 5+ years’ experience in a support environment. Very strong experience of technical troubleshooting and problem solving. Experience in designing and implementing technical solutions, supporting of Servers, desktops, and operating systems. Proven excellence in customer service and delivery. First-class communication skills, both verbally and written. Adaptable to changing work priorities. Flexible “can do” attitude. Systems and performance monitoring experience. Well organised with excellent attention to detail. Experience with Mobile device administration/MDM. Ability to stay calm under pressure. Experience working closely with third parties and suppliers. Full, British driving license. Desirable Skills and Experience Experience managing direct reports. Knowledge of Mac Operating Systems. ITIL Foundation certified. MCSE/MCSA/MCITP or equivalent IT Qualifications an advantage. Microsoft Azure Experience. Knowledge of door and access solutions. Expert knowledge of MDM and AutoPilot.