3rd Line Support Engineer / Analyst

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An exciting opportunity has arisen for a 3rd line IT Engineer to work inside of their busy Help Desk team.

Rewarded with a laid back but fast paced work environment where they focus on growing our engineers to the next level. This exciting opportunity will suit an experienced 2nd or 3rd Line Support Engineer who is looking to continually grow as an engineer.

You will be working among an IT team for a thriving MSP who have a strong work culture and believe in offering the best support to our clients. You will also be given the chance to be involved in all aspects of IT process for businesses and constant growth is available.

Their Senior Engineers drive our company vision of Growth Through Technology and demonstrate our core values in everything they do.

The business has an excellent record for personal development and firmly believes in investing in staff and training.

Key Responsibilities:

- Providing IT Troubleshooting via Telephone and remote support software

- 3rd line Escalation from 1st and 2nd line support engineers

- Logging of changes and support using internal CRM

- Providing high level customer care and building relationships with customers

- Documenting changes and infrastructure

- End level support for all Support queries

- Working with Senior Management team and Senior engineers to provide top level IT expertise

Essential Experience & skills:

- 4 years+ of Level 2 / Level 3 support ideally from an MSP / IT services background, or another area of business IT Support.

- Logic problem solving and analytical skills

- Windows Server 2003/8/12/16

- Active Directory & Group Policy

- VMWare (ideally with VMWare certification)

- Storage Arrays (SAN) technology

- Office 365 & Azure

- Firewall technologies (WatchGuard, Cisco, CheckPoint)

- Microsoft certification is essential

Personal Skills:

- Time management and logging of time using a CRM

- Good customer facing skills

- Excellent problem-solving skills

- Strong organisational & documentation skills

- Strong leadership and mentoring skills

Beneficial Skills:

- Experience of using PSA systems such as AutoTask or ConnectWise

- Product Development knowledge/experience

- Experience working in a service delivery environment

- Strong IT product knowledge, including infrastructure and networking technologies

- SQL server administration experience

- Skills and Qualifications (Desired):

- IT qualifications including MCSA, Comptia or ITIL

- BSc/BA in Computer Science, Engineering or relevant field

Benefits:

- Laptop

- Relaxed, fun and fast-paced environment, where we value pushing our engineers forward.

- Career development and training plans for all team members

- 21 days holiday plus bank holidays, increasing by 1 day every two years

- Quarterly bonus scheme

- Free car parking

- Childcare vouchers

- 5-10 days paid sick per year

- Private healthcare after 2 years' service

- Contributory pension scheme

- Free work wear

- Team challenges and prizes

- Regular company social activities