3rd Line Support Engineer

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Job Title: 3rd Line Service Desk EngineerLocation: Leeds, West YorkshireSalary: £35,000 - £40,000 per annum (DOE)+ Excellent benefitsJob type: Permanent, Full timeRabb-IT Ltd are on an exciting journey to become the go to IT Businesses in Yorkshire. Already a well-respected MSP with an array of clients within the Yorkshire region they are now looking for an experienced 3rd Line Engineer to join the team. Based in the rural area of Calverley, Leeds where monthly lunches are bought, to acknowledge and appreciate their dedicated staff.About the role:Overview:Your role will be pivotal in delivering friendly and professional service to Clients. You'll be responsible for supporting the networks of our existing clients, supporting their on-premises infrastructure, as well as supporting the team with 3rd line escalations of more high level and critical support issues.You will provide technical support both onsite and remotely; handling incidents escalated from the service desk. You will create great experiences for clients, while building and maintaining long-lasting client relationships built on trust. You will also manage expectations; problem solve and deliver the most important KPI; happy clients!Key Responsibilities:Supporting the typical technologies such as; IT networks VLANSLayer 2 & 3Firewalls (Sonicwall, Draytek and UniFi)Physical and Virtual Servers Hyper-VVM WareSAN InfrastructureCloud based technologies such as M365 & Azure Intune, Azure AD & other Modern Workplace itemsVeeamProvide expert 3rd line support to our Service Desk team by dealing with escalated incidentsProactive monitoring and management of client networks Manage, maintain, and develop RMM and Network Monitoring Platforms PRTGConnectWise AutomateManagement & development of Rabb-IT Service desk system & KPI ReportingManagement & development of Rabb-IT InfrastructureManagement & development Customer Backups & Frameworks / MonitoringTo produce and maintain full client documentation, ensuring all changes and amendments are accurately recordedHave a clear understanding/appreciation of SLA's and utilising those for better ticket/time management, contribute to the improvement of service levels and performanceAbout you:Essential Technical Skills:Windows Server - Active Directory & Group Policy and VirtualisationAzure IaaS/PaaSOffice 365 - Exchange Online, Sharepoint, Intune/Microsoft EndPointNetworking Managed Switches (Aruba, Unifi)Firewalls (SonicWall, Unifi, Draytek)TCP/IP, DHCP, DNS, VLAN/RoutingPRTG Network MonitoringNetwork Security - SSL, Antivirus, Email gateway securityBackups & Disaster Recovery such as Veeam and MSP360Knowledge of VOIPHands on knowledge of the procedures used in the installation, modification, maintenance and repair of IT hardware and softwarePersonal Requirements:A clear focus on high quality work, with the interests of the customer at the centre of all you doProven experience in a similar roleExcellent communication skills for dealing with diverse range of customersStrong time management skillsPolite, mature, credible, and comfortable in with working in a demanding environmentResilience and resourcefulness to work efficiently and effectively when under pressure and to tight deadlinesStrong problem-solving skillsHave a desire to be part of an overall team and achieve team goalsCommercially astute, understanding the need to balance service levels with necessary re-chargesKeen for new experience and to grow skill sets; a genuine passion for ITFull driving licence with own vehicleStrictly no agenciesBenefits:Healthcare and Well-being SchemePension Scheme (additional employer contribution)Staff Development Scheme25 days holiday plus extra Birthday holiday - never work on your birthday again!Free team lunch every monthCompetitive salariesTraining and personal development (including Free Microsoft Training)Structured Induction Process (training on all aspects of your role to ensure you succeed)Great staff parties - a very important part of teambuildingFree ParkingFantastic culture & environmentCandidates must be immediately eligible to work within the UK and within easy daily travelling distance of Leeds. No agencies, please.Please click on the APPLY button to send your CV and Cover Letter for this role.Candidates with the relevant experience or job titles of; 3rd Line Infrastructure Engineer, 3rd Line Support Engineer, 3rd Line Support, IT Support Engineer, Infrastructure Technician, Technical Support, IT Systems Engineer, IT Support Service Desk, IT Service Desk Consultant, IT Support Consultant, Customer Support, Senior 1st Line Support Engineer, 1st Line IT Support, Senior Helpdesk Support, IT Support Analyst, 3rd Line Support Technician, Helpdesk Analyst, may also be considered for this role.