3rd Line IT Support Technician

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Edinburgh based leading Managed Service Provider seeks a Senior 3rd Line IT Support Technician to join their winning team, ideal for someone with several years' experience of delivering support services in a pressure environment.

Busy, forward thinking managed service provider looking to add quality talent to the senior team to deliver resolutions on more complex client facing issues, typically involving infrastructure issues, or cloud centric solutions.

Skill base would be heavily leaning towards network and server infrastructure experience and qualifications, including switching and routing, VLANs, virtualised environments and cloud-based technologies. Deep experience with Microsoft server technologies essential, and this should include cloud-based ecosystems such as Office365 and Azure.

Prior experience required in supporting Team, SharePoint and OneDrive.

Ability to manage applications servers, file repositories and domain controllers and troubleshoot a variety of infrastructure hardware essential, as is good practical knowledge of Internet based technologies, such as web hosting, domain registrations and certificate authorities.

The successful engineer will be based in our primarily in Edinburgh office, but may need to go to sites around Scotland to deliver on-site services on occasion.

They will need to be able to take complex problems, break them down into actionable deliverables, and to communicate with the internal teams and with the client to ensure a smooth delivery of any identified solution. They should be capable of managing their own ticket queues and time, and to commit to delivering solutions to agreed timetables.

Ordinarily, we would envisage this engineer delivering remote support and solutions to clients via our remote management toolset at our Edinburgh office.

As well as delivering 3rd line support resource to clients, the successful candidate will also assume the role of a support mentor, supporting the Operations Manager in ticket and service level delivery, and in supporting, mentoring and coaching junior members of the team.

The successful candidate will be a "go to" person for other members of the support team to seek advice and clarify technical delivery for their own tickets.

This can be a demanding role, in a high-pressure department, so the ability to multi-task, dealing with changing landscapes and to deliver under pressure are essential.

The ability to professionally represent the firm is essential, be that in person, on phone or by email, and the ability to translate complex IT concepts and challenges into plain English is essential, whether that be to clients or internal staff.

In return, a generous salary and benefits package is on offer, including corporate gym membership and private health insurance. Some flexibility with "Working From Home" can be offered, and we envisage this to be a hybrid working role. The ability to develop and gain further qualifications will be provided and encouraged.