3rd Line Support Engineer

We are seeking a skilled and customer-focused 3rd Line Support Engineer to join our dynamic IT support team. In this role, you will serve as the first point of contact for technical issues, ensuring timely and effective resolution of IT-related incidents and service requests. You will play a crucial role in maintaining business continuity by delivering high-quality support to end-users while adhering to established service levels and best practices., * Provide excellent customer service to external clients, up to a senior level

• Act as an escalation point for service desk engineers (1st line and 2nd line) where necessary.
• Pro-active project contribution / implementation including liaising with clients and colleagues
• Troubleshoot problems by telephone, remote access and on-site visits
• Ad hoc and planned mentoring of technical colleagues
• Server, storage and network builds, configuration and installation
• Diligent documentation and time-keeping

Routers, Server Support, Dell, Hp, Features, Ip, Firewalls, Symantec, Hyper V, Switches, * Server Virtualisation (Hyper-V) and Clustered Storage is a must.

• You will have good knowledge of Servers/Storage Hardware (Dell, HP, SuperMicro)
• Windows Server Support (Full range of roles and features)
• Backup Solutions Veeam, Symantec, Datto.
• Networking Protocols (TCP, IP, DNS, DHCP) and Devices including Switches, Routers and Firewalls

Responsibilities

THIS ROLE WOULD REQUIRE YOU TO;

• Minimum 3+ years of working in a similar position
• You should have excellent communication & troubleshooting skills
• Be a keen and a fast learner and be enthusiastic about helping users.
• Confident communication skills across phone, email and face-to-face
• Sound organisational ability and able to prioritise
• Ensuring SLA's are met; time to respond, time to resolve and first-time-fix.
• Willingness to gain relevant qualifications and accreditations'.

Lyon Tech is a managed IT services provider to the creative sector based in London and currently serves over 4000 users and 100+ companies based over in 15 countries. We are a dynamic and fast-growing company that truly values and is reliant upon our people, our culture and our commitment to excellence.