3rd Line IT Service Desk Engineer

As a Third Line Engineer, you will handle escalated support requests, troubleshoot complex IT issues, and contribute to the planning and development of infrastructure-level solutions. Your expertise will enable you to mentor team members, provide advanced technical support, and drive improvements in our IT systems and processes. This role will work closely with the technical director and service delivery manager to assist them in providing high-quality support, both remotely and on-premises, when required., · Networking Equipment: Provide advanced configuration and support for switches, access points, and firewalls from vendors such as Palo Alto, Ubiquiti/UniFi, Cisco Meraki, HP Aruba, and Fortigate, including vendor collaboration for troubleshooting and improvements.

· Telephony Systems: Administer and troubleshoot VoIP systems, including CallSwitch, 3CX, Gamma and Microsoft Teams Phones, performing advanced configurations.

· Security Solutions: Configure and support endpoint security solutions like Defender for Endpoint, as well as email and cybersecurity tools such as Mimecast and BreachSecure Now.

· Scripting and Automation: Develop and utilize advanced PowerShell scripts for automation and troubleshooting, while mentoring the team in scripting practices.

· Cabling Projects: Lead complex cabling projects, ensuring robust and high-quality network setups.

· Virtualization and Storage: Support and configure HyperV environments, NAS/SAN solutions, and VMware systems.

· Uninterruptible Power Supply (UPS): Configure and support UPS systems to ensure continuity and reliability.

· Email and Cloud Security: Configure, manage, and provide advanced support for email security solutions like Mimecast and Azure-based services.

· Vendor Collaboration: Work directly with vendors to address escalated issues and implement system improvements.

· Training and Mentorship: Share expertise by mentoring team members and providing training on best practices and complex systems management.

Do you have a valid Driving Licence license?, Do you have experience in VoIP?, Do you have a GCSE?, · System and Network Support: Confidently support, configure, and troubleshoot a wide range of IT systems and ensure optimal functionality, including leading advanced configurations.

· Incident and Problem Management: Apply ITIL best practices for incident and problem management, actively participating in process improvements and mentoring team members on ITIL principles.

· Hardware & Software Troubleshooting: Diagnose and resolve complex hardware issues with desktops, laptops, printers, and mobile devices (Android and iOS), performing advanced configurations.

· Command-Line Tools: Proficiently use command-line tools for diagnostics, configuration, and advanced troubleshooting.

· Server Administration: Manage and troubleshoot advanced on-premises server configurations, including Active Directory, DHCP, and DNS.

· Microsoft Office 365 Administration: Provide expert-level administration and support for Office 365 services, including Exchange, Identity, Compliance, Security, Teams, SharePoint, and InTune/AutoPilot.

· Cloud and Backup Solutions: Configure, manage, and troubleshoot Azure Compute, Networking, and Storage, as well as SaaS backup solutions like VEEAM, Barracuda, Datto SaaS 365 Protect, and Acronis Cyber Cloud., · Cabling: You must be proficient in CAT5e and CAT6 cabling, including crimping, termination, testing, troubleshooting, and adhering to industry standards for high-quality network installations., The candidate must possess a strong work ethic, be passionate about IT, and commit to self-directed learning to obtain industry qualifications. A high level of interpersonal skills and an ability to communicate effectively with our customers is vital to the role. Working independently with great attention to detail is also considered essential.

Candidates must possess a current UK driving license and have access to their own vehicle., * Are you ITIL V4 qualified?

• Have you achieved Microsoft AZ-900?
• Do you have Cisco CCNA/CCNP qualifications?

Education:

• GCSE or equivalent (required)

Experience:

• Technical support (in an MSP): 4 years (required)

£28,000 to £36,000 per annum depending on experience, * Paid Annual Leave on your Birthday

• Career development and career path planning
• Free parking
• On-site parking
• Discounted Cinema Tickets
• Retail Discounts

Job Types: Full-time, Permanent

Pay: £28,000.00-£36,000.00 per year

Are you a skilled IT professional ready to advance your career? At Bold IT, we're seeking a Third Line Engineer to play a key role in supporting and optimising advanced IT systems, networks, and security frameworks. With over 30 years of excellence, Bold IT is an award-winning, rapidly growing managed services provider. Recently named Tamworth Small Business of the Year, we deliver IT support, project services, telecoms, and cybersecurity to over 120 businesses worldwide. As a Microsoft Solutions Partner, certified to ISO 9001 and ISO27001, we're committed to innovation and excellence.