2nd Line IT Support Engineer

We have a fantastic opportunity to join a highly respected and professional IT company based in St Asaph who provide first class IT Support to various companies in the North West.

The role is of a 3rd Line IT Support Engineer within a Dynamic Managed Service Provider. The role has great career progression with the opportunity to progress further within the company particularly as the company expands.

3rd Line IT Support Engineer Responsibilities:

• Acting as the escalation point for complex IT issues either escalated from customers or 1 st /2 nd line IT support team
• Owning, managing , and resolving a full ticket lifecycle, keeping in line with company SLA's
• Providing 1 st , 2 nd & 3 rd line diagnosis and resolution for technical assistance requests
• Work with customers in a friendly manner to understand and resolve technical issues
• You will at time be the senior project engineer, for existing and new clients such as software deployments and hardware upgrades, onsite and remotely
• Working closely with other engineers to assist with complex tickets effectively, ensuring the highest levels of customer service.
• Undertaking and developing system monitoring tools and tasks to assist automating processes
• Continually looking for ways to improve personal performance

• Experience of administering, supporting , and implementing the latest Microsoft technologies including Windows Server (up to 2022), Windows (10, 11) Operating Systems, Office 365, Teams , and SharePoint
• Strong Technical knowledge of Active Directory, Virtualisation (Windows Hyper-V and VMware), Core Network Fundamentals DNS, DHCP, TCP / IP and VLAN)
• Proven experience of automation (RMM) within a MSP is advantageous (Scripting)
• Technical Knowledge of Cyber Security services and practices including framework completion (Cyber Essentials, IASME, CREST)
• Excellent methodical troubleshooting skills
• Strong communication skills, with the ability to explain problems and solutions clearly to non-technical users in both a verbal and written manner
• Experience working within an ITIL aligned support team (Desired NOT Essential)
• MCSA, MCSE, ITIL, CCNA (Desired NOT Essential)
• Welsh Speaking (Desired NOT Essential)
• Full UK Driving License (Desired NOT Essential)

£32,000 - £37,000 p/a plus additional package, On Offer:

• 8:30am to 5pm Monday to Friday from our offices in St. Asaph (North Wales)
• Salary of £32,000 - £37,000 plus overtime when applicable
• Annual leave starting at 20 days plus bank holidays, rising to a maximum of 30 days
• Training and career development opportunities
• Plenty of company funded team social events, with an excellent work-life balance
• Free Food Fridays
• Free Car Parking
• Company contributed pension
• Life Assurance Service Cover