3rd Line Support Engineer

Are you an experienced IT professional looking for your next challenge We're on the lookout for a talented 3rd Line IT Engineer to join our growing vibrant and collaborative Service Desk team. You'll be working alongside a close-knit group of four skilled Engineers who are passionate about delivering exceptional support and solving problems together and independently. As a member of our team, you'll have the opportunity to mentor and guide Junior Engineers, helping them grow while making a real impact on the team's success. We're all about fostering a supportive environment, and we fully invest in your growth with tailored training, progression plans, and plenty of opportunities to advance your career. While you'll be part of a fast-paced, customer-focused environment, we're committed to giving you the tools and support you need to thrive. As part of the role, there is an on-call rotation once a month. If you're ready to bring your expertise to a place that values your growth and development, we'd love to hear from you! Benefits of working for Tailor Made Technologies:

• A competitive salary.

• Training opportunities set out with a clear training structure.

• Progressive working environment with access to voice your opinions to decision makers.

• 25 days holiday plus bank holidays.

• Your birthday off.

• Flexi health plan cover and access to a range of Health Benefits.

• IT Purchasing Scheme.

• Company Pension.

• An active Social Committee who plans monthly competitions and events.

• A brilliant breakout room with free breakfast and a pool table. Join a Trusted Partner for Transformative Managed Technology. Experts in Managed IT, Cyber Security and Communications solutions, Tailor Made Technologies (TMT) is on a mission to help small and medium-sized enterprises leverage business technology to achieve their goals. Partnership-focused with a deep and deliberate understanding of customers' strategic goals, our in-house teams tailor our services to suit every client's unique requirement and drive business growth. Through comprehensive offerings, broad technical knowledge and excellent customer service, we ensure your business-critical IT and Communications systems work seamlessly in the background, unleashing you to fulfil your targets. Duties and Responsibilities of our 3rd Line IT Service Desk Engineer:

• Advanced Technical Support: Provide expert-level technical support to address complex issues escalated from lower tiers (1st and 2nd line support). This may involve troubleshooting hardware, software, and network-related problems.

• Incident Management: Take ownership of escalated incidents, ensuring they are resolved efficiently and effectively within agreed-upon service level agreements.

• Problem Management: Identify underlying root causes of recurring incidents and implement long-term solutions to prevent their recurrence. Conduct thorough root cause analysis and document findings for future reference.

• Change Management: Assess and implement changes to IT systems and infrastructure, ensuring minimal disruption to operations.

• Technical Documentation: Create and maintain comprehensive documentation.

• Customer Support: Interface with external vendors and third-party service providers to resolve technical issues and procure necessary hardware or software.

• Training and Mentoring: Provide guidance and support to Junior Engineers and support staff.

• On Call: There is an expectation to be on call once a month.

• Microsoft Windows desktop and server configuration and support experience.

• Microsoft Exchange On Prem and Online configuration and support experience.

• Terminal server environment configuration and support experience (Citrix, AVD, RDS).

• Active Directory configuration and administration.

• Strong knowledge and understanding of Group Policy.

• Strong general networking skills (CLI, Subnetting, NAT).

• Good understanding of DNS.

• Router configuration and support experience (Cisco, HP, Draytek).

• Firewall configuration and support experience (Watchguard, SonicWALL).

• HP ProLiant and Dell PowerEdge Server Hardware support experience.

• VMware and Hyper V support experience (VCP an advantage).

• Storage technologies (NAS, NetApps, Synology).

• Strong understanding of Office 365.

• Strong understanding of Microsoft Azure.

• Strong understanding of Microsoft Intune.

• Strong understanding of SSL Certificates. Essential Skills:

• Excellent communication skills.

• Organisational skills.

• Results driven with a proven track record.

• Team player.

• Self-motivated and proactive.

• Ability to be resilient and to work under pressure.