Senior Technical Support Engineer (Level 3)

We're recruiting for a senior role within our Service Desk Team. Working with our other Level 3 engineers, you'd be responsible for resolving complex technical issues, handling escalations from within the team, assisting with the implementation of infrastructure changes, and providing expertise across all areas of the business. As such, candidates are required to have excellent technical and troubleshooting skills that draw from extensive knowledge of operating systems, networking, servers, client devices, cloud systems and backup/data storage solutions., * 3rd Line Support: Perform advanced troubleshooting and provide resolutions for complex IT issues.

• Escalation Management: Act as the highest point of escalation in the Service Desk team to support our Level 1 and Level 2 engineers.
• Incident Management: Manage and resolve high-priority incidents, ensuring minimal downtime and disruption.
• Problem Management: Identify recurring issues, perform root cause analysis, and implement permanent solutions.
• System Administration: Maintain and administer critical IT systems, including servers, networks, storage solutions and applications.
• Third-Party Collaboration: Work with external IT teams and vendors to resolve issues, implement changes and improve service delivery.
• Customer Service: Deliver excellent customer service, ensuring all interactions are professional and effective, and the customer kept updated and informed.
• Documentation: Create and maintain detailed technical documentation for IT processes and procedures.
• Project Involvement: Participate in IT projects, providing technical expertise for system upgrades, deployments, migrations and client onboardings.
• Quotations: Help to generate appropriate quotations for the supply of hardware and software, utilising your knowledge to accurately tailor options to meet customer requirements.
• Mentoring and Training: Provide guidance and training to other engineers, sharing knowledge and best practices through structured training sessions and daily interactions.
• Shift Working: Work as part of a weekly shift rotation, alternating between an 'early shift' (07:00-16:00) and a 'late shift' (10:00-19:00), including a 1-hour lunch break, with the option for remote working.
• On-Call Cover: Provide escalation assistance to engineers covering our 24/7 emergency support service, as part of a weekly on-call rota (currently 1 in every 5 weeks).

Do you have a valid Driving License license?, Do you have experience in macOS?, * Experience: A minimum of 5 years' experience in an IT support role, ideally with at least one at a Level 3 position.

• Technical Skills:
• Expert knowledge of Windows operating systems and Microsoft 365 platforms/applications.
• Highly experienced with Windows server environments (Roles, Active Directory, Group Policy etc).
• Detailed understanding of common IT hardware and devices, including internal components.
• Solid understanding of TCP/IP networks and related hardware.
• Solid understanding of VOIP telephony systems.
• Solid understanding of file storage, backup and disaster recovery principles and solutions.
• Highly experienced with virtualisation platforms (Hyper-V, VMware, Proxmox etc).
• Experience with other operating systems for both desktop and mobile (Linux, MacOS, iOS, Android etc.)
• Familiarity with common business applications (Sage, Remote Desktop Services, meeting solutions, printing solutions etc.)
• Keen awareness of key Cyber-Security principles.
• Very strong technical troubleshooting and problem-solving abilities.
• Customer Service Skills:
• Customer-focused approach to working - putting the customer first and seeing things from their perspective.
• Professional and friendly demeanour and telephone manner.
• Excellent written communication skills.
• Able to communicate effectively and explain technical topics in ways that make sense to each customer.
• Organised: Ability to work in a fast-paced environment and manage multiple tasks.
• Analytical Thinker: Ability to analyse issues and develop solutions.
• Team Player: Supportive of colleagues with a willingness to collaborate and help the team.
• Proactive: Self-motivated with a strong work ethic and a proactive approach to working.
• Keen Interest: A desire to learn more and keep up to date with the latest in technology.
• A valid UK driving license and own vehicle: Necessary for attending customer sites where required., * Previous experience of working in a Managed Service Provider (MSP).
• Previous experience of working with within SonicWall and Ubiquiti based networks.
• Microsoft Certified to Associate or Expert level.
• SonicWALL Network Security Administrator (SNSA).
• Cisco Certified Network Associate (CCNA) or equivalent.
• ITIL Foundation or other relevant service management qualifications.
• Level 4 qualification in IT related subject.

Pulled from the full job description

• Referral programme
• Annual leave
• Employee discount
• Sick pay
• Bereavement leave
• Free parking
• Company pension, * Competitive Salary: Up to £40,000 per annum depending on experience.
• Holiday Allowance: 25 days annual leave plus bank holidays, plus an extra day for every 2 years of service (uncapped).
• Optional Private Healthcare: Access to the company private healthcare plan.
• Annual Bonus: Linked to business performance.
• Company Gatherings & Team Events: Regular events to foster team spirit and collaboration.
• Company Laptop & Optional Mobile Phone: Provided for work purposes.
• Free Office Parking: Convenient parking at the office.
• Remote Working Flexibility: Flexibility to work from home.
• Sick Pay: 5 paid days in a rolling 12-month period, then Statutory Pay / unpaid where necessary.
• Regular Progress and Benefit Reviews: Up to two reviews per year with management to discuss your progress and development, and any changes to benefits package.
• Time off in Lieu (TOIL) system: Time worked outside of your normal shift hours can be claimed as TOIL to take as leave.
• Access to Online Training Platform: Study a variety of different topics to upskill yourself and develop your knowledge.
• Time Off for Private Appointments: You can take up to two one-hour private appointments FOC within any 12-month rolling period.
• Enhanced Paternity and Maternity Leave: To support first time parents, we offer enhanced leave to help with the most special of times.
• New Business Referral Program: If you refer a business that signs up for our support, you will receive a bonus of the profit in their first month's fee.
• New Staff Referral Program: If a person you've recommended joins the business and passes their probation, you will receive a bonus on your next salary payment.
• Access to Discount Voucher System: Log into to our online HR system to gain access to discounts for many every-day purchases.

Job Types: Full-time, Permanent

Pay: £34,000.00-£40,000.00 per year

Benefits:

• Bereavement leave
• Company events
• Company pension
• Enhanced maternity leave
• Enhanced paternity leave
• Free parking
• Health & wellbeing programme
• On-site parking
• Private medical insurance
• Referral programme
• Sick pay