3rd Line Engineer

This is an excellent opportunity for an experienced 3rd Line Engineer who enjoys solving complex technical issues and working across a wide range of technologies. You’ll play a key role as part of our escalation team, who are all based in London, but support colleagues and customers UK wide.

As a 3rd Line Engineer, you will:

• Take ownership of complex 3rd Line support tickets, whether assigned directly to you, or escalated from the 2nd Line team.
• Deliver exceptional customer service while adhering to agreed service levels and IT service management best practices.
• Carry out scheduled customer site visits and break-fix support as required.
• Provide users with guidance, training and advice to ensure they are making the best use of their IT systems and equipment.
• Mentor and support junior members of the technical team, sharing knowledge and encouraging development.
• Play an active role in delivering infrastructure and customer projects.
• Work in accordance with ISO 27001 information security principles and company procedures.

You’ll have at least two years’ experience working as a 3rd Line Engineer within a Managed Service Provider (MSP), with the confidence to take ownership of complex escalations. We’re looking for someone who is a confident user of;

• Microsoft 365 (Exchange Online, SharePoint, Teams)
• Microsoft Entra ID / Azure AD
• Managing endpoints (Intune)
• Hyper-V and/or VMware
• Networking (switches, VLANs, DHCP, DNS, VPNs)
• Firewalls (Sophos, Fortinet, SonicWall, etc.)
• Endpoint security (Bitdefender or similar)
• Backup solutions, * 3rd Line (MSP): 2 years (required)

Employee discount, Sick pay, Life insurance, Employee assistance programme, Store discount, Private medical insurance, Health & wellbeing programme Permanent, Full-time Hybrid work in London Bridge Station, We offer a competitive package including:

• Basic salary of £44,000-£46,000, depending on experience.
• Private healthcare.
• Healthcare cash plan.
• Life assurance.
• Employee Assistance Programme (EAP).
• Employee discount scheme.
• Hybrid working.
• Opportunities for training, certification and career progression within a growing technology business.

Please note this role is only being advertised directly. We are not inviting applications from recruitment agency candidates at this time.

Tela Technology are proud to be an Equal Opportunities employer. We encourage applications from all individuals regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and sexual orientation. Please get in touch for a full copy of our Equality and Diversity policy.

Job Types: Full-time, Permanent

Pay: £44,000.00-£46,000.00 per year

Benefits:

• Employee discount
• Health & wellbeing programme
• Life insurance
• Private medical insurance
• Sick pay
• Store discount

Ability to commute/relocate:

• London Bridge Station, Greater London: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Are you currently working in a 3rd Line role for a Managed Service Provider?

At Tela Technology, we provide innovative communications and IT solutions that help businesses of all sizes across the UK connect, grow and thrive. Our services include Managed Services, Cybersecurity, Connectivity, Mobile and Telephony.

Our customers are at the heart of everything we do. We’re looking for someone who shares our customer-first approach, takes pride in delivering outstanding service and enjoys working as part of a supportive, collaborative technical team.

Following a significant period of organic growth and strategic acquisitions, we’re bringing together multiple service desks into one unified technical service desk function. We’re looking for someone who can embrace change, build strong working relationships and contribute positively to this exciting period of growth.