3rd Line Engineer - MSP

Come and work for one of the UK’s leading technology specialists, proudly recognised as a World Class Place to Work by Best Companies, a nationally respected benchmark for employee engagement and workplace excellence. We were also ranked as the #1 Technology Company to Work For in the UK, reflecting our culture, our people, and our commitment to being an employer of choice.

Primary Purpose:

The Tier 3 team are tasked with handling the senior escalation of cases raised to the Service Delivery department.

In addition, a successful applicant for the role of a Tier 3 engineer, in addition to being a highly skilled generalist, will be expected to pursue at least one line of specialisation within our supported baselines (Security, Backup & Disaster Recovery, Networking, Cloud Infrastructure etc.), * Manage incident and request tickets ensuring established SLA’s are met.

• Being the first point of contact for escalations from Tier 2 engineers.
• Ensure all support requests/alerts are logged and that the client remains updated throughout the lifecycle of the request.
• Monitor and maintain client’s Infrastructure and systems.
• Proactively respond to monitoring alerts and notifications.
• Servicing tasks within client on/offboarding processes.
• Ensuring that all role specific KPI’s and targets are met as an individual and as a part of the wider team objectives.
• Providing a strong, coherent and proactive communication standard when engaging with internal departments.
• Providing a strong, coherent and proactive communication standard when engaging with current and prospective clients.

• Experience with Microsoft Azure (Virtual Servers, Backup & Disaster Recovery, Networking, AVD, Hybrid deployments).
• Experience with current generation security technologies and services (AV, firewalls, CA policies, RBAC, managed threat response, identity threat, mail & web filter systems).
• Experience working with Backup & Disaster Recovery processes.
• Experience with internal networking infrastructure and management (DHCP, DNS, NPS/RADIUS, managed/unmanaged switches, firewalls, wireless, VPN technologies).
• Experience with cloud led identity/management/policy systems (Intune, Entra, ABM)
• Experience with physical and hybrid hypervisor technologies (VMWare, Hyper-V)
• Experience with Microsoft Server OS (management, maintenance, administrative tooling and deployment).
• Excellent knowledge of scripting and RPA automations
• Excellent communication skills.
• Excellent troubleshooting and problem resolution skills.
• Excellent client service.
• Strive to continuous improvement
• Able to work independently under pressure
• Minimum of 4 years’ IT experience in a corporate or services environment
• Driving license and own transport essential

Desirable:

• Experience or certification in any of the following technologies Watchguard, FortiGate, Sophos, Smoothwall firewalls
• Sophos Anti-Virus
• HPE/Aruba, Cisco, Dell, Unifi switching
• VMWare ESXI & Microsoft Hyper-V
• Microsoft Azure
• Apple Business Manager
• Google Workspace
• Ubiquiti, Meraki wireless