3rd Line IT Service Desk Engineer

Overview of the role

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:

• Training opportunities set out with a clear training structure
• Progressive working environment with access to voice your opinions to decision makers
• Your birthday off
• Flexi health plan cover and access to a range of Health Benefits
• Company pension
• An active Social Committee who plan monthly competitions and events
• A brilliant breakout room with free breakfast and a pool table

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
• Good understanding of DNS
• Router configuration and support experience (Cisco, HP, Draytek)
• Firewall configuration and support experience (Watchguard, SonicWALL)
• HP ProLiant & Dell PowerEdge Server Hardware support experience
• VMware & 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
• Organisational skills
• Results driven with a proven track record
• Team player
• Self-motivated and proactive
• Ability to be resilient and to work under pressure

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology and Customer Service

Industries

IT Services and IT Consulting

• 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
• Good understanding of DNS
• Router configuration and support experience (Cisco, HP, Draytek)
• Firewall configuration and support experience (Watchguard, SonicWALL)
• HP ProLiant & Dell PowerEdge Server Hardware support experience
• VMware & 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
• Organisational skills
• Results driven with a proven track record
• Team player
• Self-motivated and proactive
• Ability to be resilient and to work under pressure