Senior IT Technician - 3rd Line

The Senior IT Technician is responsible for resolving complex technical support issues across Dolphin ICT’s customer base and supporting the wider Service Desk with escalations., The role is primarily focused on technical delivery rather than people management, although the Senior IT Technician will be expected to support and share knowledge with less experienced colleagues., 3rd Line Support

• Resolve complex technical incidents escalated from 1st and 2nd Line.
• Troubleshoot issues across servers, Microsoft 365, networking, security, endpoints and cloud services.
• Take ownership of issues through to resolution.
• Engage vendors and third-party support teams where required.
• Investigate intermittent and difficult-to-reproduce technical issues.
• Perform root-cause analysis for recurring incidents.
• Support customers remotely and onsite where appropriate.
• Participate in major incident resolution.

Microsoft and Cloud

Support and administer environments including:

• Microsoft 365.
• Exchange Online.
• Microsoft Entra ID.
• Microsoft Intune.
• Conditional Access.
• SharePoint and OneDrive.
• Windows Server.
• Active Directory.
• Group Policy.
• Azure infrastructure.
• Microsoft Defender technologies.

Infrastructure and Networking

Provide senior-level support across areas including:

• Firewalls.
• Switching.
• VLANs.
• Wi-Fi.
• VPNs.
• DNS and DHCP.
• Internet connectivity.
• Virtualisation.
• Servers and storage.
• Backup and disaster recovery.
• Endpoint management.
• Cyber-security systems.

Escalation Support

• Assist other technicians with complex tickets.
• Provide technical advice without unnecessarily taking ownership away from junior technicians.
• Explain troubleshooting approaches and findings to colleagues.
• Escalate particularly complex or unusual issues to the Technical Lead where appropriate.
• Share useful technical knowledge with the wider team.

Service Delivery

• Maintain clear and accurate ticket notes within Autotask.
• Record important customer information within IT Glue.
• Keep customers informed while working on complex incidents.
• Manage personal ticket workload effectively.
• Prioritise business-critical issues appropriately.
• Meet agreed Service Level Agreement targets wherever possible.
• Ensure resolved tickets include clear details of the cause and resolution.

Proactive Improvement

• Identify recurring customer issues and recommend permanent solutions.
• Highlight ageing hardware, configuration problems or technical risks.
• Recommend technical improvements to Account Managers, the Technical Lead or Projects team.
• Create technical documentation and internal knowledge-base articles.
• Suggest automation opportunities where repetitive technical tasks are identified.

Project Support

• Assist with technical projects when additional senior engineering expertise is required.
• Carry out server, Microsoft 365, network and infrastructure migrations.
• Assist with customer onboarding.
• Support major infrastructure changes and cutovers.
• Provide feedback to the Projects team regarding supportability and technical standards.

Key Performance Indicators

Performance may be measured against:

• Successful resolution of complex tickets.
• Ticket resolution times.
• Customer satisfaction.
• Ticket documentation quality.
• Number of unnecessary repeat incidents.
• SLA performance.
• Effective escalation management.
• Contribution to technical documentation.
• Knowledge sharing with other technicians.
• Accuracy of time recording., * Microsoft 365.
• Exchange Online.
• Entra ID.
• Intune.
• Windows Server.
• Active Directory.
• Group Policy.
• Networking.
• Firewalls.
• Virtualisation.
• Backup and disaster recovery.
• Endpoint security.
• Cyber security.
• Azure.
• Remote monitoring and management platforms.

MSP experience is strongly preferred because of the range of environments and technologies supported.

Personal Attributes

The Senior IT Technician should be:

• Technically curious.
• Persistent when troubleshooting.
• Calm during major incidents.
• Customer focused.
• Methodical.
• Reliable.
• Willing to help colleagues.
• Comfortable admitting when additional expertise is required.
• Interested in developing their technical knowledge.
• Focused on resolving the underlying issue rather than simply implementing a temporary fix.

Reporting

Reports to: Technical Lead / Service Delivery Lead

Works closely with:

• 1st and 2nd Line technicians
• Technical Lead
• Service Delivery Lead
• Projects team
• Account Management
• Technical Solutions Executive

Pay: £30,000.00-£38,000.00 per year

This is a hands-on senior engineering position requiring strong troubleshooting skills and broad technical knowledge across Microsoft, cloud, networking and infrastructure technologies., The successful candidate should have substantial practical experience in IT support, ideally within an MSP environment.

• Option for 4-day working week
• Company pension
• Death in service benefit
• SmartHealth employee wellbeing support
• Enhanced maternity and paternity leave
• Employee counselling support
• Regular team socials and events
• Ongoing training and development
• Supportive, friendly working environment