3rd Line Support Engineer
Ashford, Kent
£30-35k
VR/02832R

Due to the current Covid Situation for the first 6 months we expect this role to be a remote Work from Home role with very limited onsite work. After that and depending on the current pandemic, they would be looking to supply you with a vehicle with a view to undertaking more onsite work.

We are looking for an experienced 3rd Line Support Engineer to join our client's team of technical engineers. They have a very friendly, relaxed atmosphere with a strong work ethic. They are a growing company that wants to include all employees in the decisions it makes to enable this growth. They are keen to recruit the right staff who will stay and progress within the company. As an MSP Microsoft Partner, the successful 3rd line Support Engineer will be part of a team of 9 engineers (6 helpdesk, 3 projects/installs) with a manager. The position of an installation and 3rd line engineer covers the more complex area of design, configuration and support of Windows server environments and networks.
Daily duties of the 3rd Line Engineer will be liaising with clients as a technical lead, new support client site take overs, future planning of client IT systems including system design, deployment and on-going IT 3rd line support. A key role is to provide a technical back stop the helpdesk team for more complex issues that require a greater skill set.
The 3rd Line Engineer must show a diverse mind-set and hard-working ethic with exceptional verbal and written communication skills. You will be able to manage your own workload, have a genuine passion for I.T. and be an integral team player.
Benefits
· Company pension scheme
· Company laptop
· Mobile phone
· A company vehicle is provided with this role and is available for use commuting to and from work
· 25 days annual leave (excluding bank holidays)
· Free parking
· Continuous development


Key Duties of 3rd Line Engineer
· Become a technical lead for the client-base
· Take the lead on client projects from design, deployment and handover
· Provide Remote and On-site support for customers
· Provide a very high standard of professional customer service to customers
· Provide accurate and timely diagnosis and rectification of customer faults in a timely manner and within SLAs
· Manage own workload
· Work with partners and third party companies to resolve problems
· Problem solve and resourceful, utilising technical libraries
· Troubleshoot technical issues in a highly efficient way
· Resolve or escalate problems and service requests according to established procedures
· Raise, update and close calls on service desk call management system
· Be aware of polices in place and ensure a mature approach is followed
· Expand existing systems
· Plan and install solutions on-site and remotely

Essential Technical Experience required of 3rd Line Engineer
· Microsoft Windows (All versions) experience to a high level (Troubleshoot and effectively resolve issues by research/using knowledge bases in a confident way)
· Active Directory to a high level (Security Groups, Administration/Deployment, LDAP, ADSI)
· Windows Server environment 2012/2016- Design and Deployment
· Hyper-V and VM-Ware virtualisation environments
· Office 365 experience (Administration/Deployment)
· Backups (various and ability to use different applications)
· Router maintenance (wireless configuration, install and setups)
· Server and system maintenance/RAID/Restores/Deployment
· Hardware maintenance/Planning and deployment
· PowerShell to a competent level (Backup/Azure/EMC)
· CISCO Experience (VLAN, Routing, Switching)
· Wireless Networking hardware and software
· VOIP administration/maintenance
· VPN administration and deployment
· TCP/IP and OSI
· DNS - administration of DNS internal and external
· Cloud-based admin (internal/external)
· Networking design/troubleshooting/installation

Essential Personal Experience
· A successful project management background
· Excellent verbal and written communication skills
· Able to follow procedures and mindful of attention to detail
· Able to make progress with minimal supervision
· Work consistently in a dynamic and sometimes high-pressured environment
· Problem solve and think on feet
· Manage own workload with minimal supervision
· Ability to approach problems with a dynamic thought process
· Experience working within a service desk environment
· Fluent English
· Willing to work outside of the normal office hours
· Clean driving licence
· Willing to travel to customer’s place of work
· Three years of experience in similar role