3rd Line Support Engineer for MSP

The Role: 3rd Line Support Engineer for Managed Service Provider

Do you want to join a team that works together, appreciates and supports each other and ENJOYS hard work? Then we need to talk…

As we continue to expand, we're looking for a skilled 3rd Line Support Engineer to join our dynamic team with a solid experience in all aspects of technical support. The support engineer will be responsible for investigating a wide range of issues in the Education and SMB sectors.

This will be a hands-on technical role with plenty of opportunity to explore new technologies in both test and live environments, as well as gain industry recognised training and qualifications.

The successful candidate should be a driven individual, that enjoys problem-solving and taking control of situations to drive home technical solutions whilst always putting our clients' needs first.

Main Duties and Responsibilities:

As a highly motivated and conscientious individual, your main areas of responsibility will include:

• To provide 3rd line support to end-users via phone, email, or in-person


• To escalate & work with third party suppliers and vendors to successfully resolve issues


• To undertake audits and provide recommendations on customers' IT environment


• Resolve technical issues and assisting other members of the support team


• Creation of technical design documentation and proposals
  
  A high level of technical skills is essential for this role, with a fundamental understanding of Microsoft desktop and server products, including virtualisation and cloud technologies, along with networking knowledge of LAN, WAN, Routers & Firewalls.


• Proven experience as a 3rd Line Support Engineer or similar role, ideally within an MSP or educational sector.


• Excellent communication skills


• Excellent design documentation skills


• Client focussed


• Able to work well as part of a team as well as individually


• Decision making - displays a willingness to make decisions; exhibit sound and accurate judgement and include appropriate people in the decision-making process


• Highly motivated - Sets and achieves challenging goals


• Quality management - ability to look for ways to improve and promote quality


• A fast learner with the ability to follow processes and procedures, you will be able to prioritise and manage several open support tickets at the same time


• Strong troubleshooting ability


• Windows 10, 11 & Mac OS


• Networking: LAN, WAN, VPN, VLANs, Switches, Managed WIFI, Firewalls and Routers


• Microsoft 365 and Azure with Mobile Device Management including Intune and JAMF


• VoIP Phone Systems


• Solid experience and understanding of installation, configuration and maintenance of Windows Server 2016 upwards, with Active Directory Services and Group Policies


• Server 2016 onwards, Active Directory, SCCM, PowerShell, Backups, Hyper-V, VMWare and Failover Clustering


Qualifications Required:

Although no formal qualifications are essential for this role, the successful candidate should have relevant work-related experience, attained a good all-round standard of education and have a good knowledge of current IT technologies.

Desirable Skills/Knowledge

• Knowledge of Aruba Central


• Knowledge of Sophos Firewalls


• Knowledge of the Autotask and Datto stack


• Full UK driving licence and have use of own car, 3rd Line Engineer: 3 years (required)


• MSP: 3 years (required)
  
  That is who we are looking for … now here's little about us. We are a rapidly growing IT Managed Service Provider and Consultancy business based in Hartlepool, North East England with Education (School's and college's) and Small Business clients nationwide and Europe.


The founder of the company, Mark Cronin is a successful IT Consultant and entrepreneur turned business owner with aspirations to grow the business into one of the most successful MSP's in the country. We have recently invested heavily into new offices which provide an excellent working environment, which are soon to be expanded further to provide facilities to improve your working day and productivity.

What we will do for you:

• Opportunity to develop and improve your skills within a growing company


• Provide you with ongoing training and support in multiple technical specialisms


• The chance to travel to various events and countries to aid professional development
  
  £29,000 - £39,000 a year - Permanent, Full-time, Pulled from the full job description


• Casual dress


• Company events


• Company pension


• Employee discount


• On-site parking


• Private medical insurance, Casual dress


• Company events


• Company pension


• Employee discount


• On-site parking


• Private medical insurance


Schedule:

• Day shift


• Monday to Friday


• Overtime