3rd Line Engineer
Job Title - 3rd Tier Engineer
Salary - £37,000 - £40,000
Industry - IT Managed Service Provider
Location - Bridgend/Remote Working (schedule T.B.C)
Duration - Permanent
Additional - Fully funded training plan and private medical (salary sacrifice). All work equipment provided (Laptop, Mobile, monitor, etc.)
To provide 3rd Tier technical support, receiving escalation from 2nd Tier Service and answering inbound support queries
Make sure customer service and interaction for all support issues is at an impeccable level
Update/manager customer documentation
Perform efficient diagnosis and resolve as the final stage of Service escalation.
Adhere to all Service Management, security and quality management principles.
Make sure all support queries are paired with comprehensive notes throughout the day.
Recent experience with a Managed Service Provider
5 years' experience at the 3rd Tier level
Extensive experience with Windows-based desktop and server operating systems, along with the Office 365 suite of products.
Demonstrable networking experience including VLANs and routing
Great communication skills
A driven personality, being someone who wants to succeed
The ability to work alone, with little supervision
Full and valid UK Driving Licence
Preferred Skills (Not Essential)
Hold industry-based certification (CompTIA A+, MS certification etc.)
Have industry-based networking certification (Network+, CCNA etc.)
Experience with security accreditation, primarily CyberEssentials
Experience with on-premise telephony, especially Mitel
Have project installation experience.
Specific experience with the technologies the company work with.
Training and Development
After the initial induction training period, the successful candidate will be expected to work through the recent and relevant Microsoft certification paths. As well as work towards the vendor specific certifications - Sophos, Gamma, Datto and so on. ALL FULLY FUNDED
Technologies the company work with.
HPE server/SAN infrastructures
Hyper-V and VMware including clustered environments
All Windows Server/desktop operating systems including associated products (Microsoft Exchange etc.)
MS/Office 365 suite of products (Exchange, Azure, SharePoint, OneDrive, Teams, Intune etc.)
Sophos suite of products (Sophos XG firewalls, all Sophos Central products including AV, Email, Encryption and Phish Threat)
HPE/Aruba networking suite of products
Managed backup solutions primarily Datto, Veeam and Acronis
Hosted VOIP solutions primarily Gamma Horizon
LAN technologies including VLAN and routing
WAN technologies including leased line and MPLS connectivity