3rd Tier Engineer

Location Bridgend
Discipline: IT/MSP/Cyber Security
Job type: Permanent
Salary: ££37000 - £40000.00 per annum
Contact name: Joshua Baynton

Contact email: josh.baynton@ppjobs.co.uk
Job ref: BBBH501_1677750267
Published: 24 days ago

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.)

Key Responsibilities

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.

The Essentials.

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