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Senior 3rd Line Service Desk Engineer

2 months ago

Whiteley Hampshire, United Kingdom Tailor Made Technologies Full time

Overview of the role We are recruiting an experienced 3 rd Line IT Engineer to join our busy Service Desk. We currently have a team of four knowledgeable engineers who all support each other to get the best resolution for our customers. We are looking for someone who wants to come join an outgoing service desk and help support the more junior engineers. We fully support our colleagues with training and progression plans and opportunities, ensuring you have the tools you need to progress your career. A competitive salary
Training opportunities set out with a clear training structure
25 days holiday plus bank holidays
Your birthday off
Flexi health plan cover and access to a range of Health Benefits
IT purchasing scheme
Company pension
A brilliant breakout room with free breakfast and a pool table


Experts in Managed IT, Cyber Security and Communications solutions, Tailor Made Technologies (TMT) is on a mission to help small and medium-sized enterprises leverage business technology to achieve their goals.​
Partnership-focused with a deep and deliberate understanding of customers’ strategic goals, our in-house teams tailor our services to suit every client’s unique requirements and drive business growth.​
Through comprehensive offerings, broad technical knowledge and excellent customer service, we ensure your business-critical IT and Communications systems work seamlessly in the background, unleashing you to fulfil your targets.


Duties and responsibilities of our 3rd Line IT Service Desk Engineer:
Advanced Technical Support : Provide expert-level technical support to address complex issues escalated from lower tiers (1st and 2nd line support). This may involve troubleshooting hardware, software, and network-related problems.
Incident Management : Take ownership of escalated incidents, ensuring they are resolved efficiently and effectively within agreed-upon service level agreements.
Problem Management : Identify underlying root causes of recurring incidents and implement long-term solutions to prevent their recurrence. Conduct thorough root cause analysis and document findings for future reference.
Change Management : Assess and implement changes to IT systems and infrastructure, ensuring minimal disruption to operations.
Customer Support : Interface with external vendors and third-party service providers to resolve technical issues and procure necessary hardware or software.
Training and Mentoring : Provide guidance and support to junior engineers and support staff.
Microsoft Windows desktop and server configuration and support experience
Microsoft Exchange On Prem and Online configuration and support experience
Terminal server environment configuration and support experience (Citrix, AVD, RDS)
Active Directory configuration and administration
Strong knowledge and understanding of Group Policy
Strong general networking skills (CLI, Subnetting, NAT)
Router configuration and support experience (Cisco, HP, Draytek)
Firewall configuration and support experience (Watchguard, SonicWALL)
HP ProLiant & Dell PowerEdge Server Hardware support experience
VMware & Hyper V support experience (VCP an advantage)
Strong understanding of Office 365
Strong understanding of Microsoft Azure
Strong understanding of Microsoft Intune