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3rd Line Service Desk Engineer

2 months ago

Whiteley, United Kingdom Tailor Made Technologies Full time

Overview of the Role:

We are recruiting an experienced 3rd 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. There is an on-call expectation with this role of once a month.



Who are Tailor Made Technologies?

Tailor Made Technologies are a fast-growing technology company based in Whiteley, located on the outskirts of Fareham. We are an award winning Managed Service Provider servicing the UK and Europe. At TMT we have a strong team ethos which has enabled us to deliver exceptional service to our clients for over 25 years. When you join us you will be part of our forward thinking team, where you will be supported by not only your manager and the leadership team but your colleagues as well. We at Tailor Made Technologies will give you everything you will need to develop your career with us.



Benefits of working for Tailor Made Technologies:

  • A competitive salary.
  • Training opportunities set out with a clear training structure.
  • Progressive working environment with access to voice your opinions to decision makers.
  • 25 days holiday plus bank holidays.
  • Birthday day.
  • Flexi Health plan cover.
  • IT Purchasing Scheme.
  • Company Pension.
  • Free onsite parking and a brilliant breakout room which provides a free breakfast and a pool table



Duties and Responsibilities of our 3rd Line Service Desk Engineer:

  1. 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.
  2. Incident Management : Take ownership of escalated incidents, ensuring they are resolved efficiently and effectively within agreed-upon service level agreements.
  3. 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.
  4. Change Management : Assess and implement changes to IT systems and infrastructure, ensuring minimal disruption to operations.
  5. Technical Documentation : Create and maintain comprehensive documentation.
  6. Customer Support : Interface with external vendors and third-party service providers to resolve technical issues and procure necessary hardware or software.
  7. Training and Mentoring : Provide guidance and support to junior engineers and support staff.
  8. On Call: There is an expectation to be on call once a month.



Your previous experience:

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)

Good understanding of DNS

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)

Storage technologies (NAS, NetApps, Synology)

Strong understanding of Office 365

Strong understanding of Microsoft Azure

Strong understanding of Microsoft Intune

Strong understanding of SSL Certificates