3rd Line Escalation Engineer

3 weeks ago

Birmingham, United Kingdom Franklin Fitch Full time

3rd Line Escalation Engineer | Birmingham | Hybrid | £40,000


Are you an experienced 2nd Line Support Engineer who enjoys working in a fast-paced environment, then this opportunity is for you I’m currently working with a leading Managed Service Provider based in Birmingham, dedicated to delivering innovative IT solutions and support to businesses across various industries.


The Role

You will be a proactive and skilled IT Support Engineer with experience in both hardware and software. The role involves troubleshooting, configuring, and maintaining software environments for 3rd party clients to ensure smooth and efficient operations. Being a point of escalation for the 2nd Line team.


Key Responsibilities:

  • Provide 3rd line support for both hardware (desktops, laptops, servers, printers) and software (operating systems, applications, databases).
  • Troubleshoot and resolve software issues, including repairs, installations, and upgrades.
  • Install, configure, and maintain software applications, ensuring compatibility and optimal performance.
  • Manage user accounts, permissions, and software licensing.
  • Assist with network-related issues, including hardware (routers, switches) and software-based problems.
  • Ensure data backups, disaster recovery solutions, and security protocols are in place and up to date.
  • Ensure all SLA’s are met in an accurate and timely manner.


Skills and Qualifications:

  • Proven experience as an IT Support Engineer or similar technical role.
  • Experience with Microsoft Office 366, Azure and Windows.
  • Familiarity with networking concepts (LAN/WAN, TCP/IP, DNS, DHCP) and network troubleshooting.
  • Experience managing Active Directory, Group Policies, and user account management.
  • Excellent problem-solving and multitasking abilities. Strong communication skills.
  • Attention to detail and ability to work independently under pressure.
  • Previous experience in an MSP environment is desirable.


Benefits

Opportunities for career growth.

Regular training and development opportunities.

A supportive and collaborative working environment.

Flexible working options, including hybrid working.

Exposure to a wide range of IT systems and technologies.


If interested, then please apply or email b.cook@franklinfitch.com

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