3rd Line IT Support Engineer

3 weeks ago

St Albans Hertfordshire, United Kingdom Knewin Full time

WE’RE RECRUITING

As one of the UK’s fastest growing MSPs, we’re on the lookout for a 3rd Line Service Desk Engineer (24x7)

Location: Remote

Salary: Competitive base + shift allowance &benefits

Job Type: Permanent

Hours: 42 hours per week. 4 on 4 off shift pattern of 12 hours in length with 1 hour for lunch. The average over a year will be 38.5 hours per week. Shifts will be 2 blocks of nights and 2 blocks of days in rotation.

About Nasstar

At Nasstar, we specialise in transformative technology. Our integrated suite of managed services delivers everything from cloud optimisation and application modernisation to networking and self-serve tools. With a consultative approach at our core, we modernise and manage technology to help our clients succeed in today’s business landscape.

With an impressive portfolio of customers, supporting the modern business is what we do, and we’re pretty good at it… if we do say so ourselves But delivering greater flexibility and improved efficiencies to our clients wouldn’t be possible without the right team on board.

We are lucky enough to be supported by a talented bunch - from technical specialists to marketing consultants, and strategic sales heads. Could you be one of them?

Modernise to maximise

More information about the Nasstar Group and our businesses can be found on their respective websites. Be sure to check out our customer success stories where you can learn more about the industry-leading clients we work with

About the Role

An opportunity to join a growing support team and resolve issues for customers from all over the world, by delivering exceptional customer service for Nasstar’s Managed Service customers.

The aim of individuals in this role is to fix the more complex issues being raised to the Service Desk and to disseminate that knowledge to your peers. You will also work closely with other resolve groups, to facilitate the successful resolution of customer issues.

You will be required to progress all support incidents in line with the customers SLA ensuring that any updates are entered into the tickets including investigative steps and clear updates that can be relayed to the customer in a clear and concise manner. To achieve this target, you will need to be agile in managing your tickets constantly re-evaluating priorities.

Responsibilities:

Be the technical escalation point for Level 1 and Level 2 engineers within the Service Desk

  • To provide assistance with complex issues.
  • To ensure updates are provided to team members that can be disseminated to customers
  • To carry out root cause analysis on problems identified

Actively managing and maintaining a list of assigned tickets.

  • By ensuring they are regularly updated in-line with SLAs
  • Ensuring any investigative work is documented within
  • Keeping the customer/Level 1 team informed and updated with the progression of their issue.

To maintain good work relationships with vendors

  • Ensure any escalations to vendors are monitored and updated on a regular basis
  • Ensuring vendors are provided with access and knowledge required to service our customers
  • Ensure clear and concise information is provided with vendors to ensure a speedy resolution.

Ensure customer environments and managed and maintained to a high standard

  • Managed and maintain group policies for customers
  • Review and resolve proactive alerts
  • Perform a variety of maintenance tasks as required, such as diagnosis of problems, patching and capacity management.

What we are looking for:

Education & Qualifications:

Microsoft Associate Certifications

Citrix CCP-V or AppDS

CompTIA Linux+

Network certification such as (CCNA, JNCIA or NSE 4)

Experience:

Working under pressure, especially when a critical issue has occurred.

Managing your own workload.

Working for a Managed Service Provider (MSP)

Previous IT experience

Experience with the use of an ITSM toolset (ideally ServiceNow)

Experience working within 3rd Line Service Desk team.

Skills / Aptitude:

IP network design including routing, switching, VLANS, Firewalls, VPNs, DNS, DHCP, FTTP, Wireless WAN. Good knowledge in one of the popular Firewall brands - Fortinet, Sonicwall, Cisco, Draytek etc and a working use of Cisco IOS and networking equipment.

Exposure to HP platforms and server hardware with working knowledge of RAID arrays and SANs.

Microsoft 365 configuration, Azure AD Sync, Microsoft Cloud Services

Experience with Windows Server 2016/19/22, Exchange 2019, Remote Desktop Services, Hyper-V, Active Directory.

At least five years of Microsoft server level IT experience.

Demonstrable troubleshooting skills that range from overall network diagnostics to Azure Active Directory synchronisation, mail flow issues etc.

Linux server management and maintenance.

A working knowledge of PowerShell.

Specific knowledge of Datto, Veeam or Carbonite Backup solutions.

What you can expect from us:

At Nasstar, we know the importance of looking after our employees – after all, it’s the team that underpins our business

In addition to a competitive salary, supportive teams, and a real opportunity to progress in your career with a forward-thinking organisation, our benefits package includes:

25 days’ holiday (excluding bank holidays)

Flexible working – it’s important to maintain a work/life balance, as such, we will consider any written request for flexible working

Virtual working – we practice what we preach and empower our people to work remotely

Top tech – Leading services and solutions aren’t just for our clients; we supply best-of-breed software and hardware for all our staff too

4x annual salary life assurance

Health cash plan

Retail discounts and other perks from major brands

Reasons to choose a career with Nasstar:

We recognise and understand the importance of creating a work environment that supports personal development, enabling individuals to reach their full potential and go beyond what they thought was possible. With so many diverse roles across the company, an excellent Apprenticeship scheme, and several training and development programmes available, the opportunities for growth are endless.

Which career path will you choose?

Equal Opportunities:

Our ultimate goal is to create an environment where diversity is not only welcomed but celebrated, where every employee feels a sense of belonging, and where our collective differences drive our collective success.

By embracing diversity, practicing inclusion, and striving for equity, we aim to be a leader in our industry and a model for organizations worldwide.

Diversity is not just a statement; it's our way of life at Nasstar.

A note for agencies:

Nasstar has an in-house recruitment team who work hard to successfully find the very best candidates. Therefore, we cannot accept agency submissions for any of our roles.

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