Senior Escalation Engineer

3 weeks ago


London, United Kingdom ITECCO Full time

**Role**: Senior Escalation Engineer (3rd line)

**Location**: St Pancras

**Salary**: £40,000 - £45,000

An exciting opportunity has arisen at a market-leading MSP in a central location. I am looking for a driven and determined Senior Escalation Engineer to join my client's ever-growing team. My clients boast a competitive salary, excellent benefit packagesand hybrid working. There is ample exposure to the latest technologies and you will be working with a diverse range of clients providing top-tier support.

**Responsibilities**:

- To take 1st/2nd/3rd support requests and to log them on our helpdesk system.
- To troubleshoot and resolve the more complex 3rd line issues that 2nd line engineers have escalated, whilst maintaining an accurate task record in our helpdesk system
- Proactively help to support 1st/2nd line engineers with tickets where required
- To participate in infrastructure installation, hardware refresh and other projects as occasion demands
- Installation of new equipment and software at customer premises.
- Be part of the On-call escalation team during out of hours

**Requirements**:

- Experience of working for a Managed Service Provider (Desirable)
- Networking - routers, switches, vlans and other networking aspects.
- Remote support software such as TeamViewer and Splashtop
- RMM Tool Knowledge
- Autotask and IT Glue CRM platforms knowledge is beneficial.
- Watchguard Firewall experience
- Microsoft Server 2003 - 2019 (required)
- Microsoft desktops OS XP - Windows 10
- Office 365/Azure (required)
- MS Active Directory
- DNS
- Server Virtualisation (HyperV / VMware)
- LAN/WAN (routers, switches, firewall)
- Unify Network Switches, Router and APs
- Dell/HP Server Hardware
- Different Type of storage infrastructures
- Backup and DR technologies
- PRTG monitoring

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- IT Support: 3 years (preferred)
- MSP: 1 year (preferred)

**Benefits**:

- Flexible working - 2 days a week from home agreed on rota
- Bonus - based on end of year company profits
- Yearly pay review


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