3rd Line Support Engineer

3 weeks ago

St Helens, United Kingdom IT Support 365 Full time

**IT Support 365 are looking to recruit a 3 rdLine Support Engineer to assist the continued growth across the business, offeringup to£4 5,000per annum on a full-time permanent basis, based out of our offices in St Helens.**

IT Support 365 is an IT Managed Services Provider with a focus on providing outstanding IT support to small and medium-sized businesses throughout the UK and Corporates in America, Canada, China, Australia and New Zealand.

Our approach is consultative. We work with our clients to understand their business and to implement solutions that have a positive and immediate effect on core business activities. Our focus on service provision is paramount, which is where you come in

**About the 3 rdLine Support Engineer role**:
You will already have at least three years’ experience providing senior level support to clients in a Microsoft environment. You will be dealing with clients face-to-face, including escalations and so previous experience working in this setting is essential.

The position is based out onsite at our primary support centre (SOC) five days per week. There may be some travel to other clients and a possibility of Hybrid working.

Your role will be to provide technical advice and practical assistance to our onsite clients and end users including the following functions:

- Assisting in 1st/2nd line technical support to our client's staff, answering support queries.
- Implementing IMACS (Install, Moves and Changes).
- Providing 3rd line server support in conjunction with our Service Desk team.
- Diagnosing and resolving of complex issues in a Microsoft environment: Windows Server 2019, Hyper-V, Microsoft Exchange, SQL, Active Directory, Microsoft 365, Azure and SharePoint.
- Excellent problem solving and trouble-shooting skills with an ability to isolate problems to specific parts of a system and diagnose under tight time constraints.
- Resolving issues with PC’s, networks and networked devices (printers, scanners, switches etc).
- Performing System administration and maintenance.
- Taking ownership of user problems and being proactive when dealing with user issues.
- Creating and updating technical documentation including work instructions, standard operating procedures/manuals.
- Project activity including making technical recommendations in the scoping of IT projects for clients.
- Coaching and mentoring peers upon resolving escalated issues.

**3 rdLine Support Engineer Requirements**:

- 3 years’ experience in a 3rd line support engineer role.
- Experience of Microsoft Azure, AD, SQL and Hyper-V essential
- Microsoft, CompTIA, Cisco or other manufacturer accreditations/qualifications.
- Experience of working with an ITIL ITSM environment.
- Experience of working to SLA’s.

Our hours of our UK operation are between 8am and 6pm and so you will be required to work your cumulative 37.5 hours a week between these hours for example 08.30 - 17.00. You must be presentable, have a confident demeanour and be able to manage your timeeffectively. From time-to-time, you may be required work outside the office hours due to client or project requests and so you will be flexible.

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