IT Support

**IT Support - 3rd Line (Remote)**
Great chance to join one of the areas most established IT MSPs who have an excellent reputation for technical development/progression and a wide ranging, high profile client base.
The business has a work from home culture and you will work remotely attending the Northamptonshire office twice a month.
Suits a 2nd line person looking to move upto a 3rd line/Infrastructure Engineer role or an established 3rd line/Infrastructure Engineer looking for an exciting new challenge.
**Responsibilities**
Respond to all incidents, escalations, changes, problems and projects for customer within the SLA for that particular incident.
Vetting of incidents from a technical perspective to ascertain the best method of resolution.
Accepting or assisting with incidents in an escalation capacity.
Use of the Change Management System in line with procedures, such that the records
accurately capture detailed steps of what is being done, to what system, when and what the risks, impact and rollback plan is.
Use of the Problem Management System in line with procedures, to identify root cause, mitigate against recurrences, produce Major Incident Reports and address repetitious incidents.
Manage events, addressing issues and identifying unnecessary repetitious cases
**Technologies**
Two or more of the following industry certifications (in descending order of importance)
Microsoft Certified: Modern Desktop Administrator Associate
Microsoft Certified: Security Administrator Associate
Microsoft Certified: Messaging Administrator Associate
Microsoft Certified: Teams Administrator Associate
Microsoft Certified: Information Protection Administrator Associate
2 to 3 years' experience delivering O365 Managed services
Microsoft desktop solutions (Windows & MS Office)
Networking concepts and the ability to troubleshoot in the context of O365
Mobile devices (in the context of troubleshooting Wi-Fi/business apps/etc.)
Anti-virus solutions such as BitDefender/Microsoft Defender
Wireless solutions such as Meraki and Arista.
A good grasp on best practices in IT and an understanding and respect for ITIL
principles and change control.
The ability to mentor/coach members of the larger Service Desk Team.