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Modern Work 3rd Line Technical Support

2 months ago

Derby, United Kingdom Bam Boom Cloud Full time

Are you a 2nd line engineer looking for your next step up the support ladder? Maybe you have been in 3rd line for a little while but want to join a leading Microsoft Partner? Then look no further.

Our business at Bam Boom Cloud is BOOM-ing And we are looking for an extraordinary **3rd Line Support Engineer** to join our UK team and help WOW our customers.

But why would you want to work for us? We know there’s a bunch of Dynamics partners out there and they’ll all tell you theirs is the best place to work.

**How about this?**
- Work from anywhere anytime - you want to work from the coast? Or maybe out in the peaks. That’s fine, as long as you have a stable internet connection this works for us.
- Unlimited holidays
- Amazing office facilities, including Bar, pool table and soundproof pods and plenty more.
- AWESOME career opportunities - we don’t want you to be stuck in your role. We want you to constantly look at how you can improve.
- Free access to Microsoft Learn and opportunities to take plenty of Microsoft certifications to further your portfolio.
- Great well rounded benefits package

Most of all we are all about our core values, we aim to be **Honest** with ourselves and each other. **Respectful** internally and externally. Always **growing**, personally and professionally. Coming up with **Fresh** new ideas to help the team develop.

**So, you like what you see so far thenwho are we looking for?**

The perfect person will love to solve problems, thinking outside the box. You will need to be able to work well in a team but also be an independent thinker.

Being proactive is key for success in this role, always coming up with new innovative ideas on resolved issues and providing the best customer journey for all our clients. Owning issues with our clients.

You will need to possess an approachable attitude to be able to give advice and guidance to our junior support technicians. Coaching is a massive part of this role.

Constantly look for better ways to achieve goals and share these with the wider team.

This role is perfect for someone who has been in a 2nd line position for a while looking to make their next step up.

**This sounds like youwhat skills do you actually need?**
- Extensive understanding of Microsoft Technologies including Windows 10/11, Microsoft 365, Azure, Endpoint Manager & Autopilot, Hyper-V, Windows Server, Exchange Server (Including Exchange Online Hybrid Deployments), SQL Server
- Solid understanding of UTM and Firewall products and their roles within the network. (SonicWALL/Watchguard/Cisco and others)
- Understanding of server virtualisation in Hyper-V environments, including failover clustering and SAN storage. VMWare experience also desirable
- Understanding of server backup solutions (Datto/Altaro/Veeam and others)
- Strong understanding of network settings including TCP/IP, VLANs, Routing, port forwarding and NAT
- Microsoft Fundamental, Associate or Expert Certifications are extremely desirable

**Finally lets talk about the role?**
- Take support escalations from 2nd line support, Customer Success Managers, and key contacts for our portfolio of clients.
- Provide out of hours escalation support to our 24/7 support partners (rota based).
- Work directly with client inhouse IT teams and provide them with a point of escalation and assist with systems administration.
- RCA of monitoring alerts.
- Review and approve issues that need escalating to on site engineers.
- Document repeatable troubleshooting processes and procedures.
- Mentor 1st and 2nd line technicians.
- Assist with 1st and 2nd line workloads when necessary.
- Continue to learn, develop and grow in new specialisms. Becoming that expert you want to be.

**So if this sounds like youthen why not apply**

**Benefits**:

- Life insurance
- Work from home

Schedule:

- Monday to Friday

**Experience**:

- Azure and O365: 1 year (preferred)
- 2nd line technical support: 2 years (required)

Work Location: Hybrid remote in Derby