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Third Line IT Support Specialist

2 months ago

London, Greater London, United Kingdom Tailor Made Technologies Full time
Job Title: 3rd Line Service Desk Engineer

We are seeking an experienced 3rd Line IT Engineer to join our dynamic Service Desk team.

Key Responsibilities:
  • Provide expert-level technical support to address complex issues escalated from lower tiers (1st and 2nd line support).
  • Take ownership of escalated incidents, ensuring they are resolved efficiently and effectively within agreed-upon service level agreements.
  • Identify underlying root causes of recurring incidents and implement long-term solutions to prevent their recurrence.
  • Assess and implement changes to IT systems and infrastructure, ensuring minimal disruption to operations.
  • Interface with external vendors and third-party service providers to resolve technical issues and procure necessary hardware or software.
  • Provide guidance and support to junior engineers and support staff.
Requirements:
  • Microsoft Windows desktop and server configuration and support experience.
  • Microsoft Exchange On Prem and Online configuration and support experience.
  • Terminal server environment configuration and support experience (Citrix, AVD, RDS).
  • Active Directory configuration and administration.
  • Strong knowledge and understanding of Group Policy.
  • Strong general networking skills (CLI, Subnetting, NAT).
  • Router configuration and support experience (Cisco, HP, Draytek).
  • Firewall configuration and support experience (Watchguard, SonicWALL).
  • HP ProLiant & Dell PowerEdge Server Hardware support experience.
  • VMware & Hyper V support experience (VCP an advantage).
  • Strong understanding of Office 365.
  • Strong understanding of Microsoft Azure.

We offer a competitive salary, training opportunities, 25 days holiday plus bank holidays, flexi health plan cover, IT purchasing scheme, company pension, free onsite parking, and a brilliant breakout room with a free breakfast and a pool table.