Senior IT Support Specialist

2 weeks ago

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

About the Role:

We are seeking an experienced 3rd Line IT Engineer to join our dynamic Service Desk team. As a key member of our team, you will be responsible for providing expert-level technical support to address complex issues escalated from lower tiers. Your strong technical skills and problem-solving abilities will enable you to troubleshoot hardware, software, and network-related problems efficiently.

Key Responsibilities:

  • Advanced Technical Support: Provide expert-level technical support to address complex issues escalated from lower tiers.
  • Incident Management: Take ownership of escalated incidents, ensuring they are resolved efficiently and effectively within agreed-upon service level agreements.
  • Problem Management: Identify underlying root causes of recurring incidents and implement long-term solutions to prevent their recurrence.
  • Change Management: Assess and implement changes to IT systems and infrastructure, ensuring minimal disruption to operations.
  • Technical Documentation: Create and maintain comprehensive documentation.
  • Customer Support: Interface with external vendors and third-party service providers to resolve technical issues and procure necessary hardware or software.
  • Training and Mentoring: Provide guidance and support to junior engineers and support staff.
  • On Call: There is an expectation to be on call once a month.

Requirements:

We are looking for a highly skilled and experienced IT professional with a strong background in technical support and problem-solving. The ideal candidate will have:

  • 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)
  • Good understanding of DNS
  • 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)
  • Storage technologies (NAS, NetApps, Synology)
  • Strong understanding of Office 365
  • Strong understanding of Microsoft Azure
  • Strong understanding of Microsoft Intune
  • Strong understanding of SSL Certificates

What We Offer:

As a 3rd Line Service Desk Engineer at Tailor Made Technologies, you will have the opportunity to work with a dynamic team of IT professionals, develop your technical skills, and contribute to the success of our organization. We offer a competitive salary, training opportunities, and a progressive working environment.

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