Senior IT Support Specialist

2 weeks ago

Whiteley, Hampshire, United Kingdom Tailor Made Technologies Full time
About the Role

We are seeking an experienced 3rd Line Service Desk Engineer to join our dynamic team at Tailor Made Technologies. As a key member of our Service Desk, you will be responsible for providing expert-level technical support to address complex issues escalated from lower tiers.

As a 3rd Line Service Desk Engineer, you will take ownership of escalated incidents, ensuring they are resolved efficiently and effectively within agreed-upon service level agreements. You will also identify underlying root causes of recurring incidents and implement long-term solutions to prevent their recurrence.

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.
  • Problem Management: Identify underlying root causes of recurring incidents and implement long-term solutions.
  • Change Management: Assess and implement changes to IT systems and infrastructure.
  • Technical Documentation: Create and maintain comprehensive documentation.
  • Customer Support: Interface with external vendors and third-party service providers to resolve technical issues.
  • Training and Mentoring: Provide guidance and support to junior engineers and support staff.
Requirements

To be successful in this role, you will need:

  • 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.
About Us

Tailor Made Technologies is a fast-growing technology company based in Whiteley, located on the outskirts of Fareham. We are an award-winning Managed Service Provider servicing the UK and Europe. At TMT, we have a strong team ethos which has enabled us to deliver exceptional service to our clients for over 25 years.

We offer a competitive salary, training opportunities, a progressive working environment, and a range of benefits including 25 days holiday plus bank holidays, birthday day, 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.

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