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3rd Line Technical Support Specialist

2 months ago

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

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

Key Responsibilities:

  1. Advanced Technical Support: Provide expert-level technical support to address complex issues escalated from lower tiers (1st and 2nd line support). This may involve troubleshooting hardware, software, and network-related problems.
  2. Incident Management: Take ownership of escalated incidents, ensuring they are resolved efficiently and effectively within agreed-upon service level agreements.
  3. Problem Management: Identify underlying root causes of recurring incidents and implement long-term solutions to prevent their recurrence. Conduct thorough root cause analysis and document findings for future reference.
  4. Change Management: Assess and implement changes to IT systems and infrastructure, ensuring minimal disruption to operations.
  5. Technical Documentation: Create and maintain comprehensive documentation.
  6. Customer Support: Interface with external vendors and third-party service providers to resolve technical issues and procure necessary hardware or software.
  7. Training and Mentoring: Provide guidance and support to junior engineers and support staff.
  8. On Call: There is an expectation to be on call once a month.

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)
  • 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