3rd Line Technician

3rd Line Technician / Solutions ArchitectTela is a fast-growing, staff-focused company. We are constantly evolving and are incredibly excited about the constant changes in technology. The way we bring these changes to market means with need a great team around us.Candidates should take the time to read all the elements of this job advert carefully Please make your application promptly.This role is for a senior IT professional who resolves complex technical issues, supports IT projects, manages systems, ensures security, and plans for future needs, all while mentoring junior team members and communicating effectively with customers.The successful candidate will contribute to the team by delivering the high level of technical customer support service, delivering on Tela’s values of providing exceptional customer care.Key ObjectivesThis job role involves providing advanced technical support and troubleshooting, acting as the final escalation point for complex IT issues. The role also includes assisting with IT project implementation, performing high-level system administration on various environments, managing incidents and problems to improve system reliability, creating technical documentation, ensuring cybersecurity, monitoring system performance, planning for capacity, and communicating effectively with both customers and internal teams. This individual will also act as a role model for junior team members.Key Tasks & Responsibilities Include:Technical Support and TroubleshootingServe as the final escalation stage for the 1st and 2nd Line support team, resolving complex technical ticketsDiagnose and resolve advanced hardware and software issues; including network problems, server issues, and application errorsSystem AdministrationPerform high-level system administration tasks on servers, networks, and cloud environmentsEnsure proper configuration, maintenance, and monitoring of IT infrastructureIncident and Problem ManagementAnalyse recurring incidents to identify underlying problemsImplement solutions to prevent future occurrences and improve overall system reliabilityProvide training/development recommendations to the management teamSupport the service desk team, as requestedProject Implementation and SupportAssist in the planning, design, and implementation of IT projects for new and existing customersProvide expertise in the deployment of new systems, upgrades, and migrationsTechnical DocumentationCreate and maintain comprehensive documentation for systems, procedures, and project plansDocument configurations, troubleshooting steps, and resolutionsCyber / SecurityEnsure IT systems and networks are secure from threats and vulnerabilitiesImplement and manage security measures, such as firewalls, antivirus software, and intrusion detection systemsConduct regular security audits and vulnerability assessmentsWork within the parameters of ISO 27001, taking guidance from the compliance team as neededSystem MonitoringMonitor system performance and identify areas for improvementImplement performance tuning and optimisation techniques to ensure optimal system operationCapacity PlanningAnalyse system capacity and plan for future growth and scalabilityEnsure resources are allocated effectively to meet current and future demandsCommunication and Interaction:Provide high-level support to customers, ensuring excellent service delivery in line with Tela’s valuesCommunicate effectively with customers, ensuring technical solutions are explained to customers in simple terms that address their concerns and requirementsWork closely with other internal teams, including 1st/2nd line and the projects teamAct as a role model for junior team membersPerson Specification:Required ExperienceFive years+ experience as an IT Engineer working for an MSPProficiency in advanced troubleshooting of hardware, software and network issues.Strong knowledge of operating systems (Windows and macOS).Experience with virtualization technologies (VMware, Hyper-V). xpwpeyx Expertise in cloud services (Azure).Deep understanding of networking protocols and servicesFirewall managementRequired CertificationsBSc in Computer Science, Information Technology, or equivalentRelevant certifications (e.g., Microsoft Certified: Azure Solutions Architect, Cisco Certified Network Professional (CCNP), CompTIA Advanced Security Practitioner (CASP+)Core CompetenciesExceptional communication and rapport building skillsA team player who works well with others, while also being able to work independentlyAwareness of Tela’s key products/service offeringSelf-motivated and organised, with the ability to work in a fast-paced environment and deal with change/pressure as it arisesA valid drivers’ license is required for this roleEmployee Benefits:21 days holiday rising for every year served to a maximum of 26Healthcare & Wellness plan, on passing probationEmployee Assistance programme, on passing probationEmployee Discount Scheme, on passing probationPrivate Medical Care, available after two years’ serviceLife Assurance, available after two years’ serviceWhat position are you interested in? * 0 / 10CV * No file chosen Please upload a copy of your current CV.#J-18808-Ljbffr