3rd Line IT Support Engineer

Job Description
We are currently seeking an experienced 3rd Line IT Support Engineer to join our team. This role will be responsible for providing high level technical support to the business, ensuring effective resolution of complex IT issues.

They will be expected to maintain, upgrade, and manage the company's software, hardware, and network infrastructure.

This is a customer facing role requiring excellent customer service skills and the ability to interface with individuals and groups across all levels of the business.

The role will be an escalation point for support tickets and will provide training and mentoring to technicians providing routine 1st and 2nd line desktop support.

Job Requirements

• Minimum of 5 years of experience in IT Support ideally in a similar role
• Strong knowledge of cloud technologies, particularly, Azure services, such as Entra ID, Defender 365, Intune, SharePoint online and exchange online
• Familiarity with ITIL principles such as incident management, problem management, change management, asset management
• Solid understanding of IAM concepts, such as PIM, SCIM, SSO conditional access and PAM
• Proficient in virtualization technologies, such as Azure Virtual Machines, VMWare, Hyper V and experience with Azure storage solutions such as and Azure File Storage
• Proven experience working within ITSM platforms, (JIRA, Freshservice)
• Windows Server technologies, managing Active Directory, Group Policy
• Solid understanding of networking concepts
• Experience with PowerShell scripting and automation
• Familiarity with security frameworks and standards, such as ISO 27001, NIST, CIS
• Excellent problem-solving, analytical, and project management skills.
• Experiencing maintaining knowledgebase and CMDB
• Strong interpersonal and communication skills, with the ability to explain complex technical concepts to non-technical stakeholders
• Passionate about IT, staying informed of current IT trends and technologies and a willingness to continually develop their skillset

Job Responsibilities

• Deliver exceptional customer service by understanding and resolving user issues effectively and promptly
• Provide technical support and guidance to end-users, troubleshoot, and resolve IT-related issues
• Develop and provide training to 1st and 2nd line support engineers to enhance their technical skills, both face to face and in documentation form
• Respond and manage major incidents, communicating efficiently and effectively across the business and collaborating with 3rd party support teams to assist in swift resolution of major incidents
• Ensure compliance with relevant industry regulations, standards, and data protection laws.
• Provide subject matter expertise to maintain, upgrade, and manage our software, hardware, and networks
• Work within IT Projects - Provide technical direction for the development, design, and systems integration
• Create and maintain comprehensive technical documentation for all systems
• Cyber security focus – ensuring that the role is performed in line with cyber security best practices. This may involve responding to incidents and regular security monitoring to identify and address vulnerabilities when they arise alongside the IT Security team

Job Benefits

• Hybrid working of up to 2 days per week at home after initial training period
• 11% non-contributory pension scheme
• 25 days annual leave plus bank holidays, increasing with length of service
• An extra day's leave for your birthday
• Annual leave buying scheme of up to 5 days
• Discretionary annual bonus scheme
• Private Medical Insurance
• Life Assurance (4x basic annual salary)
• Enhanced Company sick pay
• Income Protection Scheme
• Paid time off to volunteer
• Generous family-friendly policies
• Electric Vehicle Salary Sacrifice Scheme
• Free annual flu jabs
• Eyecare vouchers
• Opportunity to gain formally recognised industry qualifications
• Retailer discount and cashback platform