3rd Line Service Desk Engineer

**Senior/Lead 3rd Line Infrastrucutre Engineer** **Location: Poole/Wakefield/Leeds/Telford** **Please note that we have a shift rota that covers evenings, nights and weekends.** **Permanent - Full time - Immediate Starts Available** **Nasstar - About us** **Nasstar is a managed servic**e specialist. We deliver an integrated suite of services from cloud computing to networking and communication solutions to provide businesses with greater flexibility and efficiencies. Through strategic consultationto implementation and management, we provide the vision and the mechanics needed to create transformational change for our clients. Nasstar is the business and technology partner that delivers IT without drama. And we do it without you even noticing us. Leaving you free to get back to what you do best - driving business value. With Nasstar, your IT just works. **About the Role**: We are looking for an experienced, driven professional with a passion for technology and building customer relationships to join our growing team as a Senior Service Desk Shift Engineer. **Main Responsibilities**: To provide third line professional technical support for our Managed Service customers with the aim to fix all incidents passed to them from 1st line. This will be achieved by effective troubleshooting and diagnosis of more complex incidents which cannotbe resolved by 1st Line. You will be required to progress all support incidents in line with the customers SLA ensuring a first response target of 98% is achieved, to achieve this target you will need to be agile in managing your tickets constantly re-evaluating priorities. You will also be required to perform a variety of proactive tasks which will help maximise customers uptime, perform root cause analysis and prevent reoccurring issues. Tasks will include, resolving more complex monitoring alerts, deploying the latest securityupdates, systems maintenance and upgrading customer systems. **What we’d like from you** - Infrastructure - Physical, Virtualisation & Cloud management and support - Essential Knowledge: - Server Hardware - Windows Server Operating Systems - VMware vSphere - Microsoft Hyper-V - Citrix XenApp / Xen Desktop 7 - Storage - SAN/NAS - Backup Admin - Azure - Additional desirable knowledge: - AWS - On Prem Service and Cloud Service management and support - Essential Knowledge: - Active Directory - Azure Active Directory - Group Policy Management - Microsoft 365 / Office 365 - Exchange / Exchange Online - Additional desirable knowledge: - Teams (Skype for Business and Teams Direct Routing Desirable) - SharePoint / SharePoint Online Admin - Antivirus Admin - Intune/SCCM - MFA / Conditional Access - Printing - Microsoft SQL - Patching and Cumulative Updates - End User Compute management and support - Essential Knowledge: - EUC Hardware Support, inc Thin Clients - Windows OS support - Office and Office 365 admin and support - Additional desirable knowledge: - Mobile Support (iOS, iPadOS, Android) desirable - Apple MacOS Support desirable - Application Support (exposure to Legal, Financial) - Patching and Cumulative Updates - Networking management and support - Desirable Knowledge: Networking including wireless & switched LAN What you can expect from us in return At Nasstar, we think it’s important to look after our employees. In addition to a competitive salary, supportive teams, and a real chance to progress your career, we offer a range of benefits which include: - Holiday: 25 days’ holiday - Top tech: We don’t just keep our services and solutions for our customers. That means best-of-breed software and hardware for all our staff - Life assurance: Employees receive life assurance cover of 4x their annual salary, to be paid to a nominated next of kin in the event of death - Health cash plan: All staff are eligible for our health cash plan, which includes money back for optical and dental treatments - Retail discounts and other perks: A "thanks" from Nasstar for a job well done, this scheme offers freebies and discounts for hundreds of major brands Why choose a career with Nasstar? At Nasstar, we have several goals. We’re one of the UK’s fastest-growing MSPs and want to continue to keep growing. We’re a leading Converged ICT Services Provider and want to keep expanding our product portfolio and customer base. But most importantly ofall, we want to continue to provide the very best technological solutions to our customers in order to help them achieve digital transformation. And underpinning this is more than 500 talented professionals whose hard work is recognised and rewarded accordingly. Nasstar recognises the importance in creating an environment that supports personal development to enable individuals to reach their full potential. With so many varied roles across the company, an excellent Apprenticeship Scheme, and various training anddevelopment programmes available, at Nasstar the opportunities for growth are endless. A note for agencies