3rd Line Support Engineer

2 weeks ago

Dartford, United Kingdom INTEC SELECT LIMITED Full time

**3rd Line Support Engineer - Hybrid - Kent - £60k depending on experience + excellent benefits**
**Overview**:
An excellent opportunities has arisen with an large IT Managed Service Provider for a 3rd line support engineer to act as a key point of technical escalation and to have authority within the team, providing in-depth technical resolution to complex issues acrossour valued customer base.
**Role & Responsibilities**:

- Providing in-depth technical support services to many different clients, delivering high quality solutions?with great customer satisfaction
- Troubleshooting and resolving system and networking?problems
- Identifying opportunities to improve customer IT environments
- Taking Technical Lead of Major Incident resolution
- Ownership and Implementation of critical change control scenarios
- Acting as a key point of technical escalation and authority within the team
- Mentoring junior engineers within the Tech Support team
**Measurables**
This role is measured via KPIs for the below areas:

- Maintain a high and consistent customer satisfaction score
- Manage and resolve incidents escalated by L1 support analysts, within agreed SLAs
- Resolution of monitoring alerts, within agreed SLAs
- Reduction of aged tickets across the team
**Skills & Experience**:

- Have extensive working knowledge to support the below Microsoft's technology?products:

- Azure (Infrastructure, Virtual Desktop and Identity)
- Office 365 (Exchange Online, SharePoint Online, Teams, Endpoint Manager, Defender for Business)
- Windows Server (DNS, Active Directory, Hyper-V)
- Confident with Microsoft PowerShell and scripting
oStrong network technologies experience - routing, switching, wireless networking DNS and firewalls
oBe able to produce and maintain detailed technical documentation
oHave stakeholder management skills, with the ability to communicate technical solutions to?different audiences
oDemonstrate excellent communication skills, both written and verbal
oBroad knowledge of cyber security concepts and products
oFamiliarity?with other Private and Public Cloud solutions - VMware, AWS, etc
oBe familiar with Storage Area Networks technologies - SAN arrays and fabrics
oExperience with Azure Kubernetes Service (desirable)
**Package**:

- £45-£60k basic salary
- 10 extra days per year to attend prepaid training courses
- + more benefits

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