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3rd Line Support Engineer


Job reference - 267

Location - St.Helens, Merseyside

Salary - up to £35,000

Job type - Permanent


A fantastic opportunity has arisen for an experienced 3rd Line support engineer to join a forward-thinking organisation based in St Helens.


Key skills required for a 3rd Line support engineer;

  • Experience working as a 3rd Line support engineer 

  • Knowledge of Networking principles (WAN/LAN/ VLAN/DHCP/DNS/STP), and terminology, IT 3rd Line Support Engineer and services.

  • 3+ years IT Support Engineer experience

  • Basic Azure knowledge and understanding

Desirable skills for a 3rd line support engineer but this is not essential;

  • Managed Services industry experience (MSP)

  • Any related certifications would be a huge advantage (MCP, ITIL, CCNA, MCSE etc.)

  • Virtualisation - VMware, Hyper-V

  • Office365, Veeam, Citrix, Group Policy

  • SQL

Key responsibilities for a 3rd Line support engineer;

  • To deliver projects, including and not limited to, Cloud migration and support and maintain Cloud integrations.

  • To deliver new software and hardware solutions to clients, as specified and planned. 

  • Provide consultancy services to customers in support of the Managing Director. 

  • To provide technical pre-sales support, including but not limited to, building quotes and creating a defined scope of works documents for client projects.

  • Delivering cyclical and routine Back-Up, Disaster Recovery and Endpoint Security tasks for clients. 

  • Maintains a high degree of customer service for all support queries and adhere to all company procedures.

  • Teamwork with other personnel to develop and implement technical processes as required. 

  • Ensure the security of systems and data from internal and external attack.

  • Manage highly critical situations, which may involve complex technical hardware or software problems and arrange for external technical support where problems cannot be resolved.

  • Attend necessary training courses in order to build competence in providing technical assistance and support to customers.

  • Log calls and create tickets 

  • Perform testing and to support all aspects of project related work. 

  • Evaluate user needs and system functionality, ensuring that IT facilities meet these needs. 

  • Ensures that documentation of the supported systems and software is available and in an appropriate form for those receiving calls.

  • Ensures adherence to escalation procedures. Responds to major incidents / escalated, complex and high impact customer tickets.

  • Manages / assists with problem tickets.

So, if you are a 3rd Line support engineer and would like more information about how you could become apart of a fantastic organisation, please apply now.

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