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JOB DESCRIPTION: Level 3 IT Support Engineer

About the Role:

Reporting to the Service Desk Manager the Level 3 IT Support Engineer is responsible for providing solutions to complex issues raised by the companies rapidly growing community of business clients.
Typically, these are issues that more junior members of the support team are unable to resolve as they require more in-depth technical expertise and problem-solving skills.

In addition, you will be responsible for providing the very best in customer service and ensuring that all client SLAs are adhered to/exceeded.

Roles and Responsibilities:

The Level 3 Support Engineer will be responsible for:

• Providing expert technical support to resolve complex IT issues for clients contacting the support desk.
• Analysing, troubleshooting, and diagnosing escalated incidents to ensure that issues are resolved in a timely fashion and customer down-time is minimised.
• Designing, implementing, and maintaining advanced infrastructure solutions tailored to meet client's specific needs.
• Conducting in-depth root cause analysis to identify and address recurring issues allowing the implementation of preventative measures.
• Contributing to the development of standard operating processes, knowledge bases and documentation to improve overall efficiency of support functions.
• Serving as a technical escalation point for Level 1 and Level 2 engineers, offering guidance and knowledge transfer.
• Taking the lead on escalated incidents which require attendance on-site.
• Installing, configuring, replacing servers, switches, routers, access points as required by the customer.
• Undertaking all the necessary physical builds including, where appropriate all wiring and cabling.
• Installing and configuring telephony systems and associated handsets.
• Investigating and resolving internet and associated connectivity issues and liaising with third party service providers as appropriate.
• In conjunction with the Service Delivery Manager taking responsibility for development, updating and communication of project documentation and delivering projects in a timely fashion within the agreed budget.

Required Knowledge and Experience

• Minimum 2 years' experience of working as a Level 3 support engineer.
• Demonstrable experience of working on customer site as a field engineer.
• Minimum of 5 years' overall experience working in a remote support function, supporting multiple clients across range of technologies and platforms.
  
• Understanding and experience of working in a MSP environment would be a distinct advantage.
• Understanding of project management principles and track record of delivering projects on-time and on-budget.
• Excellent communication skills, both written and verbal.

Technical knowledge

• MS Office 365, SharePoint, Microsoft Teams, One Drive.
• Active Directory and Azure AD
• VPNs, Firewalls, Routers, managed switches, wireless LANs - ideally DRAYTEK
• Unifi/Ubiquiti
• Virtualisation - likely VMWare
• In depth understanding of network protocols, routing, and subnets.
  Remote support of Windows 2016, 2019 and 2022.
• Exchange 2010 and above.
• Cloud based Telephony/ SIP Trunks configuration & support.
  
• Dropbox/ Google Drive
• Knowledge of Wireless PTP link connections
• Scripting/ PowerShell, CMD
• Google Sheets Scripting preferred.
• Knowledge and support of Apple operating systems on both IOS and MACOS
• Experience using remote access software.
• Service management systems ideally Connectwise.
• Cyber-security solutions such as Bitdefender or Webroot
• Cabling and patch management

Salary and Benefits

• Salary: up to £40k per year (Depending on Experience).
• Core Hours Monday to Thursday 9.00am to 5.30pm and Friday 9.00am to 5.00pm.

• On-site parking.
• 20 days holidays + Bank holidays.
• Holiday allowance rising with length of service.
• Company Pension scheme.
• Company- wide Bonus Schemes.
  
• Use of company vehicle where appropriate
• Staff chill space with dart board, sofa, TV, games & refrigerator.
• Staff social events.