3Rd Line Support Engineer

Our Client

An established & growing MSP that provides high-quality IT support services to SMEs in East Anglia and London areas. Our client focuses on simplifying complex IT Systems into clear solutions for small and medium businesses to use directly and improve productivity.

Role Descriptions

The successful candidate will be responsible for troubleshooting and providing technical and customer support for operating systems, whilst providing excellent customer service to clients.

• Monitor real time alerts for hardware, software and security issues and using central monitor software to proactively predict and prevent issues.
• Support and maintain the infrastructure of a MS Hyper-V environment including VM’s, SAN solutions and system applications.
• Compete system checks that include hardware, performance, configuration, asset inventory and database backups.
• Conduct the planning, testing, installation and rollout of system updates (Servers, Clients, Network, Applications etc) on pre- production and production.
• Be a point of escalation of system issues and unplanned faults.
• Investigate, troubleshoot and resolve system faults that fall under 3rd Line Support tasks and to liaise with software/hardware suppliers to resolve issues.
• Provide timely and accurate remote telephone & remote system responses to site based technical issues and resolve as many system problems as possible without the need to send an engineer.
• Maintain accurate and timely records of all technical issues in the company fault recording system.
• Keep up-to-date with various 3rd party technology products. This may involve self-learning and a willingness to participate in internal and/or external training courses which may involve out of hours working.
• Provide clear, well written technical documentation for a variety of purposes.

Skills:

• 3 Years + IT, Server Support or IT Administration.
• Previous experience of offering over the phone & remote diagnostics.
• Strong analytical skills, enquiring and investigative mind. Able to get to the root causes of a problem and communicate this clearly to others.
• Excellent knowledge with MS OS (Server & Desktop) including MS AD, DNS, Group Policy Management.
• Good knowledge with MS Windows Servers (including Hyper-V) and Desktop and Storage
• Good knowledge with LAN/WAN/Firewall networking
• Need to be customer focused with the ability to communicate technical subject matter to non-technical end users or technically capable engineers.
• Able to work on own and in a team environment.
• Good time management skills; able to meet project deadlines.
• Ability to write clear, well structure reports and instructions.
• Highly organised with the ability to find field reference material quickly and pull out the required information in a concise manner.
• Participate in occasional out of hours work when required.
• 'Get things done’ attitude.
• Must hold a full driving license.

The client offers:

• Competitive Salary depending on experience.
• 25 days holiday plus bank holidays.
• Health Care
• Pension scheme
• Progression, training & development opportunities
• Social Events
• Overtime rate for out of hours work
• Ability to earn commission.