3rd Line Support Engineer

An exciting opportunity has become available for a 3rd Line Support Engineer to join a dynamic and unified team within a well-established Managed Service Provider.

This opportunity has become available due to growth within the business and internal promotions. So our client is seeking a motivated and professional engineer who tenaciously pursues the resolution of complex technical issues.

Location - Bristol

Salary  - Circa £40,000 + Bonus + Benefits + Hybrid working (2-3 days from home).

Job type - Permanent

Working Hours - Mon - Fri (37.5 hours per week)

Key Skills required for a 3rd Line Engineer:

• At least 2 years experience working as a 3rd Line Support Engineer.
• Self-motivated and bring enthusiasm toward continuous improvement and innovation.
• Experience working for an MSP would be a huge advantage but this is not essential.
• University Degree in an IT field (2:2 and above) or Microsoft Associate Level Certification.
• Must be able to demonstrate success in the autonomous resolution of complex tickets at a 3rd Line level which involves:
  •  Microsoft 365 and Modern Workplace deployments (Email, SharePoint Online, OneDrive, Intune, Entra ID, Microsoft Teams, Security)
  • Maintaining & troubleshooting typical Windows server roles (Active Directory, Hyper-V, DHCP, DNS, DFSR, SQL, IIS)
  • Maintaining & troubleshooting Backup/Replication environments
  • Maintaining & troubleshooting (L2/L3) network infrastructure
  • Windows client OS rollouts and upgrades

Supported Technologies:

Any experience or knowledge of the following would be desirable:

• Client Operating Systems: Supported Microsoft Windows Operating Systems, Mac OSX, Linux clients.
• Server Operating Systems: Windows Server 2016, 2019, 2022, Hyper-V Server & Windows Server Core
• Cloud technologies: M365 (Entra ID, Exchange Online, Teams, SharePoint Online, Intune, Teams Calling), Azure SaaS and IaaS Servers: Active Directory + other Microsoft stack products, Entra Connect, SQL, IIS
• Security: Cyber Essentials, EDR Solutions, Azure MFA, AuthPoint MFA
• Virtualisation: Hyper-V Software: Microsoft SQL Server, Hornet VM Backup, MS Office (2016+), Sage Accounts 50/200/variants Networking & Hardware: WatchGuard, Draytek, Managed L2/L3 Switches, HPE Servers, Wired & WiFi networks, UPS + server peripherals of any kind Domains: Domain names, SSLs, DNS + nameservers Connectivity: Leased lines + ethernet, FTTC/ SoGEA/FTTP. 

As a 3rd Line IT Engineer, you will be a fundamental part of the Service Desk Team, focusing on the resolution of complex technical issues escalated from the Service Desk.

Key responsibilities for a Senior IT Support Engineer:

• Provide 3rd line escalations to the Service Desk engineers and clients.
• Work with the Service Desk colleagues as a point of escalation.
• Take ownership of problems through to resolution.
• Act as a point of escalation for the Professional Services team.
• Assist with client onboarding.
• You will work alongside colleagues in the Professional Services Team to assist with escalations which may arise during the delivery of projects.
• The role will involve a mix of office and home-based working, in addition to occasional onsite client activity.

In return, you will be entitled to employee benefits such as the following:

• Salary of circa £40,000.
• Yearly bonus up to 10% (depending on performance).
• Regular reviews and 1-2-1s throughout the year provide the opportunity to ensure you are on or ahead of target with continuous professional development. 
• Hybrid working (2-3 days from home)
• Enhanced Maternity & Paternity pay
• Regular social events
• Budget for relevant exams and certifications.
• Perks Portal and much more!

So, if you are a 3rd Line Engineer and would like to join an innovative company that looks after its staff and continuously focuses on driving the business forward, then please apply now!

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