3rd line Support - North London

3rd Line Support Engineer - London.

Permanent Career Opportunity located in North London working for an award-winning provider of Cloud solutions, IT, Telephony and Security Solutions, supporting the needs of 500+ customers, with services covering connectivity, cyber security, IT managed services, mobile, IoT, UCaaS and CCaaS.

We consult with our customers to design solutions that complement their in-house IT structures, taking complex hybrid multi-site environments and makes them simple and secure, so end-users can access their business applications wherever they are.

You will play a crucial role in providing end-to-end IT support, which includes managing networks and connectivity, overseeing cloud and hosting solutions, ensuring robust cyber security, maintaining unified communications, and offering continuous IT support.

Role Overview

Responsibilities:

• Resolve Complex Incidents: Handle incidents and problems unresolved by 1st and 2nd line support, drawing on deep technical expertise.
• Incident Ownership: Take charge of high-priority issues, ensuring swift resolution and minimal disruption to business operations.
• Root Cause Analysis: Investigate recurring incidents and develop lasting solutions to prevent future occurrences.
• Advanced Service Requests: Address and complete requests that require specialised technical knowledge, including system upgrades and custom configurations.
• Implementation: Assess, plan, and implement infrastructure changes with minimal service disruption.
• Documentation: Record resolutions and solutions for complex issues, adding to the knowledge base for lower-tier support and end-users.
• Support & Training: Guide and train 1st and 2nd line support staff to improve their technical proficiency and enhance service quality.
• System Monitoring & Optimisation: Monitor system performance, identify bottlenecks, and implement improvements for optimal IT service operation.
• Vendor Coordination: Liaise with external vendors and service providers to resolve hardware and software issues requiring third-party involvement.
• Upgrades & Updates: Plan and carry out system upgrades, patches, and firmware updates to keep IT systems secure and functional.
• Disaster Recovery: Develop and test recovery plans to ensure rapid system restoration following major incidents.
• Security Implementation: Establish and maintain security measures to protect IT systems and data from unauthorised access and cyber threats.
• Infrastructure Planning: Evaluate current and future IT infrastructure requirements to ensure resources meet organisational demands.
• Service Performance Analysis: Review performance data, pinpoint areas for improvement, and implement solutions to enhance service quality and efficiency.
• Compliance & Auditing: Ensure IT operations meet industry standards and regulations, and support internal and external audits as needed.

Non-negotiable requirements:

• 3+ years proven 3rd line work in MSP environment
• M365 administration at expert level-built Conditional Access policies, configured Intune device compliance from scratch.
• Hands-on experience with virtualisation platforms (VMware or Hyper-V) & Windows Server, AD, DNS, RDS
• Demonstrable diagnostic methodology-articulate how you approach unknown problems systematically.
• Client-facing communication-explain technical root causes to non-technical directors without condescension or jargon overload.
• PowerShell competency-read, modify, and write scripts for automation and remediation.

Highly valued requirements:

• Microsoft certifications
• ConnectWise PSA & Asio RMM, or comparable RMM platform configuration experience
• Azure infrastructure deployment and management
• Firewall administration (Fortinet, Draytek, or similar enterprise platforms)
• Experience building automated monitoring/remediation workflows in RMM environments

Benefits after probationary period

• Pension contribution - 2% company contribution
• Generous Holiday Entitlement
• One day off for Birthday
• Great working environment
• Incentives
• Training investment

Great company culture, offering personal and professional development over the long term with possible hybrid WFH prospects once you have become familiar with the company processes.

Apply by sending your CV and call Yasin or Navaid Faiz to discuss your application further.