3rd Line Support Engineer

Technical Support Manager (3rd Line)

We are looking for an experienced 3rd Line Technician working as a point of escalation for the IT division of this tech company. The role will involve project work and this position will involve remote support (working from home), regional office visits and client site visits.

KEY RESPONSIBILITIES

• 3rd Line IT support:
  • Carry out routine, add-hoc and project related administration tasks to maintain the systems.
  • Maintain, administer, and support all IT infrastructure within the business and act as escalation point for support.
  • Technical 3rd line support for customers on supplied solutions and infrastructure.
  • Support Sales and Project Teams with technical input.
  • Prepare, draft and own technical designs and documents.
  • Design and implementation of Solutions both internally and for customers.
  • Stay current with system information, ensure all changes and updates are documented for future reference.
  • Keep up to date on most recent technology.
  • Liaisons with 3rd Parties and Stakeholders.

Essential Experience

• Solid experience with Windows (Desktop and Server), Linux and MAC operating systems and an understanding of all Microsoft Office products.
• Some experience in cloud infrastructure (Azure, AWS).

• Proficient in administering M365.

• Virtualization (HyperV, VMware, etc.).

• Experience with TCP/IP and other networking protocols.

• Extensive experience of remote IT support tools.

• Some experience of working with web-based applications and process driven workflows.

Desirable Experience

• Currently working in an IT helpdesk 2nd/3rd line environment
• Microsoft 365 Certified: Modern Desktop Administrator Associate
• Microsoft Certified: Azure Administrator Associate
• Microsoft 365 Certified: Security Administrator Associate

KEYWORDS - IT, HELPDESK, 3RD LINE, TECHNICAL SUPPORT, 365, AZURE, ACTIVE DIRECTORY