Information Technology Support Engineer (Dundee)

3rd Line IT Support Engineer

Our client is seeking an experienced and motivated 3rd Line IT Support Engineer to join their dynamic team in Dundee . The ideal candidate will possess a strong technical background, excellent problem-solving skills, and a passion for delivering exceptional IT support services to our clients. You will play a crucial role in providing advanced technical assistance to resolve complex issues and ensure the smooth functioning of our clients' IT environments.

This role is on-site (daily) in Dundee, so candidates should live nearby and also possess a full clean driving licence.

Responsibilities:

• Provide expert-level technical support and troubleshooting for a wide range of IT issues, including but not limited to networking, hardware, software, and security-related concerns.
• Collaborate with Level 1 and Level 2 support teams to escalate and resolve complex issues efficiently while maintaining effective communication with clients and stakeholders.
• Act as a point of escalation for critical incidents, demonstrating the ability to analyse, diagnose, and implement solutions in a timely manner.
• Perform proactive system monitoring, maintenance, and optimisation to identify and address potential issues before they impact clients' operations.
• Assist in the design, implementation, and management of IT solutions, including network infrastructure, cloud services, and security protocols.
• Conduct thorough root cause analysis for recurring issues and contribute to the development of strategies to prevent future occurrences.
• Document support processes, procedures, and troubleshooting steps for internal knowledge base and client-facing documentation.
• Participate in client meetings to provide technical insights, recommendations, and updates on ongoing projects and support activities.
• Stay updated on industry trends, emerging technologies, and best practices to continuously enhance your technical skills and knowledge.

Qualifications & Experience:

• A Bachelor's degree in Computer Science, Information Technology, or equivalent work experience.
• A minimum of 5 years of hands-on experience in providing IT support, preferably within a Managed Service Provider environment.
• Strong expertise in Microsoft Windows, Windows Server, Active Directory, and Exchange Server.
• Proficiency in networking concepts & protocols, including TCP/IP, DNS, DHCP, VLANs, and routing.
• Experience with virtualisation technologies such as VMware or Hyper-V.
• Familiarity with cloud services such as Microsoft Azure or AWS is a plus.
• Relevant industry certifications such as CompTIA A+, Network+, Security+, Microsoft Certified: Azure Administrator, or equivalent certifications are desirable.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical clients.
• Problem-solving mindset, with the ability to analyse complex issues and implement effective solutions.
• Strong organisational skills and the ability to manage multiple tasks and priorities in a fast-paced environment.
• Full UK driving licence