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3rd Line Support Engineer

Posted on Feb 11, 2020 by CV Elite Ltd

Frome, Somerset, United Kingdom
IT
Immediate Start
£35k - £35k Annual
Full-Time

3rd Line Support Engineer, up to £35,000 + exceptional benefits including on-going training and career development, profit related bonus, up to 25 days holiday + bank holidays, pension, healthcare, free parking, free workwear etc.

I am recruiting a 3rd Line Support Engineer (3rd Line Support Analyst, IT Support Analyst, IT Support Engineer) for Netitude, an award winning, market leading and expanding MSP (Managed Service Provider) based in Frome, Somerset.

The Role:

I am recruiting a 3rd Line Support Engineer (3rd Line Support Analyst, IT Support Analyst, IT Support Engineer) to join the senior technical team of Netitude's service desk where you will use your comprehensive IT knowledge and experience to resolve varied and complex service incidents and requests for a diverse range of clients in a fast paced and highly motivated team environment.

The successful 3rd Line Support Engineer (3rd Line Support Analyst, IT Support Analyst, IT Support Engineer) will receive the training, support and certifications required to ensure you stay ahead of emerging technologies, enabling you to provide exceptional customer service and fully support your clients as their businesses grow, while acting as a role model for the front-line team and other senior technical engineers in the team.

The Company:

With a Mission of Growth Through Technology' Netitude follow a methodology focused on delivering strategic outcomes for their clients rather than just managing technology. They work in partnership to provide proactive solutions (rather than just fire-fighting problems) and employees therefore enjoy the combination of varied work and strategic influence.

Established in 2001 Netitude are now ranked in the top 501 MSPs in the world and in the top 50 in the UK. Their expansion has come through a reputation for excellence and they have doubled in size over the last 2 years and expect similar growth over the next 2 years, providing further career opportunities for their team. With Embedded core values of Communication is Key; Ownership and Care; Respect and Trust; Enrich, Develop and Grow and Teamwork with a Passion, they have retained a supportive and caring culture and have recently won awards for Employer or the Month and were finalists for Employer of the year.

3rd Line Support Engineer (3rd Line Support Analyst, IT Support Analyst, IT Support Engineer), Key Responsibilities:

  • Use your technical expertise to give advice resulting in company best practices and SOPs.
  • Offer suggestions on new technologies and industry standards to help provide growth through technology.
  • Provide high-level customer care and build relationships with customers
  • Troubleshoot and resolve all complex issues from all escalations
  • Utilise the ticket logging system with accurate ticket logging and technical troubleshooting steps.
  • Participate in infrastructure installation, hardware refresh and other projects as required.
  • Liaise with 3rd party software vendors
  • Work towards achieving team and company KPIs
  • Determine root causes and implement short/long term fixes where appropriate
  • Participate in infrastructure installation, hardware refresh and other projects when required.

3rd Line Support Engineer (3rd Line Support Analyst, IT Support Analyst, IT Support Engineer), Skills and Experience required:

  • 5 years+ IT experience.
  • Excellent customer service, customer facing and problem-solving skills
  • Organisational, time management and documentation skills, preferably with experience of logging time using a CRM system.
  • Leadership and mentoring ability

The successful 3rd Line Support Engineer (3rd Line Support Analyst, IT Support Analyst, IT Support Engineer) will need a good blend of the following skills, gained in either a MSP or internal IT environment:

3rd Line Support Engineer (3rd Line Support Analyst, IT Support Analyst, IT Support Engineer), Technical Skills to include:

  • Expert Windows server troubleshooting experience
  • Expert Microsoft 365 and Azure administration experience, including PowerShell skills.
  • Expert networking diagnosis, including; ADSL, ISDN, VOIP, SIP, VLAN, Routing, NAT, CIDR, 802.11ac, PoE.
  • Advanced UTM management experience.
  • Advanced Mac/Linux troubleshooting experience.
  • Advanced Virtualisation platforms experience.
  • Advanced Microsoft Exchange on-premise experience.
  • Expert Server hardware troubleshooting experience.
  • Advanced Backup and DR experience
  • Experience of using PSA systems.
  • Experience of working within ITIL or SDI frameworks.

Qualifications (preferable, not essential):

    • CompTIA-N+
    • Microsoft M365-TAA, M365-MDAAA, MC-AAA, MCSA-S16
    • BSC/B.Eng. in Computer Science, Information Technology or relevant field

      Dawn O'Shea is recruiting the 3rd Line Support Engineer (3rd Line Support Analyst, IT Support Analyst, IT Support Engineer), directly on behalf of Netitude so NO AGENCIES PLEASE. If you are successful in being short-listed, you will be contacted within 14 days to discuss the role and your requirements in more detail.

      Reference: 842444993

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