2nd/3rd Line Systems Engineer

The Role:

Our client are a fast-paced IT company based on the outskirts of Norwich. Due to continued growth we are looking to recruit a Senior Systems Engineer to become a part of our busy Service Desk team. As a Senior Systems Engineer you will be responsible for providing both onsite and remote technical support for our growing client base. You will be responsible for managing complex technical matters with client IT systems, ensuring SLAs are met. Acting as an escalation point for the Systems Engineers. The role will involve fault diagnosis and resolution, providing onsite, remote and telephone support for client infrastructure and end-users.

Candidate Details:

Our ideal candidate will be an experienced Technical Support Engineer with recent experience of the Microsoft cloud. You will be a motivated, natural problem solver with the ability to work in a fast-paced environment. A passion for IT and providing outstanding customer service is essential.

As an engineer you will be expected to fit into our third line of support. This involves taking tickets from level one/two and managing them to completion or escalating to 3rd line where required. You will also be needed to help expand the technical knowledge of other engineers.

You should be comfortable working on your own on IT issues but equally be able to work as part of a lively service desk of like-minded engineers. Breakwater IT is a growing MSP who pride ourselves on the service that we provide and client service is just as important as IT ability.

Key Responsibilities:

* To install and maintain IT systems in line with specifications, to ensure client requirements and deadlines are met, and that systems are fully secure.
* Provide 3rd Line diagnosis and resolution, maintaining a high level of technical knowledge and ensuring the team can learn from you.
* Log all service tickets received via telephone, email and client portal and handle accordingly throughout the stages of the ticket to resolution.
* To maintain appropriate documentation in our documentation system
* Work in accordance with company values, policies, procedures and standards.
* Create knowledge articles to assist with future incident resolution
* To implement projects in line with our standards
* Working as part of a team to help meet KPI's and customer satisfaction

Essential Skills:

* Excellent problem solving and customer service skills
* Microsoft 365
* IT Security and securing identity in the cloud
* Working knowledge of an RMM tool
* Windows Server 2012 onwards
* Windows Desktop
* Networking technologies including LAN/WAN
* DHCP/DNS
* Virtual environments (Hyper-V/VMWare)
* Powershell Scripting
* Microsoft Azure

Desirable Skills

* Have worked for an MSP before
* Cisco Meraki
* Automation skills
* Problem management
* Understanding of ITIL methodologies
* Project management/implementation experience
* IT Security and securing identity in the cloud
* Leadership

What you get in return

* A day off on your birthday
* Regular staff nights/days out
* Free fruit and beers and soft drinks in the office
* 1 week's classroom led training with an external provider each year
* Bonuses related to IT certifications passed
* Vitality health insurance
* Crewhu staff recognition and rewards
* Flexible working

In accordance with the Employment Agencies and Employment Businesses Regulations 2003, this position is advertised based upon DGH Recruitment Limited having first sought approval of its client to find candidates for this position.

DGH Recruitment Limited acts as both an Employment Agency and Employment Business