Job Title: Senior IT Support Engineer

Location: Chorley

Salary: £30,000 - £35,000

We have an exciting opportunity for a Senior IT Support Engineer / 3rd Line Support Engineer to join a growing, friendly and dynamic support team providing remote support to Businesses across the UK.

The Role of Senior IT Support Engineer

* Providing 2nd/3rd line technical support across our customer base via phone or email.

* Record and update all incidents and problems thoroughly through the company’s ITSM system

* Take ownership of all support tickets whilst adhering to first response and fix SLAs as part of the support procedure

* Communicate effectively to ensure swift resolution at both technical and end user level

* Train and mentoring the 1st line team to ensure a build-up of their knowledge

* Liaise with 3rd party solution providers and develop excellent working relationships

* Proactively involved in the planning and delivery of projects, remaining adaptable to the needs of the project.

* Attend customer sites and committing repairs/new installations of equipment such as Firewalls, Servers, Workstations.

Person Specification for the Senior IT Support Engineer

* Three year’s equivalent work experience within an IT Support / Managed Service Provider environment.

* Excellent problem-solving skills working in a logical methodical style with the ability to identify root cause and implement controlled changes

* Strong organisational skills are necessary with the ability to manage and prioritise multiple tasks simultaneously

* A strong understanding of ITIL best practice and frameworks

Technical Skills

Essential

* Microsoft Windows

* Strong working knowledge of Windows Server Environments

* DNS and DHCP

* Deep working knowledge of Active Directory etc.

* Continuous improvement work

* Desktop OS, Windows 7/8/10/11

* Remote Desktop Services experience such as VDI

* Good understanding of network infrastructure

* Design and implementation of server infrastructure + upgrade experience

* Microsoft 365 administration and new tenant provision and setup

* Google Workspace

* Microsoft Azure

* Familiarity with Firewalls, configuration and installation.

Desirable

* Familiarity with Autotask PSA, RMM

* Knowledge of ESET Anti-Malware solutions

* Macintosh support and deployment

* Familiarity with Fortinet Firewalls

* Strong working Knowledge of ESET technologies.

Benefits

Healthcare

Career progression opportunities.

**A full driving licence is required to be able to travel to customer sites as required.

Keywords: 2nd Line IT Support, 3rd Line IT Support, IT Support Engineer, Senior IT Support Engineer

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