Main characteristics
- Location
- Milton Keynes, Buckinghamshire
- Company
- Focus Group Recruitment Ltd
- Salary
- £45000 - £55000/annum
- Employment type
- Permanent
- Category
- IT
Job summary
Senior 3rd Line Support EngineerThe Company:
Focus Group Recruitment have the pleasure with working alongside market leading IT Managed Service Provider. My client are the UK leaders within the MSP sector.
The Role
Due to planned growth and business requirements, we are now seeking a strong Senior 3rd line Support Engineer to join the dynamic service desk teams. The business has grown from strength to strength in the 20 plus years it has been running and has experienced strong growth and stability.
**Must have a strong MSP background to be considered for this position**
Duties required for this role include:
Log, and Investigate customer tickets, where possible applying a permanent fix or an agreed workaround to restore service;
Provide Level 3 Server, Network, and Desktop Technical Support, diagnosing customer issues, and providing a high level of first time fix;
End to end ownership of a customer ticket, identifying the underlying cause and managing the implementing of a permanent solution, escalating to a Senior Engineer as necessary;
Manage and work to internal and customer SLAs, escalating any concerns;
Managing client expectations through clear communications;
Work closely with the customer to maintain and support the infrastructure and the customers tickets effectively;
Action Hardware and software installations;
Create and maintain customer specific infrastructure documentation within the IT Glue Knowledge System;
Take responsibility for own continual professional development, ensuring up to date industry and technical knowledge in line with business need;
Ensure all time is captured within accurate time entries within the ConnectWise Manage PSA tool submit timesheets weekly;
Key Skills and responsibilities:
* Provide 3rd line IT Support.
* Strong understanding of Office 365 Environment
* Networking, VLANS / Firewalls
* Office/Microsoft ecosystems as well as Windows 10, 11, Server 2019/2022, core administration skills
* Cloud Technologies, Azure
The Candidate:
The ideal candidate will have 5 Commercial years of experience as an Senior 3rd Line IT Support Engineer with strong MS Technology background. This is a great opportunity for a Senior 3rd Line IT Support Engineer to join a dynamic and forward-thinking team.
You will have solid knowledge of the following:
* Server Infrastructure
* HP & Dell, Microsoft Server OS through to 2019, VMWare, and AD related aspects of Intune, server rebuilds
* Azure
* Azure AD
* Backup technologies
* VEAAM, Azure Backup, Backup Exec, MABS
* Active Directory
* DHCP, DNS, Replication, AD sync, GPO, Clustering, DFS
* 3rd party Line of Business application troubleshooting E.G Sage
* Microsoft Office and 365 services
* Meraki
* Firewall, Router and VPN technologies
The Location:
The role is a Hybrid role with 3 dedicated days in the office based in the HQ in Milton Keynes, Buckinghamshire and commutable from surrounding areas.
Salary: £45,000 - £55,000 + great benefits including, contributed pension scheme, 25 days + 8 days bank holidays
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