3rd Line Support Engineer

3rd Line Support Engineer
Job Advert

No agencies please
Base Salary: £35k - £43k Dependent on experience
Work Hours: 40 hours per week
Job Locations: Liverpool L24

We are committed to investing in our team; our strength and culture is built on the hard work, professionalism and drive of our people. As part of a supportive and caring team, you will be joining a growing organisation that offers numerous benefits and opportunities for career development in a professional and modern working environment. We want you to thrive as part of our loyal and engaged team, focusing on delivering customer service excellence and superior technology solutions.

Overview of the role:

The 3rd Line Support Engineer acts as the escalation point from 2nd Line Support Engineers along with more complex client incidents, problems, and service requests via the Aabyss ticketing system. 3rd Line Support Engineers are responsible for problem management and escalated customer tickets seeing these through to resolution by following the Aabyss documented processes (where available) or troubleshooting, researching, diagnosing, and identifying solutions and creating the relevant documentation as per the company standard process. 3rd Line
Support Engineer will provide support to the Service Delivery Manager when required.

Your key responsibilities will include:

• Provide a ‘world class’ example of customer service
• Always live our Core Values
• Support Service Delivery Manager
• Providing 3rd line technical support to clients via telephone, email, and the ‘Support App’. Including but not limited to:
• Diagnosing and resolving software and hardware faults
• Supporting servers and network infrastructure
• Critical incident management
• Supporting network and internet connectivity issues
• Ensuring that clients are appraised at all times and effectively manage their expectations
• Mentoring and supporting 1st and 2nd Line Engineers and being available as an assigned ‘Buddy’
• Owning the problem ticket management process
• Effectively manage your own time to ensure that tickets are resolved within SLA
• Follow all company standards and procedures as currently documented
• Identify opportunities for automation and implement improvements
• Create and update documentation where required as per internal process
• Join the Out of Hours support rota which is backed by a 24/7 NOC. This is on an infrequent basis

Essential:

• 3+ years’ experience as an Engineer providing IT support.
• Ability to communicate well with customers, vendors, non-technical end users and colleagues.
• Knowledge, understanding and experience in the following areas:
• Microsoft Windows Server
• Microsoft Windows
• Active Directory, Azure AD
• Microsoft 365
• VOIP
• Hyper-V
• TCP/IP including DHCP & DNS
• Must live in a commutable location to Liverpool

Desirable:

Knowledge, understanding and experience in the following areas, or products, will aid in the transition however training will be provided where required:

• Autotask PSA
• Datto RMM
• IT Glue
• Scoping and specifying server/network infrastructure
• Server hardware
• VLANs
• 3CX and VoIP troubleshooting
• Microsoft RDS
• UPS
• Watchguard Firewalls and Wireless
• Datacentre hosting
• Cloud migrations
• Basic Linux administration
• Datto BCDR
• Cisco Meraki Networking
• PowerShell
• Microsoft Intune
• macOS
• Familiar with working to SLA’s to meet both customer and contract requirements
• Experience of supporting multi-site clients
• Leadership and mentoring

Role Benefits:

• Work in a fun, supportive, nurturing environment with a like-minded team
• Regular team building events
• Salary is dependent on the individual, considering their experience and education level
• 25 days holiday plus bank holidays (33 days)
• Company profit share scheme (in addition to salary)
• Private medical healthcare cover
• Company contributory pension scheme
• Work from home flexibility including screen, dock, wireless headset & Aeron chair
• Flexibility of working hours
• Cycle to Work scheme
• Free onsite parking

Qualifications / Education Requirements:
This role is ideally suited to an organised, decisive team player with a passion for the IT sector. We will support, train, and certify you in necessary areas to assist your professional and personal development. There are no educational pre-requisites for this role. There is a minimum training criterion to be completed during probation period.

Last reviewed: March 2023

Job Types: Full-time, Permanent

Salary: £35,000.00-£43,000.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• Free parking
• On-site parking
• Private medical insurance
• Work from home

Schedule:

• Monday to Friday

Supplemental pay types:

• Yearly bonus

Application question(s):

• Do you live in or are you able to commute to Liverpool daily?

Experience:

• IT support: 3 years (required)
• Microsoft Windows Server: 1 year (required)
• Customer service: 3 years (required)

Work Location: One location