2nd/3rd Line Support Engineer
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Position Overview & Specifications
The Role
As a 2nd & 3rd line support engineer, you will be providing escalated support to our customers and sales team. You will report directly to the Operations Manager and contribute to an efficient and effective technical support team ensuring the department is offering the best level of service.
A successful candidate will also have the potential to grow into a team leader position, recruiting alongside organic growth. You will drive efficiencies work closely with our DevOps Team.
You will assist our DevOps Team with QA testing and performance of our AWS server account.
Who are CloudVPlus Holdings Ltd?
We deliver bespoke VSAAS solutions to customers across the UK and Europe, securely storing their CCTV footage to the cloud. The majority of our customers are with us long term, meaning that our customer service is ongoing and we must maintain extremely high levels of customer satisfaction.
We have a diverse range of customers, from Housing Associations, Medical Facilities to SME's and residential, and our support team have to adapt their approach to the technical prowess of the customer needing support. A small company with big ambitions, you will be part of an exciting journey.
The right candidate will have:
- A passion for IT and a thirst for knowledge
- Excellent and demonstrable customer and interpersonal communication skills
- The ability to work under pressure during high-priority incidents
- Demonstrate a logical train of thought, with analytical thinking to support route cause analysis and problem-solving skills
- Substantial knowledge, acquired through hands-on experience, in a specialist technical support environment for hardware, software and relevant IT technologies
- Deep understanding of database technologies MySQL & PostgreSQL
- Backend management of operating systems using CMD/Terminal
- Strong understanding of network settings including TCP/IP, VLANs, routing, firewalls, port forwarding and NAT etc.
- Excellent hands-on experience in Linux (Ubuntu/centos) with Bash shell and scripting knowledge.
Desirable but not mandatory
- Experience with using and administering Amazon Web Services
- Understanding of CyberSecurity
- Cisco/Networking certifications
- M365 experience
//What you will be doing
- Provide 1st, 2nd and 3rd line support to our customers and sales team
- Internal IT infrastructure management
- IT projects
- Assisting with recruitment and developing a support team forward in terms of skills and efficiencies
//Compensation
- 25K-30K depending on experience
- New modern office with free beverages
- Casual dress code in the office
- Free onsite parking - central location near Port Solent
Job Type: Full-time
Salary: £27,911.00-£29,126.00 per year
Benefits:
- Free parking
Schedule:
- Monday to Friday
Supplemental pay types:
- Performance bonus
Ability to commute/relocate:
- Portsmouth, Hampshire: reliably commute or plan to relocate before starting work (required)
Work Location: In person
Expected start date: 15/05/2023
Candidate Selection & Onboarding Process
Application & Resume Screening
Submit your tailored CV/Resume directly to the talent acquisition portal.
Technical & Competency Interviews
Virtual interviews with the hiring manager and multidisciplinary team.
Formal Offer & Benefits Negotiation
Written agreement outlining compensation, equity, retirement vesting, and relocation allowances.
Onboarding & Corporate Integration
Equipment provisioning, team orientation, and commencement of duties.
United Kingdom Right to Work & Skilled Worker Visa Guide
Employment in the United Kingdom requires legal Right to Work verified under the Home Office Points-Based Immigration System:
Sponsoring employers must hold an active Home Office A-rated Sponsor License and assign a valid Certificate of Sponsorship (CoS). Role must meet the general minimum salary threshold (£38,700) or occupation going rate.
Continuous employment under Skilled Worker status establishes eligibility for Indefinite Leave to Remain (ILR) after 5 continuous years, leading to British Citizenship.
Candidate Preparation Blueprint: General
Based on transatlantic hiring benchmarks for 2nd/3rd Line Support Engineer roles across CloudVPlus Holdings Ltd's corporate sector, successful applicants typically excel across three core dimensions:
Demonstrated portfolio evidence, architecture/system design case studies, or validated professional certifications directly applicable to General.
STAR method competency responses highlighting cross-functional leadership, conflict resolution, and delivering measurable enterprise ROI under tight timelines.
Total compensation expectation aligned within the benchmarked £27,911 - £29,126 bracket, including retirement vesting and health parity.
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