3rd Line Engineer

Job Description

We are a Successful IT Company, based in Portsmouth, Hampshire.We have a buzzy and friendly team, who are dedicated brand ambassadors to the Westlake Clients, and who pride themselves on providing a first-class service, while having fun at work.As a small to medium company, there is a real family feel here, where youll join a business that cares about you as a person - you wont be just a number.With our expanding Client base across the South of England, we now have an opportunity for a Senior engineer with field service experience, to look after our Clients from Bristol to Exeter.Youll be supported from the office by a fabulous leadership team, a Senior 3rd Line Engineer and the 1st and 2nd Line Helpdesk Team who work hard to support and maintain clients IT systems and provide efficient desktop support to all business users. Theteam is responsible for resolving any IT-related faults quickly and efficiently in-line with SLAs, which includes a broad range of queries.Here are the details of your Remote Role:

• Based from home, you will conduct regular and emergency site visits to clients between Bristol & Exeter
• Your Mileage / travel will be covered by the Company
• You will be required at the office in Portsmouth for the Quarterly meetings, of which your travel and an overnight stay in a hotel if required will be paid for you.

Now, lets take a look at the benefits of joining this Company:

• Remote working from home - fully set up from a Tech Perspective
• Huge Bonus Scheme, where 10% of the Companies Projects Profits are split between the team twice a year! So, youll be able to treat yourself to a little something special!
• A lovely office, in a fabulous location with Free Parking (for when you pop to the office occasionally)
• Death in Service - should the unthinkable happen, your family will be taken care of.
• Youll get to work with a team who will become more than colleagues. Theyre Family.
• MS Exams required for your job role will be paid for by the Company.

Here is a little about your role and responsibilities:

• Working from home, youll be supporting the Companys Clients in a 3rd Line capacity with regular on-site visits.
• Identify issues and pro-actively offer solutions to improve performance.
• Ensuring calls are answered in a timely manner, calls logged accurately and promptly, that all information held is correct
• Prioritise daily tasks and raise any concerns with the Head of Operations & Projects.
• Act as a point of escalation for the IT Technicians for complex requests, these include receiving, analysing and managing customer support issues via telephone, email or in person and carrying out diagnostics on customer support calls.
• Review and address any client complaints, rectify issues and liaise with Head of IT Operations & Projects to provide effective solutions.
• Review prioritising of incidents and requests and mentoring of team to ensure consistency.

Position RequirementsSoft Skills:

• Demonstrate progressive experience within a fast paced technical support team.
• A can-do attitude and ability to adapt in a dynamic environment
• Carry out both planned and reactive service visits as scheduled in a timely manner
• Be used to providing on-site and in person support to clients and confident when speaking with client
• Proven track record of developing and providing Service Level Agreements and Helpdesk deliverables
• Strong understanding of the organisations goals and objectives
• Exceptional written and verbal communication skills
• Strong documentation skills
• Ability to give instructions to a non-technical audience

Technical Skills @ Senior Level (not all skills are essential)

• Wide range of hardware skills
• Network: TCP/ DCHP/ DNS / VPN / Routers / Switch / Patch / Firewall (Sonicwall) (essential)
• Windows Server 2016 and higher, DHCP / RDS (essential)
• Hardware: UPS, Raid, SAN (essential)
• Wide range of software / administrating skills
• MS Active Directory / Azure architecture and AD sync
• Technical knowledge of Teams Voice
• Administrating AZURE Backup and/or other backup systems
• HyperV / Citrix / VMware
• O365 and OS 10, OS11 (essential)
• 365 Admin Centre: administrating users, emails, calendar security groups, teams, SharePoint, OneDrive (essential)
• 365 Security Centre
• MySQL on Centos
• Avaya PBX

Certificates (nice to have)

• Microsoft Certified Azure Fundamentals
• Azure Administrator AZ-104
• Microsoft 365 Security Essentials
• Microsoft 365 Defender Advanced Security
• Migrating to Azure AD

If this is the perfect opportunity for you, please apply today and lets get the ball rolling with an interview.Job Types: Full-time, Permanent