3rd Line IT Support Engineer

Job Description

Our Client are a Successful IT Company, based in Portsmouth, Hampshire.They have a buzzy and friendly team, who are dedicated brand ambassadors to the Companies 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 their expanding Client based across the South of England, we now have an opportunity for a Senior 2nd Line looking for a step up, or an existing 3rd Line IT engineer, to look after the 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 a fortnightly site Visit 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.

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 RequirementsEssential Skills:

• Demonstrate progressive experience within a fast paced technical support team.
• Be used to providing on site and in person support to clients.
• Understand and be comfortable with the pace of a busy MSP.
• Proven track record of developing and providing Service Level Agreements and Helpdesk deliverables.
• Solid relationship management and performance management skills.
• Ability to motivate and direct more junior staff members.
• Strong understanding of the organisations goals and objectives.
• Exceptional written and verbal communication skills.
• Strong documentation skills
• Solid technical background with an ability to give instructions to a non-technical audience
• Office 365 and its applications, knowledge of Microsoft OneDrive and SharePoint
• Troubleshooting skills
• Extensive technical knowledge of Teams Voice

Technical Skills @ Senior Level

• Knowledge of MS Active Directory architecture & GPO
• Extensive technical knowledge of Teams Voice
• Administrating AZURE Backup/ other backup systems
• Microsoft Windows Server / Hyper V (current and supported versions)
• Network (TCP/ DCHP/ DNS / VPN / Routers / Switches)
• MS 365 (current and supported versions)
• A Microsoft certification such as an MCSE or MCITP
• Relevant 2nd line / 3rd line / Helpdesk support experience
• Microsoft based operating systems with emphasis on Windows desktop technologies (Windows 10)
• O365
• SharePoint setup and administration
• O365 E-Mail permissions, calendar sharing, and delegation)
• A Microsoft certification such as MCP or MCTS

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

• Remote working from home - fully set up from a Tech Perspetive
• 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.

If this is the perfect opportunity for you, why not apply today and lets get the ball rolling with an interview.