3rd Line Support Engineer

Our client are a Microsoft Golf partner, managed service business who look after 100s of SME and Small Enterprise clients across the Northwest.

This is an opportunity for a dynamic Senior Service Desk or 3rd Line Engineer to join a fast-growing IT Managed Service Provider. The role will be based within our Service Desk reporting to our Service Desk Manager, working on tickets and directly assisting customers. 

Initially office-based with scope to work on-site through site visits, assisting with project work and prescheduled onsite maintenance days. This will also progress into assisting the project team with project delivery.

Due to expected growth within the business, the suitable candidate will progress into standalone project work in the future. We take a proactive view on progressing employees careers and don’t restrict Service Desk Engineers purely to ticket work. 

General duties will include:

·         Resolving customer issues via a ticketing system, phone and email. 

·         Detailed and complex tickets that have been escalated from the Service Desk.

·         Supporting Service Desk Engineers and providing knowledge transfer where required. 

·         Ability to work free standing and proactively look for opportunities to provide better service to the customer base. 

·         Working with customers on complex issues that require attention to detail and a high level of customer service understanding. 

·         Working to Service Level Agreements

·         Working on complex alert and monitoring tickets to proactively prevent downtime. 

·         Switching configurations and troubleshooting including Cisco, Meraki, HP.

·         Firewalls and Router configurations and troubleshooting including Meraki. 

·         Advanced Windows Server troubleshooting including 2012/2016/2019 versions. 

·         Windows endpoint troubleshooting including Windows 7 and Windows 10. 

·         Advanced Office 365 Administration including troubleshooting and setting up.

·         VMware knowledge is required for this role, with previous experience expected. 

·         Advanced TCP/IP, Lan, Wan and VPN troubleshooting.

·         Building solid relationships with customers. 

·         Delivering suitable on-site work when requested by other teams within the business, such as delivering hardware or very basic setup within experience range to assist with any resource limitations within the business. 

About You

You will have:

·         Five years’ experience in end-user support

·         Three years’ experience of working on a Service Desk/Help Desk

·         Suitable Qualifications to demonstrate understanding of Microsoft or Hypervisor solutions

·         Excellent customer services skills

·         High level of interpersonal skills

·         An ability to accurately triage technical requests.

·         A valid UK driving license. 

 Benefits

·         Tools to get the job done – A new high-spec Dell laptop and mobile phone expenses 

·         Cashback Healthcare Plan

·         Career and personal development 

·         Annual away day for feedback and positive change 

·         Fun CSR activities, friendly environment and relaxed workplace 

·         Social days/evenings out and the company festival (Coming soon)

·         Hot lunch on last Friday of every month, with a catered-for style lunch every quarter

·         Xmas parties (which are on another level!)

·         Weekly fruit basket, tea, coffee and fruit juice provided

·         Inpowa - employee reward system – prizes for the great work you do

·         Annual Incremental holidays (maximum of 5 extra days after 3 years’ service)

·         Ability to purchase holidays

·         Long service rewards and awards

·         Pension Scheme

·         Career Progression policy of internal recruitment over external

Job Title: 3^rd Line Support Engineer

Location: Barrowford / Manchester – Flexible working (after probation period) - you will be required to hold a valid driver’s licence as you will be required to travel to client site on occasion