3rd Line Support Engineer

Location: Hybrid (London) 4 Days Remote Per Week.

Salary: £50,000 per annum

Overview:

An exciting opportunity has arisen for an experienced 3rd Line Support Technician to join a dynamic and fast-paced environment. The ideal candidate will have a strong background in IT Managed Service Providers, with a passion for technology and delivering outstanding customer service.

Key Responsibilities:

• Provide 3rd line technical support to both customer-facing and internal teams.
• Troubleshoot and resolve issues across operating systems, hardware, applications, storage, virtualization, and networking.
• Monitor service desk telephones and ticketing systems to ensure timely responses.
• Log, categorise, prioritise incidents and service requests while adhering to SLAs.
• Manage and maintain existing support platforms including Zendesk, Barracuda Managed Workplace (RMM), PRTG, Netsuite, and various Vendor Support Portals.
• Perform server administration tasks, including user/group management, security permissions, resource monitoring, and event log analysis.
• Support cloud configuration and automation initiatives across multiple platforms.
• Maintain and configure network devices such as routers, switches, and firewalls.
• Support remote connection solutions including VPNs and Azure Virtual Desktop.
• Act as a point of escalation for complex issues from 2nd line support.
• Contribute to the creation and upkeep of knowledge base articles.
• Provide occasional project support, including some out-of-hours work and travel to customer sites.
• Mentor and support the development of junior team members.
• Manage vendor and supplier relationships for effective incident resolution.

Essential Skills and Experience:

• Administration of Microsoft Active Directory, Azure, and Office 365.
• Experience in troubleshooting network connectivity issues.
• VMware and Hyper-V deployment and support.
• Intune and Azure Virtual Desktop administration.
• Previous experience in a commercial IT Managed Services Provider environment.
• Microsoft Certification: AZ-104.MS-102
• Strong analytical and problem-solving skills.

Desirable Skills:

• Networking certifications.
• Familiarity with the ITIL framework.
• Degree in a relevant field.

Benefits:

• Competitive salary and benefits package.
• Flexible, hybrid working model.
• 25 days annual leave plus bank holidays (option to sell up to 5 days).
• Private medical insurance.
• Company pension scheme.
• Funded social events and referral bonuses.
• Excellent learning and development opportunities.

Working Hours:

• 40-hour work week (Monday – Friday).
• Rotating staggered start times to cover 8:00am – 6:00pm.