3rd Line IT Service Desk Engineer

Job DescriptionOverview of the roleWe are recruiting an experienced 3rd Line IT Engineer to join our busy Service Desk. We currently have a team of four knowledgeable engineers who all support each other to get the best resolution for our customers. We are looking for someone who wants to come join an outgoing service desk and help support the more junior engineers. We fully support our colleagues with training and progression plans and opportunities, ensuring you have the tools you need to progress your career. There is an on-call expectation with this role of once a month.Benefits of working for Tailor Made Technologies:A competitive salaryTraining opportunities set out with a clear training structureProgressive working environment with access to voice your opinions to decision makers25 days holiday plus bank holidaysYour birthday offFlexi health plan cover and access to a range of Health BenefitsIT purchasing schemeCompany pensionAn active Social Committee who plan monthly competitions and eventsA brilliant breakout room with free breakfast and a pool tableJoin a Trusted Partner for Transformative Managed Technology​Experts in Managed IT, Cyber Security and Communications solutions, Tailor Made Technologies (TMT) is on a mission to help small and medium-sized enterprises leverage business technology to achieve their goals.​Partnership-focused with a deep and deliberate understanding of customers’ strategic goals, our in-house teams tailor our services to suit every client’s unique requirements and drive business growth.​Through comprehensive offerings, broad technical knowledge and excellent customer service, we ensure your business-critical IT and Communications systems work seamlessly in the background, unleashing you to fulfil your targets.Duties and responsibilities of our 3rd Line IT Service Desk Engineer:Advanced Technical Support: Provide expert-level technical support to address complex issues escalated from lower tiers (1st and 2nd line support). This may involve troubleshooting hardware, software, and network-related problems.Incident Management: Take ownership of escalated incidents, ensuring they are resolved efficiently and effectively within agreed-upon service level agreements.Problem Management: Identify underlying root causes of recurring incidents and implement long-term solutions to prevent their recurrence. Conduct thorough root cause analysis and document findings for future reference.Change Management: Assess and implement changes to IT systems and infrastructure, ensuring minimal disruption to operations.Technical Documentation: Create and maintain comprehensive documentation.Customer Support: Interface with external vendors and third-party service providers to resolve technical issues and procure necessary hardware or software.Training and Mentoring: Provide guidance and support to junior engineers and support staff.On Call: There is an expectation to be on call once a month.Your previous experience:Microsoft Windows desktop and server configuration and support experienceMicrosoft Exchange On Prem and Online configuration and support experienceTerminal server environment configuration and support experience (Citrix, AVD, RDS)Active Directory configuration and administrationStrong knowledge and understanding of Group PolicyStrong general networking skills (CLI, Subnetting, NAT)Good understanding of DNSRouter configuration and support experience (Cisco, HP, Draytek)Firewall configuration and support experience (Watchguard, SonicWALL)HP ProLiant & Dell PowerEdge Server Hardware support experienceVMware & Hyper V support experience (VCP an advantage)Storage technologies (NAS, NetApps, Synology)Strong understanding of Office 365Strong understanding of Microsoft AzureStrong understanding of Microsoft IntuneStrong understanding of SSL Certificates7Essential Skills:Excellent communication skillsOrganisational skillsResults driven with a proven track recordTeam playerSelf-motivated and proactiveAbility to be resilient and to work under pressure