Senior IT Engineer / 3rd Line

Job Description
SENIOR IT ENGINEER / 3RD LINE
BASED BURNLEY, ONSITE, ONE DAY WFH, WITH OCCASIONAL TRAVEL TO CLIENTS – NORTH WEST
UP TO 40K BASIC PLUS BENEFITS AND POTENTIAL CAR ALLOWANCE
Our client is a leading provider of ICT Solutions. Established for many years they are hugely successful and cover a broad range of sectors, including Corporate and Public. Due to internal promotion we are now looking for an additional Senior IT Engineer to join the expanding project and escalation team. Ideally we would like someone ambitious that is an accomplished 2nd line engineer and now wants to step up into a 3rd line / Project role and really develop their technical skills . Candidates must also be very client focused as providing an excellent level of service is vital for this role. The company are superb to work for and provide a great environment and culture with superb training and development opportunities to keep your technical skills as advanced as possible.
Main Responsibilities
Provide final level of escalation for customer incidents
Working across a wide variety of complex and interesting projects
Providing strong server and desktop support across our customer networks
Keeping clients updated as to the progress of their request / issue status
Maintaining agreed SLA’s
To provide an escalation point for sales/customers/technical, and to manage the solution
Liaise with third parties and vendors to resolve incidents with root cause analysis
Perform Incident Management & reporting on complex / large scale issues
Assist with mentoring colleagues in line with escalation procedures
Visiting client sites on occasions
Maintaining a high degree of customer service, professionalism and integrity
Producing and updating technical documentation, conducting infrastructure audits
Desirable Skills and Experience
%AA; Excellent communication skills (both verbal and written)
%AA; Ability to respond to customers under SLA and work under pressure
%AA; Possess experience as a strong 2nd line IT support or 3rd line and be keen to progress
%AA; Possesses significant knowledge of client / server and Internet systems architectures
%AA; Has developed complex technical solutions to IT problems
%AA; Excellent commercial/technical knowledge and experience
Experience of a support desk environment, ideally with in an MSP
Microsoft Cloud technologies – eg. Azure, O365
Network software including TCP/IP, DNS and DHCP protocols
Back up and replication technologies (Veeam is highly advantageous)
Scripting such as PowerShell, VBA
VMware & Hyper-V deep troubleshooting
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