Third Line IT Infrastructure Engineer

L3 IT Infrastructure Engineer
The Company
Syntax Integration is a boutique Managed Services Provider, primarily serving clients in the financial, property, and investment sectors. Our unique selling point is our commitment to quality of service and 24x7 customer support, which rivals that of our competitors, ensuring that we provide exceptional IT solutions tailored to the unique needs of our distinguished clientele.
The Candidate
A Level 3 IT Infrastructure Engineer on the Service Desk, acting as a single point of contact for our customers, logging and managing all calls, emails, and tickets within SLA, whilst acting as an escalation point for the Service Desk and implementing internal improvements.
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The successful applicant will be responsible for the delivery of support that enables our clients’ business systems to operate cost-effectively and robustly, the mentoring of junior/less experienced team members, monitoring, knowledge management, and documentation.
The ideal candidate will have at least 5 years’ experience of working on an IT Service Desk/MSP in a similar background/role with an appreciation of ITIL Service Management Disciplines i.e., Incident, Problem, and Change Request Management.
We are looking for a candidate who can adapt to the dynamic nature of our business which requires the candidate to be flexible in his or her approach to work to achieve operational efficiency for the client.
Essential Technical Skills (Required)
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In depth knowledge of Microsoft Cloud solutions, Office 365 (Exchange Online, SharePoint Online, OneDrive for Business) and Azure.
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In depth knowledge of Device Management and Remote Systems, i.e., Intune, Datto RMM, TeamViewer
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Strong understanding of Windows Server Operating Systems
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Strong understanding of Windows and MacOS
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In depth knowledge with laptop/desktop hardware troubleshooting
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Practical knowledge of troubleshooting TCP/IP, DNS, DHCP, Active Directory, Exchange, WDS
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Knowledge of troubleshooting of smart phones in reference to MFA and
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Practical Knowledge of file and folder security management in reference to NTFS permissions and SharePoint permissions.
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In depth knowledge using backup products and disaster recovery solutions (e.g., Azure, SkyKick, Barracuda and Spanning)
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Knowledge of Microsoft security suites e.g., Multifactor Authentication, Azure Audit Logs)
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Serve as an escalation point for our Service Desk Engineers
Desirable Technical Skills (Good to have)
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Experience with Mac operating systems.
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Good understanding of virtualisation technologies and cloud concepts.
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Experience of Azure Virtual Desktop and Entra Conditional Access.
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Experience administrating Mimecast and Barracuda.
Technical Certifications
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Microsoft 365 Fundamentals (MS-900)
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Microsoft Azure Fundamentals (AZ-900)
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Microsoft Azure Administrator Associate (AZ-104)
Shift Patterns
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Mon-Fri (09:00am – 5:30pm; 10:00am-6:30pm with 1 hour break included)