3rd Line Support Engineer
August 24
🔄 Hybrid – Manchester
Description
• Act as an escalation point for 1st and 2nd line engineers • Mentor and coach engineering colleagues • Vet knowledge base articles • Provide email and telephone-based technical support • Resolve a wide range of technical customer issues • Escalate support requests as necessary • Manage timely resolution of open calls and call actions across all customers • Own incidents assigned to you and manage them through to resolution • Ensure escalation of technical or operational issues • Provide on-site support for customers as required • Deliver exceptional customer service
Requirements
• Microsoft Windows server (2012, 2016 and 2019) • O365 and its complimentary addons (OneDrive, Teams, Flow, Planner, Delve etc) • Advanced virtualisation troubleshooting (HyperV/VMware) • Advanced firewall troubleshooting (WatchGuard/SonicWall) • Advanced networking skills • Advanced InTune/MDM skills • Storage troubleshooting (SANs & NAS) • Advanced Exchange troubleshooting • Advanced SQL Server troubleshooting • Antivirus (particularly ESET & Sophos) • Advanced Firewall skills (WatchGuard/SonicWall) • Advanced Networking skills (managed switching, VLAN’s) • Excellent general hardware/software troubleshooting and problem-solving skills • ITIL foundation accredited • Full clean UK drivers license for client-site travel
Benefits
• Competitive salary and the ability to progress • Enhanced holiday allowance increasing with length of service, plus bank holidays, we even give you the day off if you’re working to celebrate your birthday • Hybrid working policy – your wellbeing matters to us • Company pension scheme • 6-months of full pay during maternity leave – subject to length of service • 2 paid leave days per year to volunteer and support your local community – if it matters to you it matters to us • Health cash plan with free access to a confidential Employee Assistance Programme (EAP) supporting bereavement, financial, health and wellbeing, and much more • Life assurance • Cycle to work scheme, electric vehicle scheme, tech scheme and retail discounts • State-of-the-art office with free parking • Free 24-hour on-site gym at our Manchester and Leeds locations • Long service gifts to celebrate all the milestones • “Teach the Techie” sessions ran by our very own experts • Beer (or soft drinks) and Pizza Friday’s, dress down every day, social events such as Summer BBQ, Christmas party and lots lots more.
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