3rd Line Technician / Solutions Architect

Tela is a fast-growing, staff-focused company. We are constantly evolving and are incredibly excited about the constant changes in technology. The way we bring these changes to market means we need a great team around us. This role is for a senior IT professional who resolves complex technical issues, supports IT projects, manages systems, ensures security, and plans for future needs, all while mentoring junior team members and communicating effectively with customers. The successful candidate will contribute to the team by delivering a high level of technical customer support service, delivering on Tela’s values of providing exceptional customer care.

Key Objectives

This job role involves providing advanced technical support and troubleshooting, acting as the final escalation point for complex IT issues. The role also includes assisting with IT project implementation, performing high-level system administration on various environments, managing incidents and problems to improve system reliability, creating technical documentation, ensuring cybersecurity, monitoring system performance, planning for capacity, and communicating effectively with both customers and internal teams. This individual will also act as a role model for junior team members.

Key Tasks & Responsibilities Include:

• Technical Support and Troubleshooting
  • Serve as the final escalation stage for the 1st and 2nd Line support team, resolving complex technical tickets.
  • Diagnose and resolve advanced hardware and software issues; including network problems, server issues, and application errors.
• System Administration
  • Perform high-level system administration tasks on servers, networks, and cloud environments.
  • Ensure proper configuration, maintenance, and monitoring of IT infrastructure.
• Incident and Problem Management
  • Analyse recurring incidents to identify underlying problems.
  • Implement solutions to prevent future occurrences and improve overall system reliability.
  • Provide training/development recommendations to the management team.
  • Support the service desk team, as requested.
• Project Implementation and Support
  • Assist in the planning, design, and implementation of IT projects for new and existing customers.
  • Provide expertise in the deployment of new systems, upgrades, and migrations.
• Technical Documentation
  • Create and maintain comprehensive documentation for systems, procedures, and project plans.
  • Document configurations, troubleshooting steps, and resolutions.
• Cyber / Security
  • Ensure IT systems and networks are secure from threats and vulnerabilities.
  • Implement and manage security measures, such as firewalls, antivirus software, and intrusion detection systems.
  • Conduct regular security audits and vulnerability assessments.
  • Work within the parameters of ISO 27001, taking guidance from the compliance team as needed.
• System Monitoring
  • Monitor system performance and identify areas for improvement.
  • Implement performance tuning and optimisation techniques to ensure optimal system operation.
• Capacity Planning
  • Analyse system capacity and plan for future growth and scalability.
  • Ensure resources are allocated effectively to meet current and future demands.
• Communication and Interaction
  • Provide high-level support to customers, ensuring excellent service delivery in line with Tela’s values.
  • Communicate effectively with customers, ensuring technical solutions are explained to customers in simple terms that address their concerns and requirements.
  • Work closely with other internal teams, including 1st/2nd line and the projects team.
  • Act as a role model for junior team members.

Person Specification:

Required Experience

• Five years+ experience as an IT Engineer working for an MSP.
• Proficiency in advanced troubleshooting of hardware, software and network issues.
• Strong knowledge of operating systems (Windows and macOS).
• Experience with virtualization technologies (VMware, Hyper-V).
• Expertise in cloud services (Azure).
• Deep understanding of networking protocols and services.
• Firewall management.

Required Certifications

• BSc in Computer Science, Information Technology, or equivalent.
• Relevant certifications (e.g., Microsoft Certified: Azure Solutions Architect, Cisco Certified Network Professional (CCNP), CompTIA Advanced Security Practitioner (CASP+)).

Core Competencies

• Exceptional communication and rapport building skills.
• A team player who works well with others, while also being able to work independently.
• Awareness of Tela’s key products/service offering.
• Self-motivated and organised, with the ability to work in a fast-paced environment and deal with change/pressure as it arises.
• A valid drivers’ license is required for this role.

Employee Benefits:

• 21 days holiday rising for every year served to a maximum of 26.
• Healthcare & Wellness plan, on passing probation.
• Employee Assistance programme, on passing probation.
• Employee Discount Scheme, on passing probation.
• Private Medical Care, available after two years’ service.
• Life Assurance, available after two years’ service.