3rd Line IT Support Technician in Woodstock, Oxfordshire

Here at Ridge, we are pioneers in the Built Environment Consultancy industry where we continually expand our expertise and nurture our talent with a focus on quality, innovation and growth. And due to this growth, we are now looking for a 3rd Line IT Support Technician to join our growing, dynamic Technology team. Our Technology team are fully committed to providing exceptional service by placing the users experience at the heart of everything they do, whilst creating a culture where you can thrive and do your best work.

Reporting to our Service Delivery Manager and based at our head office in Oxford, Woodstock, you will play a key role in delivering 3rd line, end user compute and Desktop Support to approx. 1350 users covering cutting edge hardware, software and infrastructure technologies. You will have the opportunity to combine both end-user support with 3rd Line/infrastructure support and system maintenance tasks ensuring a real diversity of duties.

The Role

• Working with the entire Technology team including Service Desk, L2 and SAM/HAM team on escalated issues, support, major incident management and knowledge transfer
• Resolving issues for Ridge in accordance with agreed procedures
• Administer and maintain the Ridge network and infrastructure
• Administer the VMware infrastructure and SANs
• Monitor and troubleshoot server and network performance
• Liaise with 3rd parties in regard to logging and resolving technical queries
• Carry out 3rd line daily checks, reporting & resolving issues to the agreed procedure
• Ensure DR systems are fully operational and business continuity plans are current and that there is secure access to key services and data from any location
• Creation and maintenance of high-quality documentation, manuals and procedures
• Take ownership of the lifecycle of customers software as defined by the Manager, ensuring new software and its subsequence updates are fully tested before entering the production environment
• Proactively look at ways of making improvements in all areas of the clients IT
• Apply knowledge of Information Security to ensure all company data and systems are kept safe from threats
• Attend and/or host regular status meetings with the team and management
• Effectively communicate IT or any other relevant information to colleagues in a timely manner

Technical Skills

Essential understanding of:

• Security Infrastructure
• Cyber Security best practices
• Windows Desktop environments, including the latest Windows Version
• Windows Server OS
• Microsoft 365 Cloud Platform
• Networking systems and services
• Virtualisation technologies such as VMware / Hyper-V
• Information Security best practices
• ITIL best practices
• Backup and DR systems
• On premise AD and Cloud Entra ID Environments
• Understand Change Control
• ITSM systems and excellent ticket management

As our 3rd Line IT Support Technician you will need to occasional travel to other Ridge sites throughout the UK and work the occasional evenings and weekends. A full UK driving license is essential