3rd Line Engineer

Klipboard provides specialist software, services and support to deliver fully integrated trading and business management solutions to companies in the distributive trade - wherever they are in the world. With a unique depth of knowledge and experience in ERP/SaaS solutions, Klipboard has a wide range of clients including wholesalers, distributors, merchants and retailers from small traders to multinational enterprises. Klipboard has offices in the UK, Ireland, The Netherlands, South Africa, Kenya and North America. Our mission is simple: to design and deliver high performance, integrated ERP solutions that enable our distributive trade customers to source effectively, stock efficiently, sell profitably and service competitively.

We are seeking a 3rd Line Support Engineer to join our dynamic team and provide exceptional technical support to a global client base. This role offers the opportunity to transition from traditional IT solutions to advanced cloud and security technologies. The successful candidate will have an excellent base of experience and knowledge with traditional Microsoft technologies such as Windows Server, Active Directory, Group Policy and Microsoft 365.

The successful candidate will then work with the latest Microsoft services, developing expertise in areas such as:

• Azure Cloud & Virtual Desktops
• Microsoft Sentinel
• Microsoft Defender for Cloud
• Privileged Identity Management
• Microsoft Defender for Endpoint

This position involves operating in a fast-paced MSP environment to ensure the availability, performance, and security of customers’ cloud workloads.

Key Responsibilities:

• Provide high-quality support for incidents and service requests raised through our Service Desk, working with technologies such as Active Directory, Azure Active Directory, Group Policy, Exchange Online, Windows Server, and Remote Desktop Services.
• Respond to monitoring alerts for Microsoft Azure IaaS/PaaS/SaaS services, network connectivity, and Microsoft 365 services to proactively address potential issues.
• Investigate and resolve security alerts for Microsoft 365 users and Azure workloads, addressing concerns like user account security, suspicious activity, antivirus alerts, and Endpoint Detection and Response (EDR) notifications.
• Review, install, and test security and application updates, leveraging automation to maintain and improve customer environments.
• Ensure the operational integrity, performance, and security of customer cloud-based services through proactive monitoring and expertise.
• Collaborate with customers and internal teams to implement migrations and deliver solutions tailored to customer requirements.
• Maintain regular communication with customers via Service Desk tools and Teams meetings.

Working Arrangements:

• Hybrid working model: 3-4 days remote, 1 day in the office.
• All necessary equipment for home working will be provided.
• Shift pattern includes:

• Week 1: 6:30 AM to 3:00 PM
• Week 2: 9:00 AM to 5:30 PM
• Week 3: 1:30 PM to 10:00 PM

Candidate Profile:

• Be an effective communicator who prioritises customer satisfaction.
• Possess strong interpersonal skills to collaborate with team members and customer IT representatives.
• Have prior experience in a Service Desk environment with the ability to manage and prioritise tasks effectively.
• Be enthusiastic about learning new skills in cloud computing, IT security, and Microsoft solutions, pursuing relevant certifications.
• Exhibit a detail-oriented approach to problem-solving and task execution.

Skills, Knowledge and Experience:

• Proficiency in traditional Microsoft Windows Server solutions, including: Active Directory and Group Policy, File and Print services, Remote Desktop Services, PowerShell scripting.
• Fundamental knowledge of TCP/IP networking, VPNs, and network connectivity.
• Experience administering Microsoft 365 services (Email, OneDrive, Teams, SharePoint).
• Understanding of IT security practices and tools (e.g., Antivirus, Email Filtering, Web Filtering).

Required Experience:

• Previous experience within a 3rd Line Role is extremely desirable.
• Previous experience within an MSP environment is preferred.
• Active Directory: 3 years
• Microsoft Windows Server: 3 years
• IP networking: 2 years
• Microsoft 365 administration: 3 years
• Active Microsoft Azure, 365 & Windows Server certifications are preferred.

Equal Opportunities:

As a global company, we value and respect the diversity of our workforce, aiming to empower everyone to embrace each other's differences. We are committed to creating an inclusive workplace where diversity, equity, and inclusion are integral to our company and culture. We recognise the benefits of a diverse workforce, where creativity and valuing differences enable us all to thrive and sparks innovation.

If you require any help, adjustments and/or support during the interview and offer process then please advise our TA or HR team. Research shows that women and other underrepresented groups are less likely to apply for a role unless they meet every listed requirement. However, we recognise that skills and experience come in many forms, and we encourage you to apply even if you don’t meet every criterion. If you are passionate about this role and believe you have the right mindset and transferrable skills, we would love to hear from you!