3rd Line Helpdesk / Support Engineer in Eastleigh, Hampshire

Established and trusted IT Managed Services company have an urgent requirement for a number of experienced customer focused Third Line IT Support Engineers to join their team based at their beautifully refurbished offices located perfectly in Chandlers Ford.

My client is an ISO accredited growing managed IT support company based in Chandlers Ford, Eastleigh, Hampshire providing IT support, Cyber Security, VoIP and Cloud services to businesses across the South Coast and beyond. My client is urgently seeking to appoint a number of Senior IT Support Engineers to the business as part of their continued growth. The position is of a full time and permanent nature and will be predominantly office based with some flexible hybrid working available.

The successful candidate will have a proven track record of supporting IT networks and systems on various scales and ideally would have worked in a similar role within a Managed Service (MSP) and gained at least 5 years of commercial experience.

• Providing users with regular communication on the progress of investigations and planned solutions by phone.
• Providing Third Line support responding to support queries and escalations from more junior members of staff across all customer sites.
• Installation, configuration and deployment of new and existing hardware and software in line with defined procedures.
• Create and maintain quality documentation on standard problem resolutions, fixes and updating of the technical knowledge base, by following the IT Glue documentation guide.
• Understand requirements of all processes and workflows within the business by reading/completing assigned documentation and training materials.
• Monthly training sessions about new services/topics/training.

My clients IT support engineers need a strong blend of technical expertise (hard skills) and interpersonal abilities (soft skills) to diagnose and resolve issues efficiently while providing excellent customer service.

• Operating Systems (OS): Proficiency in various operating systems, including Windows, macOS, and Linux environments.
• Networking Fundamentals: A solid understanding of network protocols (TCP/IP, DNS, DHCP), hardware (routers, switches, firewalls), and troubleshooting connectivity issues (using tools like Wireshark).
• Hardware & Software Support: Experience with installing, configuring, and troubleshooting computer hardware (desktops, laptops, printers, mobile devices) and software applications (Microsoft 365, antivirus programs).
• System Administration: Skills in managing user accounts and permissions (e.g., in Active Directory), performing data backups and recovery, and monitoring system performance.
• Cybersecurity: Familiarity with cloud services and platforms such as Microsoft Azure, or Google Cloud, as many businesses migrate to cloud infrastructure.
• Experience using help desk software (Halo, Jira, ServiceNow, Zendesk) to manage and track issues, and the ability to create clear technical documentation and knowledge base articles.
• Knowledge of scripting languages like Python or PowerShell to automate routine tasks and improve efficiency.
• Working effectively with other IT professionals and cross-functional teams to resolve issues and share knowledge.
• Adaptability & Continuous Learning: The tech field evolves rapidly, so the willingness to learn new technologies, adapt to change, and stay updated with industry trends is essential.

My client offers a competitive salary and benefits alongside a superb working environment within a friendly, professional and supportive team and there are excellent opportunities for further development within the industry. Vendor accredited training will be available and subsidized in a variety of areas.