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For Companies At a Glance
- Tasks: Provide expert-level IT support and manage escalations for complex technical solutions.
- Company: Join a leading ICT supplier with 30 years of experience in innovative services.
- Benefits: Enjoy hybrid working, generous holiday entitlement, and a range of employee benefits.
- Why this job: Be part of a dynamic team, enhance your skills, and make a real impact in tech.
- Qualifications: Experience with Windows, Microsoft 365, and strong technical troubleshooting skills required.
- Other info: Flexible shifts and occasional weekend work with prior notice and adjusted pay.
The predicted salary is between 37000 - 48000 £ per year.
Salary: £43,000 - £45,000 per annum
Location: Caerphilly, South Wales (Hybrid working arrangement Mon & Fri optional WFH days)
Role Information
Our client offers IT Managed Services and Solution Design to complement several other products. As the 3rd Line Support Engineer, you will be pivotal in providing expert-level support, managing escalations, and leading complex technical solutions. Normal hours cover 08:00 - 18:00pm. Shifts are either (09.00 - 17:30pm), (08:00 - 16:30pm), or (09:30 - 18:00pm). As part of the support delivery team, occasional weekends or bank holidays may work, but the requirement would be communicated in advance, and pay would be adjusted accordingly.
Responsibilities
- Delivering outstanding 3rd line technical support whilst working to high standards in the ITIL areas of Incident, Problem, Change and Service Request.
- Working as a technical lead on major incidents, problem management and root cause analysis.
- Managing and optimising enterprise end-user computer environments, including Windows, MacOS, mobile devices, VDIs and collaboration tools.
- Managing and supporting Microsoft 365, Intune, Active Directory and Group Policy.
- Deploying and managing endpoint security solutions, patching and compliance policies.
- Providing technical leadership to Level 1 and Level 2 engineers.
- Maintain and update IT documentation.
Experience
The successful candidate will have support experience of:
- Windows 10/11, Microsoft 365, Intune, Autopilot, Azure AD, Group Policy, Intune configuration policies and Sentinel.
- Server technologies.
- Firewall and VPN management.
- LAN/LWAN/WAN, DNS, DHCP.
- Hands-on expertise in PowerShell scripting.
- Back-up solutions and AV technologies.
Desirables
- Experience with device management solutions.
- ITIL v3/4 Foundation.
- UC Technologies.
- Database systems.
- Use of 3rd party patching tools.
With 30 years of experience and expertise in providing innovative products and services, our client is a leading ICT supplier to many private and public sector companies.
Remuneration
- 25 days holiday entitlement rising to 28 days after 5 plus years of service.
- Holiday Purchase Scheme.
- A company supported CSR Volunteer Day.
- 2 days for personal wellbeing.
- Pension including the option to join Salary Sacrifice/Exchange for Pension scheme (SXP).
- Electric Vehicle salary sacrifice scheme.
- Death in Service x4 basic salary.
- Private Medical Insurance is available, partially subsidised.
- SAGE Employee Benefits scheme.
- Salary sacrifice charity donation scheme.
- Hybrid working arrangement Mon & Fri optional WFH days.
For immediate consideration please send your CV in today.
3rd Line Support Engineer employer: Sadler Recruitment
Contact Detail:
Sadler Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 3rd Line Support Engineer
✨Tip Number 1
Familiarise yourself with ITIL principles, especially in Incident, Problem, Change, and Service Request management. This knowledge will not only help you understand the role better but also demonstrate your commitment to high standards in support delivery.
✨Tip Number 2
Brush up on your technical skills related to Windows 10/11, Microsoft 365, and Intune. Being able to discuss your hands-on experience with these technologies during an interview can set you apart from other candidates.
✨Tip Number 3
Prepare to showcase your problem-solving abilities by discussing past experiences where you managed major incidents or conducted root cause analysis. Real-life examples will illustrate your capability to handle complex technical solutions.
✨Tip Number 4
Network with current or former employees in similar roles to gain insights into the company culture and expectations. This can provide you with valuable information that you can use to tailor your approach during the interview process.
We think you need these skills to ace 3rd Line Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the 3rd Line Support Engineer role. Focus on your expertise in Windows, Microsoft 365, and any hands-on experience with PowerShell scripting.
Craft a Strong Cover Letter: Write a cover letter that showcases your passion for IT support and your ability to manage escalations and lead technical solutions. Mention specific examples of how you've delivered outstanding support in previous roles.
Highlight ITIL Knowledge: Since the role involves working within ITIL frameworks, emphasise any ITIL v3/4 Foundation certifications or relevant experience you have. This will demonstrate your understanding of incident, problem, change, and service request management.
Proofread Your Application: Before submitting your application, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for a technical support role.
How to prepare for a job interview at Sadler Recruitment
✨Showcase Your Technical Expertise
As a 3rd Line Support Engineer, you'll need to demonstrate your knowledge of Windows 10/11, Microsoft 365, and other relevant technologies. Be prepared to discuss specific experiences where you've successfully resolved complex technical issues.
✨Understand ITIL Framework
Familiarise yourself with the ITIL areas of Incident, Problem, Change, and Service Request management. Highlight any relevant certifications or experiences that showcase your understanding of these processes during the interview.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to manage major incidents. Think of examples from your past roles where you led a team through a challenging situation or implemented a successful solution.
✨Demonstrate Leadership Skills
Since you'll be providing technical leadership to Level 1 and Level 2 engineers, be ready to discuss your leadership style and how you've mentored or guided junior staff in previous positions. This will show your potential employer that you're not just technically proficient but also a team player.
