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For Companies At a Glance
- Tasks: Provide expert-level IT support and manage complex technical solutions.
- Company: Join a leading ICT supplier with 30 years of experience in innovative services.
- Benefits: Enjoy hybrid working, generous holiday, and wellness days plus private medical insurance.
- Why this job: Be part of a dynamic team, enhance your skills, and make a real impact.
- 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 - 47000 £ 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, as this role heavily involves Incident, Problem, Change, and Service Request management. Being able to discuss your understanding of these concepts during the interview will show that you're well-prepared and aligned with the company's standards.
✨Tip Number 2
Brush up on your technical skills related to Windows 10/11, Microsoft 365, and Intune. Be ready to provide examples of how you've managed or optimised these environments in previous roles, as practical experience is key for a 3rd Line Support Engineer.
✨Tip Number 3
Prepare to discuss your experience with PowerShell scripting and endpoint security solutions. Highlight any specific projects where you implemented these technologies, as this will demonstrate your hands-on expertise and problem-solving abilities.
✨Tip Number 4
Showcase your leadership skills by discussing how you've mentored or provided technical guidance to Level 1 and Level 2 engineers. This will illustrate your capability to take on a technical lead role and support team development.
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 in 3rd line support, particularly with technologies mentioned in the job description such as Windows 10/11, Microsoft 365, and PowerShell scripting. Use specific examples to demonstrate your expertise.
Craft a Strong Cover Letter: Write a cover letter that addresses the key responsibilities of the role. Explain how your background aligns with their needs, particularly your experience in managing escalations and providing technical leadership.
Highlight ITIL Knowledge: Since the role requires knowledge of ITIL practices, be sure to mention any relevant certifications or experiences you have with Incident, Problem, Change, and Service Request management in your application.
Proofread Your Application: Before submitting, 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
Since the role involves working within ITIL areas, make sure you understand the principles of Incident, Problem, Change, and Service Request management. You might be asked how you've applied these in previous roles, so have examples ready.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills. Think about past incidents you've managed, how you approached them, and what the outcomes were. This will show your ability to lead during major incidents.
✨Demonstrate Leadership Skills
You'll be providing technical leadership to Level 1 and Level 2 engineers, so highlight any experience you have in mentoring or leading teams. Discuss how you've supported junior staff and contributed to their development.
