3rd Line Engineer - MSP

Tela Technology provides communication solutions and IT business services to businesses of all sizes across the UK. Offering services in Mobile, Unified Communications, IT Services, Connectivity, and Managed Services, we aim to help businesses grow and thrive.

The MSP arm of Tela acts as an extension to our customers’ business, providing a robust, technically-sound and friendly support service to customers within a wide range of industry sectors, from the legal industry to charities to education.

This is a full-time, permanent hybrid role for a 3rd Line Engineer, spending 2 days per week in our Hampton in Arden (Solihull) HQ, and 2 days per week in our Bromsgrove office. We are looking for a hands-on technical engineer who enjoys a varied role, combining support and project work to meet the needs of our growing customer base.

Duties include:

• Taking ownership for complex 3rd Line tickets assigned to you (directly assigned or escalated from 2nd Line) working with current technologies such as Azure, Microsoft 365.
• Firewall management and networking.
• Proactively involved in project work, including customer onboarding.
• Maintaining a high degree of service for all support queries and adhering to all service management principles.
• On-site visits as required, for both scheduled work, project and break-fix jobs.
• Supporting users in the correct use of equipment by providing any necessary guidance, training and advice.
• Acting as a mentor to junior team members.
• Security First approach working with Cyber Essentials and ISO27001 certified clients.
• Other duties as reasonably required.

Tela are a customer first organisation. We look for individuals that share this passion and take pride in the service they provide.

Technically, the candidate will need to be experienced in:

• Azure and other High Availability hosting environments.
• VDI platforms.
• Device and Endpoint management (MDM/MTD) platforms such as Intune, SOTI, ABM and Android enterprise.
• Routing and Networking experience, VLANs, Multisite VPN, Managed Wireless, Firewalls.
• EDR/XDR, Security monitoring platforms.

Following recent acquisitions, we are looking for a team player who would support us in our aim of bringing together multiple service desks to form one technical team. Current experience working for a Managed Service Provider is essential.

Although this is a predominantly office-based role, some customer on-site work may be required. The successful candidate will need to undergo an enhanced DBS check, due to potential on-site work with customers in education establishments.

This is predominantly an office-based role, with 2 days p/w in our Hampton in Arden Head office, and 2 days p/w in our Bromsgrove office. Some customer on-site work may be required. The candidate will be able to work from home one day per week.

The successful candidate will receive:

• A basic salary between £35,000-40,000.
• A company van.
• Healthcare plan.
• Employee discount scheme.
• Employee assistance programme.
• Private healthcare.
• Life Assurance.

Please note this role is only being advertised directly. We are not inviting recruitment agency applications at this time.

Tela Technology are proud to be an Equal Opportunities employer. We encourage applications from all individuals regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and sexual orientation. Please get in touch for a full copy of our Equality and Diversity policy.