3rd Line Support Engineer - MSP. Job in Southmoor LilyLifestyle Jobs

Position: 3rd Line Engineer

Location: Milton Park

Salary: £38k-£44k

Benefits:

• 25+ Days Holiday and rising (plus bank holidays)
• Flexible working (WFH incentives)
• Bupa Cash Plan
• Electric Vehicle Scheme
• Cycle Scheme
• Discounted Gym Membership
• Paid Charity Day
• Car Parking

Come and work for one of the UK's leading technology specialists, proudly recognised as a World Class Place to Work by Best Companies, a nationally respected benchmark for employee engagement and workplace excellence. We were also ranked as the Technology Company to Work For in the UK, reflecting our culture, our people, and our commitment to being an employer of choice.

Primary Purpose: The Tier 3 team are tasked with handling the senior escalation of cases raised to the Service Delivery department. In addition, a successful applicant for the role of a Tier 3 engineer, in addition to being a highly skilled generalist, will be expected to pursue at least one line of specialisation within our supported baselines (Security, Backup & Disaster Recovery, Networking, Cloud Infrastructure etc.).

Key Responsibilities:

• Manage incident and request tickets ensuring established SLA's are met.
• Being the first point of contact for escalations from Tier 2 engineers.
• Ensure all support requests/alerts are logged and that the client remains updated throughout the lifecycle of the request.
• Monitor and maintain client's Infrastructure and systems.
• Proactively respond to monitoring alerts and notifications.
• Servicing tasks within client on/offboarding processes.
• Ensuring that all role specific KPI's and targets are met as an individual and as a part of the wider team objectives.
• Providing a strong, coherent and proactive communication standard when engaging with internal departments.
• Providing a strong, coherent and proactive communication standard when engaging with current and prospective clients.

Person Specification:

Minimum:

• Experience with Microsoft Azure (Virtual Servers, Backup & Disaster Recovery, Networking, AVD, Hybrid deployments).
• Experience with current generation security technologies and services (AV, firewalls, CA policies, RBAC, managed threat response, identity threat, mail & web filter systems).
• Experience working with Backup & Disaster Recovery processes.
• Experience with internal networking infrastructure and management (DHCP, DNS, NPS/RADIUS, managed/unmanaged switches, firewalls, wireless, VPN technologies).
• Experience with cloud led identity/management/policy systems (Intune, Entra, ABM).
• Experience with physical and hybrid hypervisor technologies (VMWare, Hyper‑V).
• Experience with Microsoft Server OS (management, maintenance, administrative tooling and deployment).
• Excellent knowledge of scripting and RPA automations.
• Excellent communication skills.
• Excellent troubleshooting and problem resolution skills.
• Excellent client service.
• Strive to continuous improvement.
• Able to work independently under pressure.
• Minimum of 4 years' IT experience in a corporate or services environment.
• Driving license and own transport essential.

Desirable:

• Experience or certification in any of the following technologies: Watchguard, FortiGate, Sophos, Smoothwall firewalls, Sophos Anti-Virus, HPE/Aruba, Cisco, Dell, Unifi switching, VMWare ESXI & Microsoft Hyper‑V, Microsoft Azure, Apple Business Manager, Google Workspace, Ubiquiti, Meraki wireless, Mimecast, Barracuda mail filtering, Veeam, Datto, Acronis, Barracuda backup & disaster recovery.