Senior IT Engineer - T3

As our Senior IT Engineer, you will be responsible for:

• Acting as an escalation point to 1st and 2nd line technicians.
• Providing technical Support and ticket resolution for servers and infrastructure across a broad range of customers and technologies.
• Maintaining a high degree of customer service for all IT Support queries and projects.
• Accurately updating /maintaining our ticketing system and striving to exceedSLAs.
• Responding to enquiries from clients and escalated tickets and effectively resolve any server hardware or software problems.
• Liaising with third party software\hardware providers to expedite prompt resolutions for clients.
• Provide guidance on cybersecurity and IT best practices.
• Effectively managing tickets & task through a PSA.
• Managing Project works efficiently.
• Mentoring and supporting colleagues.
• Providing technical support resource to support teams.
• Maintain accurate technical documentation and asset records.
• Out of Hours work on occasion

Skills / Experience preferred:

• Proven experience in a 2nd/3rd line support role within an MSP.
• Windows Server 2012, 2016 and 2019 installation, operation and troubleshooting
• Varied Cloud Solutions experience.
• Configure and manage virtualised environments (Hyper-V, VMware).
• Familiarity with backup solutions, RMM tools, and IT security practices.
• Exchange Online, Microsoft 365 deployment, operation and troubleshooting
• Active Directory and Group Policy Administration
• Microsoft Azure deployment, support and development exposure.
• Networking – Routers/Switches/Firewalls installation, operation and troubleshooting
• Cisco Meraki &Unifi configuration, deployment & management
• Connectivity – Experience specifying and deploying Fibre, MPLS, EFM,vDSL.
• Network troubleshooting TCP/IP, DNS, DHCP, LAN/WAN, IPSec
• Excellent troubleshooting and communication skills across a variety of disciplines
• Desirable/advantageous Telephony – 3CX,Gamma, Microsoft Business Voice.

Preferred Qualifications:

• HND or BSC / Degree in Computer Science
• Relevant certifications & accreditation -e.g.CompTIA, Microsoft, Azure Fundamentals would be an advantage.
• ITIL v4 certification(or willingness to work towards it)
• Current Driving License and owncar required.