3rd Line Support Engineer

Ringwood, Hampshire
The Work Shop

3rd Line Support Engineer – Ringwood – £36,000 – £40,000 DOE.

Are you looking for an exciting opportunity to join a well-established and rapidly growing IT Solutions company? Our client is a fast- growing, innovative provider of managed IT services and they are looking for a 3rd Line Support Engineer to join their friendly and professional team in Ringwood.

Roles and Responsibilities:

The Level 3 Support Engineer will be responsible for:

• Analysing, troubleshooting, and diagnosing escalated incidents to ensure that issues are resolved in a timely fashion and customer down-time is minimised.
• Collaborating closely with Level 1 and Level 2 support teams to stream-line issue escalation processes and enhance overall service delivery.
• Designing, implementing, and maintaining advanced infrastructure solutions tailored to meet client’s specific needs.
• Conducting in-depth root cause analysis to identify and address recurring issues allowing the implementation of preventative measures.
• Installing, configuring, replacing servers, switches, routers, access points as required by the customer.
• Undertaking all the necessary physical builds including, where appropriate all wiring and cabling.
• Installing and configuring telephony systems and associated handsets.
• Investigating and resolving internet and associated connectivity issues and liaising with third party service providers as appropriate.
• In conjunction with the Service Delivery Manager taking responsibility for development, updating and communication of project documentation and delivering projects in a timely fashion within the agreed budget.

Required Knowledge and Experience

• Minimum 2 years’ experience of working as a Level 3 support engineer
• Demonstrable experience of working on customer site as a field engineer.
• Minimum of 5 years’ overall experience working in a remote support function, supporting multiple clients across range of technologies and platforms.
• Understanding and experience of working in a MSP environment
• Understanding of project management principles and track record of delivering projects on-time and on-budget.

Technical knowledge

• MS Office 365, SharePoint, Microsoft Teams, One Drive.
• Active Directory and Azure AD
• VPNs, Firewalls, Routers, managed switches, wireless LANs – ideally DRAYTEK
• Unifi/Ubiquiti
• Virtualisation – likely VMWare
• In depth understanding of network protocols, routing, and subnets. Remote support of Windows 2016, 2019 and 2022.
• Exchange 2010 and above.
• Cloud based Telephony/ SIP Trunks configuration & support.
• Dropbox/ Google Drive
• Knowledge of Wireless PTP link connections
• Scripting/ PowerShell, CMD
• Google Sheets Scripting preferred.
• Knowledge and support of Apple operating systems on both IOS and MACOS
• Experience using remote access software.
• Service management systems ideally Connectwise.
• Cyber-security solutions such as Bitdefender or Webroot
• Cabling and patch management

Salary and Benefits

• Salary: £36k-£40k per year (Depending on Experience).
• Core Hours Monday to Thursday 9.00am to 5.30pm and Friday 9.00am to 5.00pm.
• On-site parking.
• Company Pension scheme.
• Company- wide Bonus Schemes.
• Use of company vehicle where appropriate
• Staff chill space with dart board, sofa, TV, games & refrigerator.
• Staff social events.