3rd Line Support Engineer

Edinburgh, Midlothian
Be-IT Resourcing

Be-IT are delighted to be partnering with a new client on the lookout for a Tier 3 Support Engineer.

This is an exciting opportunity to become a senior engineer for our client who specialize in online visibility tools for local businesses.

The ideal candidate with have experience working for a managed service provider.

If you are keen to work in a dynamic and fast paced IT environment, look no further.

Responsibilities include but are not limited to:

• General IT support, dealing with hardware and software, networking, connectivity and telephony enquiries as part of a small team of staff, to deliver and communicate a professional high-quality service level to end users within agreed SLA’s
• Routine server maintenance and monitoring
• Liaise with 3rd Party suppliers and escalate support tickets through the relevant teams while keeping the customer informed.

• Management of own ticket and change requests in ConnectWise ensuring all notes and details are up to date and accurate.
• Adhering to formal processes
• Management of time in line with SLA, agreements, and billable hours.
• Liaise with 3rd Party suppliers as well as Tier 3 and escalate support tickets and Change requests through the relevant teams whilst keeping the customer informed.
• Completing tickets and Change requests from initial contact through to completion for all customers, ensuring all agreed processes are adhered to
• Ensure that the billing handovers are completed in an accurate and timely manner

• Ensure that all requests for support assigned to you are being dealt with according to agreed procedures.

Required Skills:

• Previous Support experience within the IT/Telecoms industry an advantage.
• Knowledge of hardware install and removal, fault and troubleshooting
• Understanding of remote support methodology
• Understanding of hosted Cloud Solutions

• Implementing and supporting Microsoft 365 Services (Exchange, Teams, SharePoint and OneDrive
• Azure AD
• Intune experience
• Windows Server Support (2012, 2016 and 2019)
• Windows 10 Desktop Support

• Active Directory administration
• Backup & Disaster Recovery
• WAN Topologies and Connectivity
• Monitoring and Alert remediation
• Experience supporting a busy helpdesk dealing with escalated issues.
• Cyber Security Skilled

This role will be a hybrid working model with around 2 days in the office – Edinburgh or Borders.

Please get in Touch with Zoe at Be-IT to find out more