3rd Line Support Technician

Maldon, Essex
Lighthouse Personnel LTD

‘Recruiting for your future success’

Our client specialises in IT consultancy and Remote Hosting. They pride themselves in understanding their clients IT requirements, without using baffling technical terminology.One of the things their clients appreciate most about their team of experts is that they translate their knowledge into a language that makes sense to the client. As a family run organisation, they pride themselves on exceptional customer service, taking the time to understand the clients’ needs and crafting the best possible solutions, both technically and financially.

3rd Line Support Technician

£35k Monday – Friday, 8:30am – 5:30pm Chelmsford Hybrid after probation Out of hours work offered back in flexible lieu time 20 days holiday, plus bank holidays Laptop / Company Phone Provided Contributory company pension scheme The opportunity to develop, progress and work within a rapidly growing organisation Working closely with a team of talented individuals with a great work ethic who also love to have fun!

The 3rd Line Technician is required to ensure the timely delivery of a quality technical support service to the business. You will gain an expert understanding of all systems and technologies used by the business and ensure support incidents are progressed and resolved within departmental SLA’s.

You would be joining a team of IT engineers providing remote and telephone support for customers. As part of the role, you will be acting as the escalation point whilst also acting as a mentor to the 1st/2nd line support team through knowledge sharing. Your role will be to provide technical advice and practical assistance to our clients and end users including the following functions:

Duties (to include but are not limited too):

• Assisting in 1st/2nd/3rd line technical support to clients, answering support queries.
• Travel onsite to clients for support, client meetings and out of hours support.
• Implementing IMACS (Install, Moves and Changes).
• Provide 3rd line server support in conjunction with the Service Desk team. Diagnosing and resolving of complex issues in a Microsoft environment:

o Blade Servers

o VM-Ware

o Exchange

o SQL

o Active Directory

o Microsoft 365

o Azure

• Excellent problem solving and trouble-shooting skills with an ability to isolate problems to specific parts of a system and diagnose under tight time constraints.
• Resolving issues with PCs, networks and networked devices (printers, scanners, switches etc.). Performing System administration and maintenance.
• To take ownership of user problems and be proactive when dealing with user issues.
• Creating and updating technical documentation including work instructions, standard operating procedures/manuals.

Person Specification:

• A passion for a wide range of enterprise grade infrastructure technology is essential (networking, server and endpoint, cloud, security).
• Desirable qualifications (not essential):

– Cisco CCNA

– VMware VCP

– Citrix

– Microsoft Certified – e.g., Azure, 365, Security

– Certified Wireless Network Administrator (CWNA)

• Experience of working with and supporting a range of information technologies, the following preferred:

– Microsoft technologies: 365, Azure, Windows, AD, Server and Exchange

– Networks: network switches, wireless networks, routers, cabling infrastructure

– Cyber security: firewalls, web filters, advanced protection and recovery

– Cloud technologies – VMware / Hyper-V

– Back-up solutions: Veeam, cloud backup

• Articulate and able to communicate effectively to users in a clear non-technical language
• Understanding of server hosting and virtual technology
• Confident, personable and customer service focused
• Effective project and time management skills
• Ability to work in a fast-moving, growing dynamic business
• Excellent organisational skills
• Driven and focused to keep response times within SLA requirements
• Flexible to work evening and weekends

LIGHTHOUSE PERSONNEL LTD ARE A RECRUITMENT AGENCY WORKING ON BEHALF OF A CLIENT.

PLEASE NOTE WE RECEIVE A LARGE NUMBER OF APPLICATIONS PER VACANCY AND UNFORTUNATELY CANNOT RESPOND TO ALL APPLICANTS. THEREFORE, IF YOU HAVE NOT HEARD FROM US WITHIN A MONTH FROM APPLICATION DATE, IT IS LIKELY THAT YOU HAVE BEEN UNSUCCESSFUL.

If you have been successful, we will contact you by the phone and begin taking you through our step by step recruitment process, doing our utmost to ensure the role is right for you, ascertaining your suitability in the process. This process will all be explained on initial contact.