Senior IT Engineer - T3

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 softwarehardware 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 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.

REF-228 565