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3rd Line Support Engineer

£40,000 - £45,000
Greater London
LH17174
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Our client is a small but very successful MSP who pride themselves providing an excellent level of customer service to all their clients! They believe training is very important and aim to fill the full potential for all of their staff!

Position on offer - 3rd Line Support Engineer

Salary: circa £40,000

Location: Finchley 

Sound interesting? Apply today! 

This is a senior position (3rd Line) for someone who is passionate about technology, loves solving problems, and gets a kick out of helping customers and colleagues be the best they can be. A 3rd line Engineer should have extensive knowledge as the final point of escalation, and you will be happy to impart your knowledge to less experienced members of the team.

Responsibilities for the Service Desk Engineer?

  • Provide tier 3 helpdesk support to customers via email, phone and in person
  • Follow up with customers to ensure full resolution of issues
  • Record troubleshooting events, problems, and their resolutions in the CRM system
  • Document and publish documents for customers and colleagues to troubleshoot issues
  • Identify and suggest possible improvements to existing procedures
  • Manage customers’ expectations using the ticketing system and telephone
  • Follow clearly defined policies and procedures

Candidates will ideally have the following range of skills and hands on experience within the following:

  • Must have worked within an MSP environment
  • Excellent communication skills both face to face and on the phone.
  • Good organizational skills.
  • Very good understanding and practical knowledge of Active Directory and its components.
  • Good understanding of Microsoft Exchange including support and troubleshooting.
  • Understanding of virtualization solutions (VMWare and Hyper-V).
  • Experience with Citrix Xen Desktop or XenApp would be beneficial.
  • Experience with Sharepoint and Teams would be beneficial.
  • Hands on experience in supporting various Windows Server roles including Remote Access, RDS with RDS Gateway and Session Broker, Filer Server, DHCP, DNS etc.
  • Practical experience of setting up routers, firewalls and switches (Cisco, HP, Dell.).
  • Experience with Microsoft Office 365.
  • Knowledge of Apple MacOs computers including configuration and troubleshooting.
  • Good all round IT knowledge across other popular solutions used on the market (SQL, IIS etc.).
  • Understanding of physical computer and server components to be able to troubleshoot problems (i.e. Raid Controllers).
  • Project work experience required, Office 365 and Server migrations
  • Experience with security components, i.e. Encryption, EDR, MFA, etc

* Hours of work will be between 9am and 6pm Mondays to Fridays

Azure, Microsoft, Business Applications, Operating Systems, WAN, LAN, Routers, Firewalls, Security, VPN, Citrix, Remote, MSP, ConnectWise, IT Glue, Active Directory, Exchange, SQL, Hyper-V, Office 365, Network, CCNA, Backup, Disaster Recovery, apple Mac

Due to the large numbers of responses we receive, despite our best efforts it is not possible to respond to every application. Therefore, only short-listed candidates will be contacted for this particular role and if you haven't heard from us within 7 days please assume you have been unsuccessful on this occasion. Please feel free however to apply for further roles and we will certainly keep your details on file and contact you with suitable vacancies.

YourRecruit Group does not discriminate on the grounds of age, race, gender or disability and complies with all relevant UK legislation.    

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