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We have an excellent opportunity for a 3rd Line IT Support Engineer / Team Leader to join our client’s growing and reputable team of technicians at this leading and award-winning ISO 9001 & ISO 27001 accredited solutions provider.This is a hybrid position so you should be within reasonable traveling distance to their Brighouse office.About the roleAs 3rd Line IT Support Engineer / Team Leader, you will troubleshoot and resolve complicated technical issues that have been escalated to from 1st and 2nd Line Engineers, while providing excellent customer service to clients throughout.Key Tasks and Responsibilities
- Responsible for troubleshooting any technical issues that have been escalated through the helpdesk
- Act as troubleshooting lead for high level technical issues, high priority tickets and MSO’s
- Visiting client sites as and when required
- Manage own time effectively and ensure all time spent on client jobs is logged
- Ability to report at all levels in the chain of command
- See Technical Escalations through from beginning to end
- Escalating tickets that need 3rd line resource into 3rd line queue and resolving
- Escalating tickets to Ops team in good time where required to ensure satisfactory resolution
- Maintaining the 3rd line and escalations queue to resolve issues as quickly as possible
- Logging troubleshooting and ticket notes accurately and in good time to ensure everyone has visibility of actions completed
- Communicate accurately and within good time both internally and externally
- Flag areas of risk / improvement within the firm if identified
- Train other members of the team in all things technical
- Provide out of hours technical support to clients (typically 1 in 4 weekends)
About the rewardsFor the role of 3rd Line IT Support Engineer / Team Leader there is a salary on offer of up to £45,000 per annum and benefits include:
- Hybrid 4 days in the office 1 at home
- Normal working hours are Monday – Friday 7.5 per day between 8am – 5.30pm
- 24/7 on call, 1 in 4 with additional renumeration
- 25 days holiday plus bank holidays – increasing with service
- Life Assurance
- Pension
- Simply Health
- Perkbox
About youTo be successful for the role of 3rd Line IT Support Engineer / Team Leader you’ll have the following skills and attributes:Essential Technical Experience
- Hands-on experience with Virtualisation technologies including the setup and maintenance of Windows VMs (VMWare, Hyper-V)
- Cloud technologies and concepts (1. RDS 2. Azure 3. Citrix)
- Expert, hands-on networking experience in configuring and maintaining routers, firewalls, and switches
- Desktop and application support (Windows 7/10, Microsoft Office and bespoke application troubleshooting)
- Administration and setup of Windows Server 2012/2016/2019/2022
- Wifi Solutions
- Exchange and 365 tenant administration
Personal and Team Responsibilities
- Excellent time management and communication skills
- Follow the helpdesk process and set an example for other employees
- Be approachable – ensure employees feel comfortable to ask for assistance
- You should always be thinking long term fixes and not short term.
- Excellent troubleshooting and triage skills
About the companyOur client is an award winning, ISO accredited systems development and Managed Services Provider. They deliver proactive IT support from West Yorkshire working with clients across the UK and beyond. They specialise in working with the Legal Sector and have a proven track-record in transforming Professional Services organisations.How to ApplyPlease note that eRecruitSmart is advertising the role of 3rd Line IT Support Engineer / Team Leader on behalf of the Hiring Company and your CV will be sent to the Hiring Manager who is responsible for the vacancy that you have applied to. Please only apply if you consent to these terms.You must reside in and have eligibility to work in the UK. Please note, only suitable applicants will be contacted. If your address and contact details are not on your CV, you will not be considered.We look forward to hearing from you!
