2nd Line 3rd Line IT Engineer
As a Level 2/3 IT Engineer, you will be the trusted technical expert handling complex client issues, implementing technical projects, and driving process efficiencies through platforms like Autotask, Salesforce, and 3CX. You’ll provide critical technical support, oversee project execution, and ensure our clients’ systems operate smoothly and securely.
Key Responsibilities:
• Technical Support and Escalations:
• Deliver advanced Level 2/3 support, troubleshooting complex hardware, software, network, and firewall issues.
• Lead escalated cases from Level 1 teams, providing hands-on, timely solutions to maintain high levels of client satisfaction.
• Utilise extensive experience in Windows Server, Office 365, and virtual environments to resolve incidents effectively.
• Configure, deploy, and maintain SonicWall firewalls and other security devices to secure client networks.
• Set up, configure, and manage virtual servers, ensuring stable and efficient virtualised environments (Hyper-V/VMware).
• Service Delivery and Client Management:
• Act as a primary technical contact for clients, building and maintaining strong relationships to meet and exceed SLA expectations.
• Conduct monthly service reviews, optimise service delivery processes, and proactively suggest improvements.
• Apply ITIL practices to manage incidents, change requests, and problem r...