3rd Line Technician / Solutions Architect Tela is a fast-growing, staff-focused company. We are constantly evolving and are incredibly excited about the constant changes in technology. The way we bring these changes to market means with need a great team around us.
This role is for a senior IT professional who resolves complex technical issues, supports IT projects, manages systems, ensures security, and plans for future needs, all while mentoring junior team members and communicating effectively with customers.
The successful candidate will contribute to the team by delivering the high level of technical customer support service, delivering on Tela’s values of providing exceptional customer care.
Key Objectives This job role involves providing advanced technical support and troubleshooting, acting as the final escalation point for complex IT issues. The role also includes assisting with IT project implementation, performing high-level system administration on various environments, managing incidents and problems to improve system reliability, creating technical documentation, ensuring cybersecurity, monitoring system performance, planning for capacity, and communicating effectively with both customers and internal teams. This individual will also act as a role model for junior team members.
Key Tasks & Responsibilities Include: Technical Support and Troubleshooting Serve as the final escalation stage for the 1st and 2nd Line support team, resolving complex technical tickets
Diagnose and resolve advanced hardware and software issues; including network problems, server issues, and application errors
System Administration Perform high-level system administration tasks on servers, networks, and cloud environments
Ensure proper configuration, maintenance, and monitoring of IT infrastructure
Incident and Problem Management Analyse recurring incidents to identify underlying problems
Implement solutions to prevent future occurrences and improve overall system reliability
Provide training/development recommendations to the management team
Support the service desk team, as requested
Project Implementation and Support Assist in the planning, design, and implementation of IT projects for new and existing customers
Provide expertise in the deployment of new systems, upgrades, and migrations
Technical Documentation Create and maintain comprehensive documentation for systems, procedures, and project plans
Document configurations, troubleshooting steps, and resolutions
Cyber / Security Ensure IT systems and networks are secure from threats and vulnerabilities
Implement and manage security measures, such as firewalls, antivirus software, and intrusion detection systems
Conduct regular security audits and vulnerability assessments
Work within the parameters of ISO 27001, taking guidance from the compliance team as needed
System Monitoring Monitor system performance and identify areas for improvement
Implement performance tuning and optimisation techniques to ensure optimal system operation
Capacity Planning Analyse system capacity and plan for future growth and scalability
Ensure resources are allocated effectively to meet current and future demands
Communication and Interaction: Provide high-level support to customers, ensuring excellent service delivery in line with Tela’s values
Communicate effectively with customers, ensuring technical solutions are explained to customers in simple terms that address their concerns and requirements
Work closely with other internal teams, including 1st/2nd line and the projects team
Act as a role model for junior team members
Person Specification: Required Experience
Five years+ experience as an IT Engineer working for an MSP
Proficiency in advanced troubleshooting of hardware, software and network issues.
Strong knowledge of operating systems (Windows and macOS).
Experience with virtualization technologies (VMware, Hyper-V).
Expertise in cloud services (Azure).
Deep understanding of networking protocols and services
Firewall management
Required Certifications
BSc in Computer Science, Information Technology, or equivalent
Relevant certifications (e.g., Microsoft Certified: Azure Solutions Architect, Cisco Certified Network Professional (CCNP), CompTIA Advanced Security Practitioner (CASP+)
Core Competencies
Exceptional communication and rapport building skills
A team player who works well with others, while also being able to work independently
Awareness of Tela’s key products/service offering
Self-motivated and organised, with the ability to work in a fast-paced environment and deal with change/pressure as it arises
A valid drivers’ license is required for this role
Employee Benefits: 21 days holiday rising for every year served to a maximum of 26
Healthcare & Wellness plan, on passing probation
Employee Assistance programme, on passing probation
Employee Discount Scheme, on passing probation
Private Medical Care, available after two years’ service
Life Assurance, available after two years’ service
What position are you interested in? * 0 / 10 CV * No file chosen Please upload a copy of your current CV.
#J-18808-Ljbffr