IT-Helpdesk.Co are seeking an experienced 3rd Line Support Engineer to join our growing IT services team. This is an ideal opportunity for an ambitious engineer ready to take the next step in their career, moving from hands-on support into project delivery, leadership, and strategic IT solutions.
As part of our escalation team, you will work with modern infrastructure, cloud, and cybersecurity technologies while helping to shape the direction of our client services.
Key Responsibilities
* Provide advanced troubleshooting and support for server, storage, network, and security issues.
* Act as an escalation point for 1st/2nd line engineers (approx. 300+ users supported).
* Deliver and support infrastructure projects: design, build, implement, document.
* Manage and monitor backup, DR, and security systems.
* Maintain strong client relationships, ensuring expectations are met and exceeded.
* Work with IT-Helpdesk.Co's compliance team to ensure services align with ISO27001, Cyber Essentials and data protection best practices.
Core Skills (Essential)
* Operating Systems: Windows Server 2016/2019/2022 (AD, IIS, DNS, DHCP, DFS, RDS, Failover Clustering).
* Virtualisation: VMware vSphere & Microsoft Hyper-V.
* Cloud: Microsoft 365 Administration & Security, Azure AD, Intune, Exchange Online, Teams, SharePoint.
* Networking: TCP/IP, VLANs, VPNs, Firewall & Switch management (Cisco, DrayTek, Ubiquiti, Fortinet).
* Security: Endpoint protection (ESET, Defender ATP), MFA, conditional access, compliance policies.
* Storage/Backup: SAN/NAS administration, VEEAM, Synology C2, Zerto, Backup for M365.
* Scripting & Automation: PowerShell, Bash (advantageous).
* Monitoring: SolarWinds, PRTG, Nagios or similar.
Desirable Skills
* Linux administration (Ubuntu, RHEL, CentOS).
* Cloud platforms: AWS or Google Cloud exposure.
* DevOps tooling (Ansible, Terraform, GitHub Actions).
* VoIP systems (3CX, Horizon, or Soho66).
* Microsoft, VMware, or Cisco certifications (MCSE, AZ-104, CCNA, VCP).
Personal Attributes
* Strong customer service focus, able to explain complex issues clearly.
* Works well under pressure with excellent troubleshooting skills.
* Able to research, design, and implement new solutions independently.
* Process-driven, ideally with ITIL exposure.
Why Join Us?
* This is an ideal career opportunity for someone ready to step up into senior-level support and project delivery.
* Clear progression path, with potential to move into an IT Manager or Solutions Architect role.
* Exposure to the latest technologies in cloud, cybersecurity, and networking.
* Be part of a forward-thinking Essex-based IT provider that's expanding rapidly.
Job Type: Full-time
Pay: £28,646.26-£37,000.00 per year
Benefits:
* Company pension
* Employee discount
* On-site parking
Work Location: Hybrid remote in Westcliff-on-Sea SS0 9SY