Job Description
We are a leading Managed Service Provider (MSP) located in Maidstone. We pride ourselves on delivering exceptional IT solutions and support to businesses of all sizes. Our dedicated team of professionals works collaboratively to provide innovative and reliable IT services.
We are seeking a highly skilled and motivated 3rd Line Support Specialist to join our dynamic team. In this dual role, you will not only provide advanced technical support but also manage our Service Desk operations. You will be the go-to person for resolving complex technical issues and ensuring our clients receive top-notch support.
**Key Responsibilities:**
- Provide 3rd line support for a range of IT issues, including server, network, and software problems.
- Manage and lead the Service Desk team to ensure efficient and effective resolution of client issues.
- Act as an escalation point for complex technical problems that require advanced troubleshooting skills.
- Monitor and maintain the health and performance of IT systems and infrastructure.
- Implement and maintain IT security measures to protect client data and systems.
- Collaborate with other IT professionals to design and implement IT solutions that meet client needs.
- Develop and maintain technical documentation and knowledge base articles.
- Provide training and mentorship to junior team members.
- Ensure timely and accurate communication with clients regarding the status of their issues.
**Qualifications:**
- Proven experience in a 3rd line support role, preferably within an MSP environment.
- Strong knowledge of Windows and Linux server environments.
- Experience with network infrastructure, including routers, switches, firewalls, and VPNs.
- Proficiency in virtualization technologies such as VMware and Hyper-V.
- Familiarity with cloud services, including Azure and AWS.
- Excellent problem-solving and analytical skills.
- Strong leadership and team management abilities.
- Exceptional communication and interpersonal skills.
- Relevant certifications such as ITIL, Microsoft, Cisco, or CompTIA are a plus.