Overview of the role
Are you an experienced IT professional looking for your next challenge? We’re on the lookout for a talented 3rd Line IT Engineer to join our growing vibrant and collaborative Service Desk team. You’ll be working alongside a close-knit group of four skilled engineers who are passionate about delivering exceptional support and solving problems together and independently.
As a member of our team, you’ll have the opportunity to mentor and guide junior engineers, helping them grow while making a real impact on the team’s success. We’re all about fostering a supportive environment, and we fully invest in your growth with tailored training, progression plans, and plenty of opportunities to advance your career.
While you’ll be part of a fast-paced, customer-focused environment, we’re committed to giving you the tools and support you need to thrive. As part of the role, there is an on-call rotation once a month.
If you’re ready to bring your expertise to a place that values your growth and development, we’d love to hear from you!
Benefits of working for Tailor Made Technologies:
* Training opportunities set out with a clear training structure
* Progressive working environment with access to voice your opinions to decision makers
* Your birthday off
* Flexi health plan cover and access to a range of Health Benefits
* Company pension
* An active Social Committee who plan monthly competitions and events
* A brilliant breakout room with free breakfast and a pool table
Duties and responsibilities of our 3rd Line IT Service Desk Engineer:
* Advanced Technical Support: Provide expert-level technical support to address complex issues escalated from lower tiers (1st and 2nd line support). This may involve troubleshooting hardware, software, and network-related problems.
* Incident Management: Take ownership of escalated incidents, ensuring they are resolved efficiently and effectively within agreed-upon service level agreements.
* Problem Management: Identify underlying root causes of recurring incidents and implement long-term solutions to prevent their recurrence. Conduct thorough root cause analysis and document findings for future reference.
* Change Management: Assess and implement changes to IT systems and infrastructure, ensuring minimal disruption to operations.
* Technical Documentation: Create and maintain comprehensive documentation.
* Customer Support: Interface with external vendors and third-party service providers to resolve technical issues and procure necessary hardware or software.
* Training and Mentoring: Provide guidance and support to junior engineers and support staff.
* On Call: There is an expectation to be on call once a month.
* Microsoft Windows desktop and server configuration and support experience
* Microsoft Exchange On Prem and Online configuration and support experience
* Terminal server environment configuration and support experience (Citrix, AVD, RDS)
* Active Directory configuration and administration
* Strong knowledge and understanding of Group Policy
* Good understanding of DNS
* Router configuration and support experience (Cisco, HP, Draytek)
* Firewall configuration and support experience (Watchguard, SonicWALL)
* HP ProLiant & Dell PowerEdge Server Hardware support experience
* VMware & Hyper V support experience (VCP an advantage)
* Storage technologies (NAS, NetApps, Synology)
* Strong understanding of Office 365
* Strong understanding of Microsoft Azure
* Strong understanding of Microsoft Intune
* Strong understanding of SSL Certificates
* Organisational skills
* Results driven with a proven track record
* Team player
* Self-motivated and proactive
* Ability to be resilient and to work under pressure
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology and Customer Service
Industries
IT Services and IT Consulting
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