Overview:
We are seeking a highly skilled and experienced Level 3 Service Desk Support Technician to join our dynamic IT support team. This role requires a hands-on professional with a minimum of 3 years' experience in Cisco-based networking, along with strong expertise in Hyper-V virtualisation and Veeam backup and recovery solutions. The successful candidate will act as a technical escalation point for complex issues and play a key role in maintaining the performance, security, and availability of our IT infrastructure.
Key Responsibilities:
Level 3 Service Desk Technician:
* Act as the final escalation point for all complex IT incidents and service requests.
* Provide advanced troubleshooting and resolution for hardware, software, networking, and infrastructure issues.
* Support and manage virtual environments, primarily based on Microsoft Hyper-V, including VM deployment, configuration, and performance monitoring.
* Maintain and monitor Veeam Backup & Replication infrastructure, ensuring data integrity and availability.
* Configure, maintain, and troubleshoot Cisco switches, routers, and firewalls, ensuring optimal network performance and security.
* Lead root cause analysis of critical incidents and implement preventative measures.
* Assist in system upgrades, migrations, and patch management across various platforms.
* Collaborate with the infrastructure and cybersecurity teams to support wider IT initiatives.
* Contribute to technical documentation, including network diagrams, configuration records, and troubleshooting guides.
* Mentor and support Level 1 and Level 2 analysts, providing technical guidance and sharing best practices.
* Participate in business continuity and disaster recovery planning and testing.
* Out of hours support
Experience and Technologies:
* Minimum 3 years' hands-on experience with Cisco Meraki networking equipment (switches, routers, firewalls).
* Proficient in Hyper-V administration, including clustering, virtual networking, replication and storage integration.
* Strong knowledge of Veeam Backup & Replication, backup policies, disaster recovery planning, and restore procedures.
* Windows Server administration (2016/2019/2022), Active Directory, DNS, DHCP, Group Policy.
* Office 365 administration in hybrid environment.
* Familiarity with ITSM platforms such as SolarWinds, CheckMK, or equivalent monitoring tools.
* Solid understanding of networking protocols (TCP/IP, DNS, VPN, VLANs, SD-WAN).
* Experience supporting secure remote access technologies.
* Strong documentation skills and an ability to clearly communicate complex technical topics.
* Ability to work independently and under pressure in a fast-paced support environment.
* Experience in large projects deployment implementing infrastructure, software, hardware following best practices
* Time management, exceptional organisational skills, workload prioritising highly advantageous
Additional Skills & Attributes:
* Excellent diagnostic and problem-solving skills.
* Strong customer focus with excellent communication skills.
* Proactive approach to system monitoring and issue prevention.
* Experience in leading or participating in infrastructure projects.
* Willingness to take ownership of high-priority incidents and see them through to resolution.
* Full UK Driving License.
Please note: that we are unable to offer sponsorship for this position. Candidates must already have the right to work in the UK at the time of application.
Due to the high amount of interest that we receive for each of our roles unfortunately we cannot respond to each application individually, therefore if you do not hear back you have not been shortlisted for this role.
Job Types: Full-time, Permanent
Benefits:
* Company pension
* Free parking
* On-site parking
Work Location: In person
Reference ID: GBA IT Support