Level 3 IT Support Engineer
Our client is seeking an experienced and motivated Level 3 IT Support Engineer to join their dynamic Managed Service Provider (MSP) team in the UK. The ideal candidate will possess a strong technical background, excellent problem-solving skills, and a passion for delivering exceptional IT support services to our clients. You will play a crucial role in providing advanced technical assistance to resolve complex issues and ensure the smooth functioning of our clients' IT environments.
Responsibilities:
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Provide expert-level technical support and troubleshooting for a wide range of IT issues, including but not limited to networking, hardware, software, and security-related concerns.
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Collaborate with Level 1 and Level 2 support teams to escalate and resolve complex issues efficiently while maintaining effective communication with clients and stakeholders.
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Act as a point of escalation for critical incidents, demonstrating the ability to analyse, diagnose, and implement solutions in a timely manner.
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Perform proactive system monitoring, maintenance, and optimisation to identify and address potential issues before they impact clients' operations.
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Assist in the design, implementation, and management of IT solutions, including network infrastructure, cloud services, and security protocols.
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Conduct thorough root cause analysis for recurring issues and contribute to the development of strategies to prevent future occurrences.
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Document support processes, procedures, and troubleshooting steps for internal knowledge base and client-facing documentation.
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Participate in client meetings to provide technical insights, recommendations, and updates on ongoing projects and support activities.
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Stay updated on industry trends, emerging technologies, and best practices to continuously enhance your technical skills and knowledge.
Qualifications & Experience:
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A Bachelor's degree in Computer Science, Information Technology, or equivalent work experience.
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A minimum of 5 years of hands-on experience in providing IT support, preferably within a Managed Service Provider environment.
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Strong expertise in Microsoft Windows, Windows Server, Active Directory, and Exchange Server.
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Proficiency in networking concepts & protocols, including TCP/IP, DNS, DHCP, VLANs, and routing.
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Experience with virtualisation technologies such as VMware or Hyper-V.
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Familiarity with cloud services such as Microsoft Azure or AWS is a plus.
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Relevant industry certifications such as CompTIA A+, Network+, Security+, Microsoft Certified: Azure Administrator, or equivalent certifications are desirable.
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Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical clients.
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Problem-solving mindset, with the ability to analyse complex issues and implement effective solutions.
Benefits:
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Salary 33k – 36.5k per year, depending on experience.
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29 days holiday increasing over time
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Dedicated training time each month, along with training resources and certification
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Personal Time allowance to allow for a better work-life balance.
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Insurance Plan
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Company Pension Scheme
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Progressive growth and career advancement within a rapidly expanding MSP
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Collaborative and inclusive work environment that values teamwork and innovation