Third Line Support Engineer

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 mont

h.
If you’re ready to bring your expertise to a place that values your growth and development, we’d love to hear from y

ou!
Benefits of working for Tailor Made Technolog

• ies:Training opportunities set out with a clear training struc
• tureProgressive working environment with access to voice your opinions to decision ma
• kers25 days holiday plus bank holi
• daysYour birthday
• offFlexi health plan cover and access to a range of Health Bene
• fitsIT purchasing sc
• hemeCompany pen
• sionAn active Social Committee who plan monthly competitions and ev
• entsA brilliant breakout room with free breakfast and a pool t

able
Join a Trusted Partner for Transformative Managed Techno

logy Experts in Managed IT, Cyber Security and Communications solutions, Tailor Made Technologies (TMT) is on a mission to help small and medium-sized enterprises leverage business technology to achieve their g

oals.Partnership-focused with a deep and deliberate understanding of customers’ strategic goals, our in-house teams tailor our services to suit every client’s unique requirements and drive business gr

owth.Through comprehensive offerings, broad technical knowledge and excellent customer service, we ensure your business-critical IT and Communications systems work seamlessly in the background, unleashing you to fulfil your tar

gets.
Duties and responsibilities of our 3rd Line IT Service Desk Eng

• ineer: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 pro
• blems.Incident Management: Take ownership of escalated incidents, ensuring they are resolved efficiently and effectively within agreed-upon service level agree
• ments.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 refe
• rence.Change Management: Assess and implement changes to IT systems and infrastructure, ensuring minimal disruption to opera
• tions.Technical Documentation: Create and maintain comprehensive document
• ation.Customer Support: Interface with external vendors and third-party service providers to resolve technical issues and procure necessary hardware or sof
• tware.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.
Your previous expe

• rience:Microsoft Windows desktop and server configuration and support exp
• erienceMicrosoft Exchange On Prem and Online configuration and support exp
• erienceTerminal server environment configuration and support experience (Citrix, AV
• D, RDS)Active Directory configuration and adminis
• trationStrong knowledge and understanding of Group
• PolicyStrong general networking skills (CLI, Subnettin
• g, NAT)Good understanding
• of DNSRouter configuration and support experience (Cisco, HP, D
• raytek)Firewall configuration and support experience (Watchguard, Son
• icWALL)HP ProLiant & Dell PowerEdge Server Hardware support exp
• erienceVMware & Hyper V support experience (VCP an adv
• antage)Storage technologies (NAS, NetApps, Sy
• nology)Strong understanding of Off
• ice 365Strong understanding of Microsof
• t AzureStrong understanding of Microsoft
• IntuneStrong understanding of SSL Certi

ficates
Essential

• Skills:Excellent communicatio
• n skillsOrganisationa
• l skillsResults driven with a proven trac
• k recordTea
• m playerSelf-motivated and p
• roactiveAbility to be resilient and to work under