3rd Line Engineer

Location
Manchester, England, United Kingdom
Salary
£ 60.000 - 80.000
Job Type
Full Time
Contract Type
Permanent
Sector
Accounts

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Position Overview

The 3rd Line Technical Support Engineer will join our client's team in Manchester, providing high-level technical support and expertise to resolve complex issues. The role involves diagnosing and troubleshooting critical problems, implementing solutions, and ensuring the smooth operation of IT systems.

Responsibilities

  1. Technical Support: Provide third-line support to resolve incidents and problems escalated from the first and second-line support teams.
  2. Problem Diagnosis: Conduct thorough analysis and diagnosis of complex technical issues affecting IT infrastructure and applications.
  3. Solution Implementation: Design, test, and implement effective solutions to ensure system stability and performance.
  4. Documentation: Create and maintain detailed documentation for incident resolutions, technical procedures, and best practices.
  5. Collaboration: Work closely with other IT teams, vendors, and stakeholders to coordinate solutions and improve service delivery.
  6. System Maintenance: Manage and maintain IT infrastructure, including servers, networks, and applications.
  7. Project Support: Assist in the planning and execution of IT projects, ensuring timely and on-budget delivery.
  8. Security Compliance: Ensure all systems comply with security policies and regulatory requirements.
  9. Training and Mentorship: Provide guidance and training to junior support staff to enhance their technical skills and knowledge.
  10. Incident Management: Lead the response to major incidents, coordinating with various teams to ensure swift resolution.

Skills and Qualifications

  1. Educational Background: A degree in Computer Science, Information Technology, or a related field.
  2. Experience: Minimum of 5 years of experience in a technical support role, with at least 2 years in a 3rd line support capacity.
  3. Technical Proficiency: Strong knowledge of IT infrastructure, including servers, networks, and software applications.
  4. Problem-Solving Skills: Exceptional analytical and troubleshooting skills, with the ability to resolve complex technical issues.
  5. Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical stakeholders.
  6. Certifications: Relevant certifications such as ITIL, Microsoft Certified: Azure Administrator, or similar are highly desirable.
  7. Team Player: Ability to work collaboratively with various teams and foster a positive work environment.
  8. Adaptability: Ability to adapt to changing technologies and learn new skills as required.
  9. Attention to Detail: Meticulous attention to detail, ensuring accuracy and thoroughness in all tasks.
  10. Customer Service: Strong commitment to providing high-quality customer service and support.

Technical Requirements

  1. Operating Systems: Proficiency in Windows Server, Linux, and other operating systems.
  2. Networking: In-depth knowledge of networking protocols, firewalls, VPNs, and network security.
  3. Virtualization: Experience with virtualization technologies such as VMware, Hyper-V, or similar.
  4. Cloud Services: Familiarity with cloud platforms like AWS, Azure, or Google Cloud.
  5. Database Management: Knowledge of database management systems and SQL.
  6. Scripting: Proficiency in scripting languages such as PowerShell, Python, or Bash.
  7. Monitoring Tools: Experience with monitoring and diagnostic tools to ensure system performance and availability.
  8. Backup and Recovery: Strong understanding of backup and recovery solutions and best practices.

Personal Attributes

  1. Problem Solver: A proactive and solution-oriented mindset.
  2. Self-Motivated: Ability to work independently and take initiative.
  3. Dependable: Reliable and punctual with a strong work ethic.
  4. Continuous Learner: Keen interest in continuous learning and professional development.
  5. Leadership: Ability to lead by example and inspire others.

Working Conditions

  1. Location: Based in Manchester with potential remote work options.
  2. Environment: Office-based with occasional travel to client sites.
  3. Hours: Full-time position with occasional on-call duties and overtime as needed.

About the Client

Our client is a well-established company in Manchester, known for its commitment to innovation and excellence. They offer a dynamic and supportive work environment, opportunities for growth, and a chance to work with cutting-edge technologies.

Benefits

  1. Competitive salary package
  2. Health and dental insurance
  3. Pension scheme
  4. Professional development opportunities
  5. Flexible working hours
  6. Employee wellness programs
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