3rd Line IT Support Engineer

The Role

As a 3rd Line Engineer, you will be the highest escalation point on the service desk, dealing with complex and challenging issues that require in-depth knowledge and expertise. You will also be the main project engineer, responsible for planning, designing, implementing and documenting IT solutions for our clients, such as network upgrades, cloud migrations, security enhancements and system integrations.

Responsibilities

• Provide 3rd line support to clients, resolving issues related to servers, networks, applications, hardware, software and security.
• Manage and deliver IT projects for our clients, following best practices and project management methodologies.
• Communicate effectively with clients and stakeholders, providing updates, reports and documentation throughout the project lifecycle.
• Perform proactive maintenance and monitoring of client systems and networks, ensuring optimal performance and security.
• Design and scope technical solutions for sales-based opportunities.
• Maintain and update technical documentation, policies and procedures.
• Mentor and train junior engineers and service desk staff.

Technical Requirements

Essential:

• Excellent knowledge of networking including design and management.
• Excellent knowledge of Windows Server.
• Excellent knowledge of Microsoft 365 and Azure.
• Excellent knowledge of backup & DR solutions.

Desirable:

• Experience with Watchguard Firewalls.
• Experience with 3CX.
• Experience with StorageCraft.
• Experience with programming languages such as PowerShell, Python or JavaScript.

Non-Technical Requirements

Essential:

• A valid driver's license and willingness to travel to client sites when required.
• Strong troubleshooting and critical thinking skills.
• Ability to work under pressure and meet deadlines.
• Ability to work closely and effectively with Project Co-ordinator.
• Excellent communication & people skills.
• Ability to work independently and as part of a team, managing multiple tasks and priorities.

Desirable:

• Prior experience working within a Managed Service Provider IT Environment

Qualifications

Desirable:

• MS-102
• AZ-800
• AZ-104
• Any Watchguard technical certifications
• Any networking certifications