3rd Line Technical Support Engineer

SUMMARY:
Our client’s SA team is looking for a 3rd line Support Engineer with at least 3-4 years’ experience in 3rd Line Support, to support their clients remotely as well as onsite when required. Our client’s team is very technical, and you will have many opportunities to get involved in not just technical support, but also project work, maintenance, upgrades, and other aspects of the business.

POSITION INFO:
Job Role:

• Provide 1st to 3rd line support via email, phone, and remote support to the company clients based in the UK, SA, Europe, Asia, and the US.
• Visit customer sites/offices to troubleshoot, configure and implement various IT solutions and services. (SA)
• Troubleshoot and fix various IT hardware related issues, including liaising with 3rd party vendors through to completion.
• Troubleshoot, diagnose, and resolve Microsoft technologies (Cloud & On Premise) as well as assist with troubleshooting 3rd party applications/systems.
• Work directly with pro-services team, to resolve complex issues as well as assist in project roll outs.
• Be willing to work according to UK and SA office hours to provide support for clients in the UK, SA Europe, US, and Asia.
• Maintain documentation for all systems (hardware/software/network diagram)
• Provide excellent service to all customers and be willing to go the extra mile.
• Assist with technical presales, design, and project planning.

• Building Hyper-V high availability replication environment.
• Building high availability network security appliances.
• Upgrading server environments for modernization.
• Troubleshooting entire networks to locate potential performance bottlenecks.
• Build new site office networks.
• Change request management

• Extensive experience in Microsoft Active Directory, Group Policy, DHCP and DNS
• Extensive experience in Network Technology VLAN, VPN’s, Firewalls, Cyber Security, and IP routing protocols.
• Extensive experience in Wireless network technologies
• Extensive experience in Back-up technologies (e.g., Veeam, MSP360, LiveVault.) (Cloud and on Premise)
• Extensive experience with Virtualization technologies (Hyper-V).
• Extensive experience in 
• and Alerting routines. (Ensure system integrity, and minimization of down time)
• Excellent understanding of Enterprise endpoint protection services and products.
• Current Microsoft Desktop operating systems.
• Microsoft Server 2012R2, 2016, 2019, 2022
• Cloud Platforms (M365 Suite, Azure, AWS & Google Cloud) - Working knowledge of AWS and Google cloud preferred but not essential)
• Good understanding of SIP/IP Telephone Systems
• Experience with Policies, Procedures, Training, Compliance requirements.

• Microsoft 365, HP, FortiGate, SonicWall, Dell Certifications/Experience
• Autotask PSA and RMM
• Microsoft SharePoint Configuration
• Project Management experience
• Presales experience preferred but not essential

• A great attitude
• Ambitious
• Be a team player.
• Willing to occasionally work outside of normal working hours
• Excellent troubleshooting skills
• Be cool, calm and collected in a sometimes pressured and fast paced environment.
• Can work with strict deadlines.
• Detail orientated.
• Must be a self-starter and have excellent time keeping management skills.
• Presentable and excellent customer facing, communications and phone skills.
• Enthusiastic, ability to motivate others and a positive willingness to get involved.
• Liaising with external suppliers.

NB! This job is now closed. You can apply for other jobs by uploading your CV.