Tailor Made Technologies
Third Line Support Engineer
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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 month.
If you’re ready to bring your expertise to a place that values your growth and development, we’d love to hear from you!
Benefits of Working for Tailor Made Technologies
- Training opportunities set out with a clear training structure
- Progressive working environment with access to voice your opinions to decision makers
- 25 days holiday plus bank holidays
- Your birthday off
- Flexi health plan cover and access to a range of Health Benefits
- IT purchasing scheme
- Company pension
- An active Social Committee who plan monthly competitions and events
- A brilliant breakout room with free breakfast and a pool table
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About Tailor Made Technologies
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 goals.
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 growth.
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 targets.
Duties and Responsibilities of Our 3rd Line IT Service Desk Engineer
- 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 problems.
- Incident Management: Take ownership of escalated incidents, ensuring they are resolved efficiently and effectively within agreed-upon service level agreements.
- 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 reference.
- Change Management: Assess and implement changes to IT systems and infrastructure, ensuring minimal disruption to operations.
- Technical Documentation: Create and maintain comprehensive documentation.
- Customer Support: Interface with external vendors and third-party service providers to resolve technical issues and procure necessary hardware or software.
- 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.
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Your Previous Experience
- Microsoft Windows desktop and server configuration and support experience
- Microsoft Exchange On Prem and Online configuration and support experience
- Terminal server environment configuration and support experience (Citrix, AVD, RDS)
- Active Directory configuration and administration
- Strong knowledge and understanding of Group Policy
- Strong general networking skills (CLI, Subnetting, NAT)
- Good understanding of DNS
- Router configuration and support experience (Cisco, HP, Draytek)
- Firewall configuration and support experience (Watchguard, SonicWALL)
- HP ProLiant & Dell PowerEdge Server Hardware support experience
- VMware & Hyper V support experience (VCP an advantage)
- Storage technologies (NAS, NetApps, Synology)
- Strong understanding of Office 365
- Strong understanding of Microsoft Azure
- Strong understanding of Microsoft Intune
- Strong understanding of SSL Certificates
Essential Skills
- Excellent communication skills
- Organisational skills
- Results driven with a proven track record
- Team player
- Self-motivated and proactive
- Ability to be resilient and to work under pressure
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