3rd Line Engineer- Newcastle onsite 28-31K

The primary purpose of this role is to provide a final point of escalation and act as a source of experience and technical expertise to the service desk. The role will be focused on the technical resolution of tickets, building technical process and procedures to improve overall service responsiveness and efficiency. This is a fully onsite role so the candidate will need to be based near their office in Newcastle

The successful individual will possess a broad range of technical skills spanning both on-premise and cloud technologies, alongside possessing excellent communication and customer service skills.

Duties and Responsibilities:

Providing guidance to Service Desk staff on ticket resolution.

Escalation for 2nd line Technical Engineers.

Resolving 3rd Line Tickets.

Performing Service Desk duties when required.

Contributing to a technical knowledge base.

Providing feedback to the Project and Service Operations Manager on all technical aspects of service desk.

Escalation to Infrastructure Manager when required.

Escalation to Security and Network Manager for any critical or security incidents.Knowledge, Skills and Experience:

A minimum of 5 years experience working in an IT environment.

A minimum of 3 years experience in a support/technical escalation role (2nd or 3rd line).

Mentoring junior members of the team and facilitating their technical development.Technical Skills

MS Windows Server: Active Directory, DNS, DHCP, Group Policy & Certificate Services.

Storage: FileServers, Shares, NTFS Permissions.

Citrix: Virtual Desktop and Apps, XenApp/Desktop, Netscaler.

MS SQL Server: DB Troubleshooting, Backup and Restore.

VMWare: ESX 6.7 Hosts, iSCSI Storage connectivity, Virtual Machines.

MS Office365 Admin: Exchange Admin, AAD, SharePoint Admin

Backup and Restore: Veeam, Zerto, Volume Shadow CopiesDesirable but not essential skills:

Experience working in a MSP Environment

If you are interested in this role, please apply now! If you'd like more information about the position please contact Louise Phelan on (phone number removed) or by email louise.phelan

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