3rd Line Support Engineer

Aspire Technology Solutions; Gateshead; On-site; GBP 30,000 - 50,000

Job description

About Aspire

At Aspire Technology Solutions, we look for dynamic individuals who want to work for one of the fastest growing IT and Cyber Security providers in the UK. It is an exciting time to join us on our journey as we grow and expand!

Our mission: To deliver technology like no other!

About The Role

We are looking for a 3rd Line Support Engineer with a strong technical background and passion for problem-solving to join our 3rd Line team.

Working alongside the wider Service Desk, you will work towards continually driving home technical solutions whilst putting our customers needs first. You will be delivering exceptional customer service for cases that have been escalated to you by our infrastructure support engineers.

Our ideal candidate would be an experienced engineer who is an instinctive problem solver and able to drive technical solutions. Strong communication skills will help you diagnose the customers issue and explain technical issues in a way that non-experts can understand. Efficiency is also important to succeed, as you will be managing a diverse workload.

Communication with customers will take place over the phone and via email whilst utilising fault-finding programs that assist you in diagnosing and fixing customer problems remotely. Additionally, you will play a key role in mentoring and supporting junior engineers across the Service Desk, helping to develop their technical skills and troubleshooting capabilities.

Customer service is key to success in the role living our values is woven through everything we do to guarantee that our service delivery is second to none.

What you will be doing

Providing Day-to-day IT Support For a Large And Diverse Customer Base Through Remote Diagnosis, Troubleshooting, And Resolving Tickets In Relation To Issues With The Following:

1. Diagnose and resolve escalated technical issues related to virtualization platforms (e.g., VMware, Hyper-V), Windows Server, and Microsoft Azure.
2. Provide expert guidance and support for Microsoft products, including but not limited to Windows Server, Active Directory, Exchange, and Office 365.
3. Improve virtualization solutions to optimize server performance and resource utilization.
4. Conduct root cause analysis (RCA) to identify recurring issues and implement long-term solutions.
5. Collaborate with the infrastructure support team to ensure efficient issue escalation and resolution.
6. Support continual improvement by identifying opportunities for efficiency, including automation of manual processes.
7. Mentor and support engineers across the Service Desk, providing guidance on troubleshooting and best practices to enhance their technical development.

You will suit the role if you have

1. Expertise in virtualization technologies, including VMware and Hyper-V.
2. In-depth knowledge of Microsoft server platforms, including Windows Server, Active Directory, Exchange, and Office 365.
3. Strong troubleshooting skills and the ability to analyze complex technical issues.
4. Awareness of security best practices and Microsoft best practices, ensuring a secure and well-maintained infrastructure.
5. Ability to conduct root cause analysis (RCA) and implement permanent fixes to prevent reoccurring issues.
6. Excellent communication and interpersonal skills, with the ability to convey technical information to non-technical stakeholders.
7. Strong problem-solving abilities and a proactive approach to identifying and addressing potential issues.
8. Ability to work independently and as part of a team, often in high-pressure situations.
9. Experience working in a Managed Service Provider (MSP) environment is a bonus, with the ability to support multiple customers across varied infrastructures.
10. A passion for mentoring and developing engineers to enhance team-wide technical capabilities.

Relevant Industry Certifications Are Highly Desirable, Such As

1. Microsoft Azure Administrator (AZ-104)
2. Microsoft 365 Certified: Enterprise Administrator Expert
3. VMware Certified Professional (VCP)
4. Cisco CCNA
5. An understanding of Service Desk operations, a qualification within the ITIL framework, and experience using an ITSM tool would be useful.

Our values

We understand that you might not have all of the qualifications and experiences that we think are key to succeeding in this role therefore we provide continuous learning and development at Aspire which is at the heart of everything we do. As long as you are passionate, eager to learn and driven to be the best at what you do and live our values this role may be a fit for you.

Salary

Depending on experience

Benefits

Here at Aspire we offer a great benefits package and a competitive salary. Being a people-centric organisation is what sets us apart we strive to look after our people in the best way we can!

• Travel benefits including free parking, subsidized travel passes and much more!
• Health Cash Plan
• Cycle to Work Scheme
• Network Benefits
• Employee Assistance Program
• Enhanced Annual Leave Entitlement (increasing with length of service)
• Enhanced Maternity, Paternity and Parental Schemes
• Enhanced Pension Scheme
• Tech Purchase Scheme
• Electric Vehicle Salary Sacrifice Scheme
• Employee referral scheme
• New business referral scheme
• Discounted Gym Membership
• Life Assurance and Critical Illness cover

Location and Working Arrangements

You will be based at Aspires Gateshead Head Office with travel as required.

Hours of Work

Full time (37.5 hours per week), Monday to Friday

Equality, Inclusion and Diversity at Aspire

Aspire is an equal opportunity employer committed to creating a culture that respects and values each others differences, that promotes dignity, equality and diversity that encourages individuals to develop their true potential.

#AspireForMore