3rd Line Support Engineer (Hockley)

Seetec; Essex; On-site; GBP 42,000; Full time

Job description

Job Role

We're recruiting for a 3rd Line Support Engineer where you'll be responsible for delivering advanced technical support for all IT systems within NexSphere, a newly established Managed Service Provider. This role involves troubleshooting complex technical issues, ensuring optimal system performance, and addressing problems that cannot be resolved by the 2nd line team. The position requires operating within strict Service Level Agreements (SLAs) to achieve high levels of customer satisfaction.

Our ideal candidate should possess advanced technical knowledge and extensive experience in various domains such as systems administration, networking, software, and hardware. As the team's technical expert, the role is not solely focused on issue resolution but also includes mentoring 2nd line support engineers. This involves identifying training and development opportunities and delivering on them collaboratively. Additionally, the role encompasses developing the Knowledge Base by authoring articles that support internal staff development and promote a customer self-service approach.

This position demands deep technical expertise, the ability to manage escalated support requests, identify root causes of issues, and implement long-term solutions. When additional expertise or support is required, the engineer will collaborate with the in-house infrastructure team to resolve issues effectively.

In return for your dedication, knowledge, and commitment, we're offering a competitive salary of £42,000 p.a. with these great benefits:

• 25 days annual leave + Bank Holidays + Birthday Day off (with the opportunity to buy additional days)
• 2 Volunteer Days
• Pension - 5% Employee 5% Employer
• Healthcare Cash Plan, incl. 3 x salary life assurance
• Annual Salary Review
• Refer A Friend Scheme
• Free access to BenefitHub - an online portal with access to a wide range of retail discounts, cycle to work scheme and additional voluntary benefits

Interested? There's an easy to apply route below to upload your CV! If you need any further information, talk to our experienced Internal Recruitment Team on 01702 595200.

Location: Hockley, Essex
Hours: 37 hours a week. Monday to Thursday 8.30am to 5pm, Friday 8.30am to 4.30pm
Closing Date: 3 April 2025

Key Responsibilities

1. Investigate and resolve technical problems that are escalated from 1st and 2nd line support.
2. Manage and maintain IT infrastructure.
3. Handle high-priority incidents, coordinate with vendors and service providers as needed, and ensure issues are resolved within agreed SLAs.
4. Perform detailed analysis of recurring problems to identify root causes and implement preventive measures.
5. Create and maintain detailed documentation of technical issues, resolutions, and system configurations, to populate internal Knowledge Base.
6. Install, configure, and monitor system updates, patches, and security fixes.
7. Proactively monitor system performance and capacity.

Skills and Experience

1. Proficiency in networking technologies (DNS, DHCP, TCP/IP, VPN, VLAN).
2. Experience with databases (SQL Server, MySQL, Oracle).
3. Familiarity with virtualization technologies (VMware, Hyper-V).
4. Experience with security protocols, firewalls, and data encryption.
5. Knowledge of ticketing systems (e.g., ServiceNow, Jira, Ivanti).
6. Familiarity with remote management tools and diagnostic software.
7. Experience of working for a Managed Service Provider or similar environment.
8. 5+ years' experience of working in a technical support/systems admin role and working with IT helpdesk software.

Additional Information

NexSphere Business Solutions (Part of the Seetec Group) is committed to safeguarding and promoting the welfare of young people and vulnerable adults and expects all staff to share and uphold this commitment in conjunction with the requirements of the Prevent Duty and the positive promotion of modern British values.

Dependent on the role you are applying to, you may be required to process a Disclosure and Barring Service (DBS/DS) check. Seetec supports the recruitment of ex-offenders and will not discriminate in any way. Our full policy statement of "Ex-Offenders" can be found on our website under "About us".

Seetec is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.