3rd Line Support Engineer / IT Support

3rd Line IT Support Engineer for a busy MSP with a strong background in IT support, systems administration, and network management. Working with servers and operating systems, including Windows and Linux.

This role is in a busy service desk environment. Certifications in any of the following would be ideal: Microsoft Certified Systems Engineer, Cisco Certified Network Professional, CompTIA Server+. You will have proven experience in a 3rd line support or similar role, with a strong background in IT support, systems administration, and network management in enterprise environments.

Responsibilities:

1. Provide 3rd line support – troubleshooting escalated incidents and service requests, resolving complex technical IT issues related to systems, networks, applications, and infrastructure.
2. Oversee and execute the patch management process, ensuring that all systems, applications, and infrastructure components are regularly updated with the latest security patches and updates.
3. Conduct thorough root cause analysis to identify underlying causes.
4. Perform system administration tasks, including configuration, maintenance, and optimization of servers, operating systems, databases, and other IT infrastructure components.
5. Configure/manage network devices, such as routers, switches, firewalls, and wireless access points, to ensure optimal performance, security, and reliability of the network infrastructure.
6. Monitor the performance, availability, and health of IT systems and services using monitoring tools and platforms, promptly responding to alerts, and proactively addressing potential issues.
7. Coordinate and implement changes to IT systems and configurations following established change management processes and procedures.
8. Maintain accurate documentation of IT systems, configurations, procedures, and troubleshooting guides, and share knowledge with peers and lower support tiers.

Due to the nature of the business, you must have or be able to obtain SC clearance, with a view to obtaining DV clearance.

This role would suit an engineer who is proactive, enjoys problem-solving, and has excellent communication skills, working well under pressure to ensure stability and reliability of IT systems.