3rd Line IT Support Engineer

We are an award-winning financial services organisation specialising in buy-to-let lending. We’ve been providing our mortgage service for over 10 years and due to internal movement, we are currently seeking an experienced IT Support Engineer – 3rd Line, to join our team with the focus being to maintain, upgrade, and manage the Company’s software, hardware and network infrastructure.

You will work Monday to Friday 9am – 5pm, with hybrid working after successful completion of probationary period (2 days at home). The role will offer up to £45k dependant on experience plus our Annual Discretionary Bonus. We offer excellent benefits that include but are not limited to: 11% non-contributory pension scheme from day 1, 25 days annual leave increasing with service, Private Medical Insurance, Enhanced Company sick pay, Income protection scheme, Enhanced Maternity and Paternity leave and pay, 2 paid days to volunteer each year (post probation) and more.

This role will be responsible for providing high-level technical support to the business, ensuring effective resolution of complex IT issues. This is a customer-facing role requiring excellent customer service skills and the ability to communicate with stakeholders across all levels of the business. You will act as an escalation point for support tickets and will provide coaching and mentoring to technicians providing routine 1st and 2nd line desktop support.

This is very much a generalist IT Support role and requires someone who has several years’ experience within IT support and has worked for a managed service provider or in an in-house role. This role would suit an individual who is looking for a step up into a 3rd line role having established their career in 2nd line support or someone who is currently in a 3rd line support role looking to join an organisation whereby they can develop their career and work for a bigger organisation.

Working in a team of 6 and reporting to IT Manager, the key areas of responsibility will include:

1. Providing technical support and guidance to end-users, troubleshooting and resolving IT-related issues.
2. Ensuring that your role is performed in-line with cyber security best practices, including responding to incidents and regular security monitoring working closely with the IT Security Team.
3. Providing training and mentoring to 1st and 2nd line support engineers to enhance their technical skills.
4. Working inline with industry regulations, standards and data protection laws.
5. Responding to major incidents, communicating efficiently and effectively across the business, and collaborating with 3rd party support.
6. Providing technical direction for the development, design and integration of systems.
7. Continually creating and maintaining comprehensive technical documentation for all systems.

To be successful you will need:

1. Proven experience in a similar IT support role, ideally 5 years minimum.
2. Strong knowledge of cloud technologies (Azure services such as Azure Active Directory, Defender 365, Sentinel etc.)
3. Proficient in virtualisation technologies (e.g. Azure Virtual Machines, VMWare)
4. Windows Server technologies, managing Active Directory and Group Policy
5. Solid understanding of networking concepts.
6. Experience with PowerShell scripting and automation
7. Familiar with security frameworks and standards such as ISO 27001
8. Excellent problem-solving skills
9. Exceptional customer service skills
10. Strong interpersonal and communication skills, with the ability to explain complex technical concepts to non-technical stakeholders.

In return we can offer a people-focused company to work for, excellent benefits and competitive salary package with progression for the right individual.

Ref: 34031/203
Type: Permanent
Location: Fleet
Industry: Commercial
Salary: £40k - 45k per year + benefits

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