This is a great opportunity to join a growing IT support business, involved right at the heart providing customer support at 3rd line with the flexibility to take ownership of any situation with a real chance of progression with the business.

Key responsibilities

• 3rd Line Support: Perform advanced troubleshooting and provide resolutions for complex IT issues.
• Escalation Management: Act as the highest point of escalation in the Service Desk team to support our Level 1 and Level 2 engineers.
• Incident Management: Manage and resolve high-priority incidents, ensuring minimal downtime and disruption.
• System Administration: Maintain and administer critical IT systems, including servers, networks, storage solutions and applications.
• Project Involvement: Participate in IT projects, providing technical expertise for system upgrades, deployments, migrations and client onboardings.

Shift Working: Work as part of a weekly shift rotation, alternating between an early shift (07:00-16:00) and a late shift (10:00-19:00) with a 1-hour lunch break and the option for remote working.

On-Call Cover: Provide escalation assistance to engineers covering our 24/7 emergency support service, as part of a weekly on-call rota (currently 1 in every 5 weeks).

Key Requirements:

Experience: A minimum of 5 years experience in an IT support role, ideally with at least one at a Level 3 position.

Technical Skills:

Expert knowledge of Windows operating systems and Microsoft 365 platforms/applications.

Highly experienced with Windows server environments (Roles, Active Directory, Group Policy etc).

Detailed understanding of common IT hardware and devices, including internal components.

Solid understanding of TCP/IP networks and related hardware.

Solid understanding of VOIP telephony systems.

Solid understanding of file storage, backup and disaster recovery principles and solutions.

Highly experienced with virtualisation platforms (Hyper-V, VMware, Proxmox etc).

Experience with other operating systems for both desktop and mobile (Linux, MacOS, iOS, Android etc.)

Familiarity with common business applications (Sage, Google Workspace, Zoom, various printing solutions etc.)

Keen awareness of key Cyber-Security principles.

Extremely strong technical troubleshooting and problem-solving abilities.