3rd Line Support Engineer

SUMMARY:
3rd Line Support Engineer

POSITION INFO:

Job purpose:

Within this role, you will be involved in technical project work and support the first/second line support team; you will also be responsible for ongoing maintenance and support of the on-premises & cloud-hosted environment on a BAU basis. The role may involve travel to support and deploy group solutions.

You will be tasked with day-to-day support and troubleshooting of issues within the company''''s infrastructure services ensuring you work within agreed SLAs within an ITIL environment.

You will be involved in a variety of Infrastructure projects spanning from day-to-day operational improvements to new service delivery solutions.

You will be a seasoned 3^rd Line professional with in-depth experience across a range of infrastructure platforms with an excellent understanding of Microsoft cloud technologies. The successful candidate will be passionate about technology and eager to develop their skillset. You will have had a background working with servers and supporting end users. Now working as a specialist supporting a broad span of technologies including Azure, AWS, O365, Azure AD, Intune, PaaS & SaaS technologies.

Alongside extensive technical knowledge, you will have experience of working with a variety of high-level stakeholders to represent the infrastructure function at the group level and will contribute to the overall IT strategy.

The purpose of this role is to act as a single point of contact for our clients staff, clients, and vendors, providing technical support, guidance, and end to end ownership of ITIL aligned Service Desk processes (Incident, Service, Change and Problem Management).

Key Responsibilities:

• Providing 3rd line technical support across the IT Infrastructure environment including cloud technologies
• Ensuring that all incidents, problems, and requests are progressed and updated through to completion.
• Design, deploy, and maintain scalable and secure infrastructure solutions.
• Collaborate with cross-functional teams to develop and implement network policies, procedures, and best practices.
• Microsoft Administration O365, Azure AD, Entra, End Point Security, AVD

Education and requirements  

• Minimum of 5 years of experience in IT support and delivery
• Microsoft 365 , Azure certification or equivalent
• Experience with cloud networking technologies
• Familiarity with security compliance and standards such as GDPR, ISO 27001, NIST, etc.
• IT Degree advantageous
• Excellent Microsoft administration skills to include Azure AD, Intune, O365, Entra, Exchange, SharePoint.
• Excellent experience of infrastructure components like Networking, Server platforms, storage, application structure (2-tier, 3-tier), Identity, Security (Encryption, PKI), load balancing.
• Experience of administration and troubleshooting within Office 365, Azure, Active Directory, Intune, Entra
• Experience working with a large application estate running IIS & SQL
• Experience managing infrastructure estates using configuration management and application management & monitoring tools. Strong & demonstrable experience migrating workloads to cloud platforms
• Solid Experience of PowerShell, scripting and automation
• Solid Experience with MS Windows Server- configuration and support
• Excellent Virtualisation skills - VMware vSphere, Proxmox and Hyper-V
• Ability to isolate issues across various systems, including hardware, software, networks, and databases.