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IT Support Engineer 2nd/3rd Line Posted Mar 13
Orleston Associates Ltd , Bromsgrove, Worcestershire, United Kingdom
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IT Support Engineer 2nd/3rd Line

3rd Line Support/Technical Support Engineer/IT Support Technician/2nd Line/3rd Line/

2nd/3rd Line IT Support Engineer is needed by our client, an established and growing supplier of IT services, to be based in Bromsgrove (Worcestershire). They offer a range of value added IT services for both initial deployment and full support. Including Servers and networks, VoIP telecoms, web and security solutions, all using enterprise-level technology applied to small and medium businesses.

They partner with brands including Microsoft, ConnectWise, Fujitsu, WatchGuard, 3CX and many more. Their client base can be found in all corners of the UK, especially in Worcestershire, Warwickshire and the West Midlands.

Equipped with over 25 years of experience, they are now on the lookout for a Senior IT Support Technician to join our ever-expanding company, and to become an essential part of our skilled team.

About the Role

Your role will be hands-on and varied, and involve the following:

Providing advanced helpdesk tasks

Acting as the point of escalation for 2nd line engineers

Mentoring 1st/2nd line staff

Completing project and installation works when necessary (such as infrastructure changes to Servers and networks)

Managing the overall success of their clients' IT systems

Undertaking full specification, builds and configurations of Servers, clusters and networks

About Your Skills

Solid understanding and experience in the following technical areas:

Backup strategies, technologies & disaster recovery

Email systems (including MS Exchange, O365, mail flow troubleshooting)

Microsoft Active Directory & domain services

Server Operating Systems (including 2008, 2008R2, 2012, 2012R2, 2016)

Desktop Operating Systems (including Windows 7,8.1, 10)

Networking (including routing, switching, DHCP, DNS, VPNs, Firewalls, wireless technologies & managed wireless solutions)

VoIP phone systems, telecoms, SIP, preferable use of 3CX

Setting up & supporting mobile devices (eg phones/tablets using iOS, Android, Windows)

End Point Management systems (eg SCCM, ConnectWise, Kaseya)

Clusters & high availability systems

Virtualization technologies (including Hyper-V, VMWare)

Security (including NPS, Radius, network restrictions, 2-factor authentication, preferable use of WatchGuard Firewalls)


Linux & VDI (a bonus!)

Desirable Traits

They are looking for someone to not only meet their technical skills, but also to make an impact on the team:

Self-starter & forward-thinker

Desire to push your skills and career to the next level

Ability to prioritise and manage workload effectively

Experience working to Service Level Agreements

Professional, flexible & personable approach to user/customer relations

Experience of working on customer premises

Capable of thinking & acting quickly under pressure

Previous experience in a 2nd/3rd line role in a front-line technical IT support environment

Ability to work independently and within a team

Excellent communication & documentation skills

Strong troubleshooting ability

Applicant will be required to undertake an enhanced disclosure and Barring Service (DBS) Check if successful

Experience managing difficult IT outages with clients & incident management

Understanding of ISO standards (preferably with some experience)

MCSA/SCSE, VMware accreditations, CompTIA, Cisco or similar

Strong Leadership skills

Full UK driving License (Clean)

What's on Offer

Salary of £25,000 - £30,000 per annum (depending on experience)

Working Hours

Full time, Monday - Friday, 9.00am - 5.30pm

If this role sounds of interest, click on the APPLY button now.

Employment Type: Permanent

Pay: 25,000 to 30,000 GBP (British Pound)
Pay Period: Annual