3rd Line Support Engineer

Job Title: 2nd/3rd Line Support Engineer
Location: Outskirts of Ipswich
Salary: £35,000 - £48,000

Benefits: 25 days holiday + Bank Holidays, Health Care, Workplace Pension Scheme, Training & Development Opportunities

Role Overview:
We are looking for a skilled and motivated 2nd/3rd Line Support Engineer. This full-time, on-site role involves troubleshooting and providing exceptional technical support to our clients, ensuring smooth operations for their IT systems. As a Senior Support Engineer, you will play a key role in managing system health, resolving complex issues, and delivering excellent customer service.

Key Responsibilities:

• Monitor Real Time alerts for hardware, software, and security issues, using central monitoring software to predict and prevent problems.
• Support and maintain a Microsoft Hyper-V environment, including VMs, SAN solutions, and system applications.
• Perform regular system checks on hardware, performance, configurations, asset inventories, and database backups.
• Plan, test, install, and roll out system updates (Servers, Clients, Network, Applications, etc.) on both pre-production and production systems.
• Serve as a point of escalation for system issues and resolve unplanned faults.
• Investigate, troubleshoot, and resolve 3rd line support tasks, liaising with software/hardware suppliers as required.
• Provide timely, accurate remote troubleshooting and support to resolve issues without the need for on-site visits.
• Maintain accurate and up-to-date records of technical issues in the fault recording system.
• Stay informed about new technologies and participate in ongoing training and development (including occasional out-of-hours work).
• Produce clear, well-structured technical documentation for various purposes.

Essential Skills & Experience:

• 3+ years of experience in IT, Server Support, or IT Administration, providing high-quality technical support and customer service.
• Experience in offering remote diagnostics and troubleshooting support.
• Strong analytical and problem-solving skills, with the ability to communicate technical issues clearly.
• In-depth knowledge of Microsoft OS (Server & Desktop), Active Directory, DNS, and Group Policy Management.
• Solid understanding of Microsoft Windows Servers (including Hyper-V), Desktop, and storage solutions.
• Experience with LAN/WAN/Firewall networking.
• Ability to explain technical concepts to non-technical users, as well as to communicate effectively with technically skilled engineers.
• Strong time management skills and ability to meet project deadlines.
• Experience in producing clear, well-structured reports and technical documentation.
• Full UK driving license.

To Apply:
Please submit your CV and cover letter outlining your relevant experience.