3rd Line Support Engineer - MSP - City of London

3rd Line Support Engineer - MSP - City of London

Salary: up to £45K DOE + Personal development opportunities, Pension, Staff Treats, Annual bonus, plus - rotating 1 week in office, 1 week remote working

My client a SME Managed Service Provider based in the City of London (Bank area), with an exclusive list of clients they are looking for an experienced 3rd Line Support Engineer/Client Services Engineer, with an exceptional customer service attitude and ideally experience of working previously for a small or medium sized Managed Service Provider.

Core base skills:

• MSP experience.
• Windows 11.
• Microsoft 365 fundamentals as minimum certification.

Our client is a leading provider of IT managed services in London. They offer a wide range of IT services from strategic project management to remote support.

Required Skills for the 3rd Line Support Engineer/Client Services Engineer:

• Strong working knowledge of Windows 10 - 11, Windows 7 and Mac OS X.
• Network experience; LAN, WAN, Wi-Fi including troubleshooting and configuration.
• Strong working knowledge of Windows Server 2019 onwards; Active Directory, DFS, FAP, Hyper-V, ADFS, DHCP, DNS.
• Understanding of PC hardware and software setup and configuration including TCP/IP Networking skills.
• Cloud Technologies; Microsoft 365, Google Workspace, AWS, Azure.
• Experience in troubleshooting client-side applications such as Microsoft Office, Sage, CRM systems.
• Advanced problem-solving skills.
• Excellent communication skills both verbally and written, ability to communicate with clients at all levels in a professional manner.
• Relevant up to date Microsoft Accreditations.

They are a close-knit team who love to have fun. The team is continually developed across all aspects of IT to ensure they provide the very best solutions. Team members are fully qualified and experienced IT Engineers and personal development is supported throughout their journey.

They aim to travel the extra mile for clients and exceed their expectations. The success of the business to date has been built through referrals from satisfied clients.

Purpose of the for the 3rd Line Support Engineer/Client Services Engineer:

• The successful applicant will be responsible for providing technical assistance to a variety of end users which includes answering questions, consulting or resolving systems issues via telephone, remote connectivity or in person.
• The role will be acting as the escalation point of contact for engineers, providing immediate advice and resolution via troubleshooting and configuration updates.
• From the point of escalating a ticket you will be the ticket lead, responsible for providing a resolution, liaising on other engineers as required, and following up with the client to ensure that they're happy with the service.
• The role will deliver a high level of hardware and software support by efficiently providing technical assistance in relating to installations, upgrades, applications, email and operating systems.

Duties and responsibilities 3rd Line Support Engineer/Client Services Engineer:

• Assist end users by providing technical support to raised queries in a professional manner while maintaining a high level of customer service and working with Tier 2 engineers effectively as required - this may be remote troubleshooting or involve site visits.
• Take ownership of all technical queries, ensuring that they are resolved within accordance to each client's SLA.
• Manage ticket queue, ensuring that all open tickets are up to date with relevant troubleshooting steps and current ticket status.
• Maintain a thorough record of client information through our documented change processes.
• Create and maintain an IT knowledge base for use by other field engineer as well as clients.
• Evaluate client's efficiency of different IT systems and recommend improvements.
• Manage client systems including Microsoft Exchange, Active Directory, local and cloud file storage, disaster recovery, VoIP etc. in a proactive manner to ensure minimal downtime.
• Provide clients with recommendations for hardware solutions such as laptops, wireless access points, storage devices etc
• Liaise with third party hardware and software providers in order to effectively troubleshoot client issues in a timely manner.
• Install and perform repairs to hardware, software or peripheral equipment, following design or installation specifications.
• Maintain systems, install new hardware and make modifications as required.
• Identify and research future infrastructure systems and technology innovations and apply this knowledge to client infrastructure improvements.
• Provide clients with advice and support on system improvements and benefits.
• Assist with project work as requested. This may include design, implementation or a combination of both.

3rd Line Support Engineer - MSP - City of London

Salary: up to £45K DOE + Personal development opportunities, Pension, Staff Treats, Annual bonus, plus - rotating 1 week in office, 1 week remote working