3rd Line Support Engineer

Fortis Recruitment are working exclusively with a great MSP to recruit a 3rd line support engineer to join their team for an office based role in the Amersham area.  You will be the technical go-to person and will deal with escalations that more junior members of the team pass on.  The 3rd line escalations engineer will be resolving complex issues across Microsoft 365, Azure, servers, networking, security, and cloud infrastructure.  You will mentor engineers and help drive technical excellence.

This is an excellent opportunity for someone that enjoys solving technical challenges and takes ownership of issues, seeing them through to completion.  We are looking for candidates that ideally have 5 years support experience in an MSP environment.  You will also have excellent, proven customer service skills and a can do attitude. Due to the nature of the work the 3rd line support engineer will need to be able to get an enhanced DBS clearance.

Responsibilities / Requirements

• Manage tickets in line with SLA's, keeping customers well informed throughout
• Taking ownership of escalated tickets through to resolution
• Supporting and mentoring the 1st and 2nd line team to confidently handle more complex technical issues
• Monitor and maintain client infrastructure and systems, responding proactively to alerts
• Strong Microsoft 365, Azure, Active Directory and Windows Server skills
• Good understanding of networking technologies, including switches (HP Aruba, Meraki), wireless (Ruckus, Ubiquiti) and firewalls (Watchguard)
• Excellent troubleshooting and problemsolving skills

This 3rd line support role is paying £40-45k DOE and is Monday to Friday on days.

We are looking for candidates that love being the technical “go-to” for issues and take pride in resolving client problems in a timely and professional manner. If you are an experienced 3rd line support engineer or escalations engineer looking for a new challenge and you enjoy passing your knowledge onto others please apply now for a confidential chat.

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