The Level 3 Support Engineer is a strategic technical position within the organisation and is responsible for remote and onsite support needs of our customers. This position is responsible for maintaining the design and integrity of customer’s network, hardware and software systems. Our customers are predominately located in the Hampshire/South England area, although we also have customers outside of this territory.

Note: This is not exhaustive and will be subject to periodic review. It may be amended to meet the changing needs of the business. The post-holder will be expected to participate in this process and we would aim to reach agreement on any changes.

Primary responsibilities:

• IT support relating to technical issues involving Microsoft’s core business applications, as well as virtual environments built on Citrix, Microsoft, and VMware
• Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
• Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Technical services and support of VoIP telephony solutions
• Remote access solution implementation and support: VPN and Remote Desktop Services
• System monitoring
• Engineer and implement system solutions for customers using technologies that meet their needs
• Support a wide variety of customer-specific line-of-business applications
• Implement and support disaster recovery solutions
• System documentation and consulting services to include system reviews and recommendations
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Additional duties and responsibilities:

• Assist the Operations and Technical Directors in ensuring staff skill matches workload to optimise workforce utilisation and maximise productivity
• Work efficiently and productively to achieve and exceed SLA’s, KPI’s and profitability targets
• Improve customer service, perception, and satisfaction
• Escalate service or project issues that cannot be completed within agreed service levels
• Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
• Develop in-depth knowledge of the service catalog and how it relates to customer’s needs
• Document internal processes and procedures related to duties and responsibilities
• Responsible for entering time and expenses in ConnectWise [our ticketing and automation system] as it occurs
• Work through a daily schedule in ConnectWise that has been established through the dispatch process
• Work through project tickets and phases in ConnectWise as assigned by a Project Manager
• Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry
• Provide out of hours support on a rota basis

Knowledge and skills required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential skills

• Experience with Microsoft Office 365 products, including Exchange Online, SharePoint Online, and Office software
• Good knowledge of networking, including WAN and LAN connectivity, switching, DNS etc
• Some Microsoft Server technology experience, incl. Hyper-V, clustering, DHCP, DNS, licensing
• Desktop and laptop hardware provisioning
• Strong understanding and technical background in an MSP Desirable Skills
• Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, Cisco CCNA, or VMware VCP
• Experience with Microsoft Azure technologies
• Experience with VoIP telephony, both hosted and on premises
• Cyber security awareness, incl. Cyber Essentials scheme
• Familiarity with some or all of the following networking products: Untangle, WatchGuard, Draytek, Netgear, Ubiquiti (UniFi)
• ITIL Foundation Certified
• Strong understanding and technical background in an MSP

To succeed in this role you will need: 

• Excellent organisational skills with the ability to prioritise
• Good analytical/problem solving skills
• The ability to communicate effectively at all levels with good relationship building skills
• Self-motivated and keen to develop, with a willingness and desire to learn
• Self-motivated with the ability to mentor and assist colleagues in technical and customer support issues.
• To possess initiative with an inquisitive nature, unafraid to ask appropriate questions
• Be willing and available to work extra hours if the needs of the company require it
• Ability to work in a fast-moving environment, multi-task and adapt to changes quickly
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all client’s key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Service awareness of all client’s key IT services for which support is being provided
• Present an acceptable appearance at all times
• Good numerical and literacy skills and good levels of computer literacy
• Typing skills to ensure quick and accurate entry of service request details
• Full driving license essential