3rd Line Technical Support

Location: Cheltenham

Salary: £42k - 46k per year + Excellent Benefits

Type: Permanent

Closing Date: 10/02/2021

Want to be part of the team?

The successful candidate will have proven skills and knowledge in all areas of 3rd Line support and infrastructure ranging from design and specification to build and configuration. 

What will you be doing?

3rd Line Support

  • Diagnosing and resolving a wide range of IT issues for clients both on site and remotely. 
  • Assisting other members of the Service Delivery team with technical issues and acting as an escalation point for 1st and 2nd line engineers.
  • Ensuring core infrastructure is supported and assist in making recommendations for future enhancements.
  • Providing Tier 3 troubleshooting on active infrastructure, switches, routers, firewalls and network management systems
  • Proactive 3rd line support of the network active infrastructure through carrying out investigations
  • Provide 3rd level support and monitoring for internal and hosted servers and networks to ensure the smooth running of all systems.

Presales Support

  • Providing architectural assistance to the Sales Team in the development of appropriate solutions for clients, including attendance at client meetings.
  • Undertaking Research and Development, investigating new technology and solutions.

Resolution of incidents and requests

  • Investigating assigned 3rd line calls to identify the root cause of incidents and problems.
  • Taking ownership for managing incidents through to resolution within service level conditions and coordinating support from vendors where necessary.

Document project Implementations and infrastructure changes

  • Producing Knowledgebase articles regularly to expand self-help tools for customers and internally
  • Documenting technical environments, processes, and procedures, testing plans and project plans

Project Implementation

  • Leading IT projects as required to provide new functionality/systems, ensuring that all projects are completed thoroughly, including the required project documentation.

What would make you a good fit for this role?

  • Excellent time management skills
  • Flexible, with a positive and upbeat attitude
  • A strong understanding of project management methodologies
  • Proven fault-finding and problem-solving capability
  • A willingness to learn and expand your knowledge
  • A passion for all things techy, with a ‘hands on’ approach
  • Ability to work independently and as part of a team
  • Customer facing with excellent communication skills
  • Organised with the ability to manage a conflicting and busy workload
  • Ability to engage with and manage C-suite stakeholders

Technical Skills

  • Proven capability of working in a busy and varied IT Support environment, preferably in Managed Services
  • Windows Server, Azure, Office 365, Active Directory, Networking
  • Experience of working on and supporting an enterprise scale network
  • Network engineering experience – firewall policies / switch configuration / OSPF advanced protocols / CCNA/CompTIA Network+/SCP or similar
  • Windows installation, deployment, migration and upgrades
  • Excellent knowledge of Office 2013/2016/365
  • Excellent knowledge of Windows Server 2003/2008/2012/2016
  • Working knowledge of networking components, operating systems and basic configuration and maintenance

What we are offering

A competitive package including:

  • Basic Salary of £42K – £46K
  • 23 days paid holiday (incremental with service) plus Bank Holiday
  • Corporate Eyecare

Following successful completion of 6-month Probationary Period:

  • Core benefits provision: Pension, Group Life Assurance, Private Healthcare
  • On call allowance

Additional Perks from day one:

  • Employee recognition platform offering multiple discounts to you and your family
  • A balance of remote and office working
  • Work anniversary celebrations and long service recognition awards
  • An innovative and inclusive working environment
  • A fully supported training and development programme tailored to your learning
  • Celebrating you – your Birthday off work!
  • Lots of team and Company-wide social events
  • Refer a Friend Scheme – potential to earn yourself a bonus of £1,000!


Salary£42k - 46k per year + Excellent Benefits
Job ReferenceLM36
Contract TypePermanent
Closing Date10/02/2021
Regional OfficeCheltenham
Date Posted03/02/2021

To discuss this position further please contact:

Lee Marshall

Senior Consultant



Apply Now

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