Systems Engineer/3rd Line Support
- Annual Salary: Starting at £36k
- Location: Norwich - hybrid working (3 in 2 wfh)
- Job Type: Full-time
We are seeking a Systems Engineer to join our Service Desk team at a fast-paced IT company. The successful candidate will provide both onsite and remote technical support, manage complex technical issues, and ensure service level agreements (SLAs) are met. Acting as an escalation point for other engineers, this role is crucial in maintaining our high standards of client service and technical excellence.
Day-to-day of the role:
- Provide 3rd Line diagnosis and resolution, maintaining a high level of 5 technical knowledge.
- Install and maintain IT systems in line with specifications to meet client requirements securely and efficiently.
- Log service tickets received via various channels and manage them through to resolution.
- Maintain accurate documentation in our system and create knowledge articles for incident resolution.
- Implement projects adhering to our standards and assist in meeting KPIs and customer satisfaction.
- Act as a mentor for other team members, promoting a culture of learning and development.
- Uphold and communicate company standards, focusing on client service and efficient response.
Required Skills & Qualifications:
- Proven problem-solving skills and a commitment to outstanding customer service.
- Proficiency in Microsoft 365 and IT security, particularly securing identity in the cloud.
- Experience with Windows Server (2012 onwards), Windows Desktop, and networking technologies including LAN/WAN.
- Familiarity with DHCP/DNS, virtual environments (Hyper-V/VMWare), and PowerShell scripting.
- Knowledge of Microsoft Azure and experience with an RMM tool.
Desirable Skills:
- Previous experience working for an MSP.
- Familiarity with Cisco Meraki, automation skills, problem management, and understanding of ITIL methodologies.
- Project management/implementation experience and leadership qualities.
Benefits:
- One week of classroom-led training per year.
- Bonuses for IT certifications achieved.
- Funded training and LinkedIn Learning subscription.
- Vitality health insurance and 5% company pension contribution.
- Additional day off for your birthday and long service travel vouchers.
- Internal rewards scheme and funded team events.
- Access to electric car charging ports and sit/stand desks for all staff.
- Complimentary beverages, fruit, and snacks.
- Flexible working arrangements.
To apply for this Systems Engineer position, please submit your CV and cover letter detailing your relevant experience and why you are interested in joining our team.