3rd Line IT Support Engineer
Are you a seasoned IT professional with a passion for solving complex technical issues and providing top-tier support? Do you thrive in a dynamic environment where innovation and collaboration are key? If so, we have an exciting opportunity for you as a 3rd Line IT Support Engineer!
We pride ourselves on driving digital transformation in the legal industry and supporting some of the largest law firms globally.
What We Offer:
- A newly renovated, state-of-the-art office in Central London.
- Excellent opportunities for development and training.
- Outstanding benefits including a contributory pension plan, healthcare insurance, and enhanced maternity and paternity leave.
- A friendly and inviting work environment with flexible working arrangements.
- Additional perks like an Employee Assistance Programme, Electric Vehicle Salary Sacrifice, Cycle to Work Scheme, and regular company social events.
Duties and Responsibilities:
- Collaborate with Level 1 and 2 IT support teams globally to provide top-class support to end users.
- Assist in designing, monitoring, troubleshooting, and supporting our IT environments.
- Serve as the point of escalation for user support requests via our service desk ticketing system.
- Play a key role in planning and executing IT projects.
- Document processes and procedures, and help review and enhance existing documentation.
- Deploy patches on hardware, software, networks, and environments, supporting the architecture and integration of technical solutions.
- Maintain high standards in ISO 27001 and Cyber Essentials Plus accreditation.
- Research and document major incidents and problems, developing complete documentation and Root Cause Analyses (RCAs).
Key Skills and Experience:
- Proficiency in Windows 10, macOS, Linux, and the Office 365 suite.
- Experience with AWS, Microsoft Azure, and Microsoft O365 platform services.
- Knowledge of Windows Server technologies, including Microsoft Hyper-V and/or VMware.
- Understanding of iSCSI, file storage technologies with availability clustering and failover management.
- Advanced knowledge of networking, connectivity, VPN technologies, and firewalls.
- Hands-on experience with IT hardware and software installation, modification, maintenance, and repair.
- Familiarity with Microsoft Intune or other MDM tools.
- Expertise in Windows PowerShell or other scripting languages.
- Experience with MS DPM, Azure backups, and other backup solutions.
- Proficiency with ticketing solutions like HaloIT or JIRA, serving as an escalation point for incident resolution.
- Strong documentation skills (reports, policies, procedures, workflows).
Desirable Qualifications:
- ITIL v4 Foundation.
- Certifications such as MCSE/MCITP or equivalent.
- CCNA and/or CCNP.
- Prince 2 and/or Agile.
- Knowledge of ISO 27001.
We will support you in achieving these qualifications during your employment with us and provide any other training you need or desire.