3rd line engineer

Your new company
Join a thriving and expanding IT company that offers a variety of cutting-edge solutions to a diverse range of clients. As a 3rd line engineer, you will be part of a dynamic and supportive team that delivers exceptional service and value to customers.

Your new role
The Level 3 Support Engineer will be responsible for:

• Providing expert technical support to resolve complex IT issues for clients contacting the support desk.
• Analysing, troubleshooting, and diagnosing escalated incidents to ensure that issues are resolved in a timely fashion and customer down-time is minimised.
• Collaborating closely with Level 1 and Level 2 support teams to stream-line issue escalation processes and enhance overall service delivery.
• Designing, implementing, and maintaining advanced infrastructure solutions tailored to meet client's specific needs.
• Conducting in-depth root cause analysis to identify and address recurring issues allowing the implementation of preventative measures.
• Contributing to the development of standard operating processes, knowledge bases and documentation to improve overall efficiency of Sentinel's support functions.
• Serving as a technical escalation point for Level 1 and Level 2 engineers, offering guidance and knowledge transfer.

What you'll need to succeed

• MS Office 365, SharePoint, Microsoft Teams, One Drive.
• Active Directory and Azure AD
• VPNs, Firewalls, Routers, managed switches, wireless LANs - ideally DRAYTEK
• Virtualisation - likely VMWare
• In depth understanding of network protocols, routing, and subnets. Remote support of Windows 2016, 2019 and 2022.
• Exchange 2010 and above.
• Cloud based Telephony/ SIP Trunks configuration & support.
• Dropbox/ Google Drive
• Knowledge of Wireless PTP link connections
• Scripting/ PowerShell, CMD
• Google Sheets Scripting preferred.
• Knowledge and support of Apple operating systems on both IOS and MACOS
• Experience using remote access software.
• Service management systems ideally Connectwise.
• Cyber-security solutions such as Bitdefender or Webroot
• Cabling and patch management

What you'll get in return

• Free parking on-site
• Generous holiday package of 20 days plus bank holidays, increasing with service
• Company Pension scheme
• Company wide Bonus Schemes
• Career Path planning & Training Opportunities
• Staff chill space with dart board, sofa, TV, games & refrigerator · Staff social events

What you need to do now


If you\'re interested in this role, click \'apply now\' to forward an up-to-date copy of your CV, or call us now.
If this job isn\'t quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

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