L3 Engineer
The role will be varied and challenging with a focus on projects and client wide delivery of
new products and solutions. The work will be Level 2.5/3 technical support and will include networking, server infrastructure as well as being an escalation point for less experienced technicians. With this role between 50 and 60% of the work will be project work with other work time for helpdesk assistance and training.
Responsibilities:
- Senior Technical Resource for our Organisation.
- Act as the escalation point for more complex issues within the team
- Resolve issues for a diverse range of systems, applications and technologies
- Manage issues submitted by clients via a ticketing system
- Train and mentor Helpdesk Staff (training through ticket escalation)
- Manage events and alerts generated from monitoring systems
- Create, manage and respond to tickets in our internal service management software
- Support infrastructure onsite at client premises
- Advanced Microsoft 365 Business Premium configuration
- Active participation and/or leading technical project delivery
- Assist with deployment and implementation of client-wide processed and management systems.
- Assist with implementation of security (Essential 8) for clients
To be successful in this role, you will have:
- Skills and Experience Requirements:
- You need to be able to demonstrate that you have delivered complete solutions for small organisations of 20-40 users from hardware recommendations, equipment preparation and planning to onsite delivery and migration services
- Prior experience ideally within a Managed or Professional Services organisation with proper time management skills
- Expectation to accurately record time including detailed ticket notes
- Server Deployment and Migration. You should be competent that if you are given a new server with iDRAC Access that you can build everything remotely
- Microsoft 365 Experience & Skills including Intune, Conditional Access, Defender for Endpoint as well as data migration to OneDrive, SharePoint and Exchange
- Comprehensive knowledge and experience with MS Windows Servers with specifically strong skills in Hyper-V, DHCP, DNS, IIS, AD, Group Policy
- Excellent Networking Skills including ability to be able to fully plan a network in its entirely, from end-to-end
- Excellent Firewall Skills. Strong preference for experience with Sophos XG/XGS Firewalls and Sophos Central
- Strong ability to analyse, design and maintain IT systems and solutions for small to medium size businesses
- Essential Qualifications/Experience:
- 6+ Years IT Support Experience
- 3+ Years in a senior position (L3/Engineer/Consultant etc)
- Cloud and On-Prem Infrastructure Experience
- Professional IT Certifications, such as Microsoft MCSE, MCITP, Cisco CCNA, CCNP
- (Not expected to have all of these but you need to be able to demonstrate your learning and continuous development)
- Firewall/UTM Experience – Preferably with Sophos XG/XGS
- Managed Services Experience
- Experience and attention to detail with recording of time entries
- Project management experience
- Excellent documentation skills
- Desirable Qualifications/Experience:
- Qualifications and Experience with 3CX Phone Systems
- Experience with MSP tools like CW Automate, CW Manage, ITGlue, Domotz, CloudRadial
- Experience with Ubiquiti Switching/WAPs/PtP, Dell Servers, Yealink VOIP Devices, Datto BCDR, would be beneficial as we run a very specific stack of hardware
- Soft Skills:
- Excellent Oral English
- Attention to detail when writing job notes and creating documentation
- Desire to achieve excellence in customer service with a user-focused approach
- Strong problem-solving and troubleshooting abilities
- Ability to work independently and collaboratively as a team
- Ability to speak up when you see a problem
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