3rd Line Technical Support Engineer
Hybrid working
Salary dependent on experience
Are you a tech-savvy problem solver with a passion for helping people?
Join our dynamic team at Outsource Group, a leading IT Managed Service and Security Provider (MSSP), and develop your career as a 3rd Line Engineer! We’re seeking enthusiastic individuals to provide exceptional technical support to our valued clients, ensuring their IT systems run smoothly and securely.
What You’ll Do:
The Senior Support Engineer provides highly advanced technical support to our portfolio of extensive clients as their Managed Service and Security Provider. This role requires a deep understanding of IT infrastructure, security principles, and exceptional leadership skills. The Senior Engineer acts as a primary point of escalation for complex technical issues, manages client communications, and oversees the scheduling and allocation of technical resources for various activities, including installations, site visits, and project delivery. This role requires a minimum of 8 years of experience at a 3rd line level or similar role.
Key Responsibilities
- Act as the primary point of escalation for complex technical issues, providing expert
troubleshooting and problem-solving. - Manage client communications related to escalated issues, service outages, and project
updates. - Collaborate with other departments, such as Sales, Project Management, and Security, to
ensure seamless service delivery. - Contribute to the development and implementation of service improvement initiatives and
best practices. - Maintain and update technical documentation, knowledge base articles, and standard
operating procedures (SOPs). - Monitor service performance metrics and identify areas for improvement.
- Participate in incident management and problem management processes, ensuring timely
resolution and root cause analysis. - Manage on-call schedules and ensure adequate coverage for after-hours support.
- Contribute to the development of training materials and deliver training to team members.
- Stay up to date with the latest technologies, security threats, and industry best practices.
- Manage and report on team KPIs and metrics where required.
Knowledge & Experience
- Extensive knowledge of IT infrastructure components, including servers, workstations, network
devices, storage systems, and cloud environments (AWS, Azure, GCP). - Deep understanding of networking protocols (TCP/IP, DNS, DHCP, VPN, routing protocols) and
network security concepts (firewalls, intrusion detection/prevention, VPNs). - Expert knowledge of various operating systems (Windows Server, Windows Desktop, Linux) and
virtualization platforms (VMware, Hyper-V). - Strong understanding of security best practices, including vulnerability management, incident
response, and security auditing. - Knowledge of scripting and automation tools.
- Understanding of ITIL framework and other service management methodologies.
- Understanding of project management methodologies.
Skills & Competencies
- Minimum of 8 years of experience in a 3rd line technical support role within an MSP environment.
- Exceptional troubleshooting and problem-solving skills.
- Excellent leadership, communication (verbal and written), and interpersonal skills.
- Strong customer service skills and a client-focused approach.
- Ability to manage multiple tasks, prioritise effectively, and meet deadlines.
- Strong analytical, organisational, and time management skills.
- Ability to motivate and mentor team members.
- Ability to work independently and as part of a team.
- Proficient in using ticketing systems, remote monitoring and management (RMM) tools, and
other relevant software.
Desirable
- Extensive experience working in a managed service and security provider environment.
- Experience with ticketing systems and RMM Tools (e.g., Autotask, Datto).
- Experience with security information and event management (SOC & SIEM) systems.
- Experience with scripting and automation tools.
- Experience in developing and delivering technical training.
- Experience in O365 / Azure AD including Intune, Defender, Exchange Online and Conditional
Access
What We Offer:
- A supportive and collaborative work environment.
- Opportunities for career growth and advancement.
- Ongoing training and professional development.
- The chance to work with cutting-edge technology.
- Competitive salary and benefits.
- The opportunity to work within a growing MSSP.
Company Benefits
You will receive a wide range of company benefits including:
- Work/life balance
- Family friendly environment
- Hybrid working model
- Day off for your birthday
- Learning and development opportunities
- Regular social events
- Medical cover – Vitality and Westfield Health
- Life insurance cover
- 31 days holiday with extra days for service
Salary: Dependent on experience.
Please note: All applicants must possess the legal right to work in the UK & a basic Access NI check will be completed upon successful appointment.
Outsource Group is an Equal Opportunities Employer.