Senior IT Engineer/3rd Line Support

Job Title – Senior IT Engineer/3rd Line

Hours – 37.5 Hours per week

Location – Dumfries

Salary – up to £30k DOE

We’re looking for a quick thinking problem solver who has in depth knowledge of IT issues and how to troubleshoot them for a rapidly growing local business!

The main priority for any member of the team is to ensure clients are kept exceptionally happy and the Senior IT Engineer plays an extremely important role in doing so,

You will handle escalated support requests for the service delivery team and support requests that the junior team are unable to fulfil. 

Your role:

• Work on and resolve escalated helpdesk tickets
• Provide the client with advanced remote troubleshooting
• Remote hardware maintenance and support
• Use of inhouse ticketing system to work on and resolve Helpdesk Tickets and Service Requests
• Managing, recording and maintain all documentation
• Reviewing RMM dashboard and apply remediation actions as indicated by our processes
• Review regularly scheduled/automated actions as indicated by our processes
• Assist with project delivery when required
• Keep clients up to date with the progress of their issue
• Submit timesheets and expense reports as indicated on their SOPs
• Mentor the junior service team members
• Follow all security procedures and keeping an eye out for security issues
• Identify opportunities for improvement and make constructive suggestions for change
• Will involve field based work when required which will involve setting up and configuring network equipment and troubleshooting and improving current systems.

About you:

• A love of problem solving
• Excellent communication skills
• Advanced understanding of support tools, techniques and how technology is used to provide services
• Advanced understanding of operating systems, business applications, printing systems and network systems.
• Advanced diagnosis skills of technical issues related to end user hardware and software and network devices
• Advanced experience and knowledge of working with Microsoft 365 Platform
• Advanced knowledge of IT applications, software and hardware
• Drivers license & own transport

Skills needed:

• Experience using a Ticketing system / RMM Tool and PSA software
• Experience providing support via remote tools
• Experience handling Technical Service Tickets
• Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
• Client Experience Certifications such as Helpdesk Habits etc.
• Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.
• Experience with Linux
• Experience with Mac
• VOIP Experience

The Benefits;

• A salary of up to £30k DOE
• 28 days holiday (inclusive of bank holidays)
• Your birthday off
• Pension contributions
• A great work culture
• Proactive approach to on-going training
• A high-powered laptop