3rd Line IT Support Engineer

No agencies, please

Aabyss are committed to investing in our team. Our strength and culture are built on the hard work, professionalism, and drive of our people. As part of a supportive, caring, and fun team, you will be joining a growing organisation that offers numerous benefits and opportunities for career development in a professional and modern working environment. We want you to thrive as part of our loyal and engaged team, focusing on delivering customer service excellence and superior technology solutions.

Overview of the role:

The 3rd Line Support Engineer acts as the escalation point from 2nd Line Support Engineers, along with more complex client incidents, problems, and service requests via the Aabyss ticketing system. 3rd Line Support Engineers are responsible for problem management and escalated customer tickets, seeing these through to resolution by following the Aabyss documented processes (where available) or troubleshooting, researching, diagnosing, and identifying solutions and creating the relevant documentation as per the company standard process. 3rd Line Support Engineers will provide support to the Service Delivery Manager when required.

The ideal candidate should have excellent communication skills, be customer-focused, and have a strong technical background. You should be able to work well under pressure and prioritise tasks effectively. You should also be able to work independently and as part of a team.

If you are passionate about technology and enjoy helping people, we want to hear from you. Please apply with your CV.

The ideal candidate will have a passion for technology and a desire to provide exceptional customer service.

Your key responsibilities will include:

• Always live our Core Values

• Providing 3rd-line technical support to clients via telephone, email, and the ‘Support App’. Including but not limited to:
  

• Diagnosing and resolving software and hardware faults

  1. Supporting servers and network infrastructure

  2. Critical incident & problem management

  3. Supporting network and internet connectivity issues

• Ensuring that clients are appraised at all times and effectively manage their expectations

• Mentoring and supporting 1st and 2nd Line Engineers and being available as an assigned ‘Buddy’

• Owning the problem ticket management process

• Effectively manage your own time to ensure that tickets are resolved within SLA

• Follow all company standards and procedures as currently documented

• Identify opportunities for automation and implement improvements

• Create and update documentation where required as per the internal process

Essential:

• 3+ years’ experience as an Engineer providing IT support.

• Ability to communicate well with customers, vendors, non-technical end users and colleagues.

• Knowledge, understanding and experience in the following areas:

• Microsoft Windows Server

• Microsoft Windows

• Active Directory, Azure AD

• Microsoft 365

• VOIP

• Hyper-V

• TCP/IP, including DHCP & DNS

• Must live in a commutable location to Sheffield S35
  

Desirable:

Knowledge, understanding and experience in the following areas or products will aid in the transition. However, training will be provided where required:

• Autotask PSA

• Datto RMM

• IT Glue

• Scoping and specifying server/network infrastructure

• Server Hardware

• VLANs

• 3CX and VoIP troubleshooting

• Microsoft RDS

• UPS

• Watchguard Firewalls and Wireless

• Datacentre hosting

• Cloud migrations

• Basic Linux administration

• Datto BCDR

• Cisco Meraki Networking

• PowerShell

• Microsoft Intune

• macOS

• Experience in supporting multi-site clients

If you do not meet the above requirements, we appreciate your interest in the position, but we kindly request that you do not apply. Thank you for your understanding.

Benefits:

25 days holiday plus bank holidays

Company profit share

Private medical insurance

Company contributory pension scheme

Cycle2Work scheme

Free onsite parking